VP of Customer Success

Brisbane, Australia

About you

  • You have 5+ years experience in Customer Success in Enterprise SaaS.
  • You have experience managing a high performing team.
  • You have tertiary education degree or equivalent in business, marketing, advertising, PR, commerce or economics.
  • Experience in marketing, design or agency is a plus.
  • Most importantly, you’re passionate about seeing customers meet or exceed their goals, above all else. 

Key Responsibilities

  • Devise and execute the overall vision and strategic plan for the customer experience.
  • Be an expert on SaaS industry trends and best practices, ensuring Outfit maintains a competitive advantage for customer service. 
  • Inspire, motivate and challenge Customer Success Managers and Customer Support officers to maximise individual strengths and interests, and create alignment with organisational goals. 
  • Take ownership of escalated issues with speed and urgency, utilising resources across the company as appropriate.

Outcomes

  • Create trusting and long-lasting relationships and partnerships between enterprise businesses and the Outfit team.
  • Understand customer’s strategic brand and marketing goals and make strategic and tactical recommendations based upon Outfit’s product and services.
  • Optimise the customer journey from implementation, adoption, account management, through to contract renewal, while maintaining the personal touch Outfit is known for.
  • Be the voice of the customer, gathering feedback, getting to the heart of the problem and providing input to product, marketing, and sales initiatives.
  • Contribute to organisational growth through renewals and retention.

Develop strategies to meet customer expansion and retention metrics, including but not limited to:

  • ARR Expansion
  • LTV (Lifetime value)
  • Time to Value
  • CRC (Client retention costs)
  • Client Health Score 
  • Customer Referrals & Advocacy

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