- Lead Customer Success projects and initiatives, ensuring objectives, timelines, and outcomes are delivered effectively.
- Manage onboarding, training, coaching, and ongoing professional development for Customer Success team members.
- Define, implement, and continuously improve customer lifecycle processes and customer engagement touchpoints.
- Standardise customer communications, templates, and success planning approaches across customer segments.
- Act as an escalation point for complex customer situations, ensuring timely resolution while supporting team learning and development.
- Manage key customer relationships, helping customers realise value from their investment and supporting product adoption.
- Monitor and improve Customer Success performance metrics, including customer retention, adoption, customer health, customer satisfaction, and team effectiveness.
- Collaborate with Sales, Support, Product, and other teams to improve the customer experience and align customer-facing activities.
- Use customer feedback, operational data, and performance metrics to identify opportunities for process improvement.
- Support workforce planning and operational readiness during periods of increased customer demand.
Project ManagementData AnalysisAccount Management+4 more