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Director Of Customer Success, Australia


Source: uWorkin


Podium is a suite of messaging tools for local business. Using our platform, businesses of all sizes can connect with customers via text to do things like request payments, collect reviews, and sell products, in a modern, convenient way. Our work streamlining this process for local businesses has awarded us recognition on top industry lists, such as Forbes’ Next Billion Dollar Startups, Forbes’ Cloud 100, the Inc. 5000 (#13), and Fast Company’s World’s Most Innovative Companies — in the last year alone. For more about our product, watch this video . Podium has a positive, diverse, and supportive culture and was recently named one of Inc. Magazine’s Best Workplaces for 2019. We look for people who are curious, creative and work to be a little better every day. In our work together we embody our values: Be a founder, Murder drama, and Enjoy the ride.

As Podium’s first local Director of Customer Success hire in Australia, you will play an influential role in driving the success and growth of our retention/growth team and truly have the opportunity to make a profound impact within the region.

Working closely with our greater Customer Success team (including Customer Success, Onboarding, Product Support, Expansion Sales), you will be responsible for ensuring we deliver an exceptional experience for our customers across the ANZ region. Leading all post sales motions, you will drive an AUS vision for CS as well as guide, coach, develop and inspire an already high-performing group. You will also play a key role in the recruitment process, helping to grow this team throughout 2021 and beyond.

What you’ll do:

  • Drive and implement the AUS Customer Success vision to create the ultimate customer experience
  • Own, lead and scale the greater Australian Customer Success team - including Customer Success, Onboarding, Product Support and Expansion Sales
  • Work with our CS operations team to build out scalable and geo-relevant onboarding and enablement programs to enable high performing teams
  • Hire and retain a local team who is able to respond with agility to changing customer and market needs
  • Identify, track and accurately forecast key performance metrics to executive leadership demonstrating success and calling out areas requiring attention
  • Quickly identify and solve for gaps and challenge areas within the business by leveraging your solution oriented mindset
  • Collaborate and align with Marketing, Sales and Operations leadership to ensure we are operating effectively as one unit
  • Achieve and exceed ambitious team KPIs to support Podium’s business impact in the market
  • Collaborate and coordinate efforts with our global offices
  • Help drive Podium as the market leader in the AUS market

What you'll bring:

  • 8+ years of overall experience (with 5+ in a leadership/managerial capacity) in an Account Management or Customer Success, working in a B2B environment (experience working within a SaaS environment is heavily favoured)
  • A deep knowledge and remarkable track record increasing renewal rates and reducing churn, expansion through cross-sell and up-sell, product adoption and net dollar retention
  • Demonstrated experience leading and managing several diverse role functions simultaneously
  • A strong ability to partner cross-functionally to drive optimal business outcomes
  • A proven track record in scaling post sale teams at a rapid pace
  • A willingness to lean in to execution with a “roll up your sleeves” approach; you are a hands-on leader who can walk the walk
  • Strong work ethic and a leader that believes in a collaborative/inclusive approach
  • Equity/stock options - 'Be a Founder' and be rewarded as one at Podium
  • A generous ‘Benefits & Wellbeing’ allowance, paid monthly
  • Real growth and career development opportunities. We've just been named as one of Wealthfront's Career Launching Companies of 2021!
  • Swag (Podium branded clothing and accessories, we’ll kit you out)
  • When we're not working remotely, we're in the Work Club offices on Collins Street with access to end of trip facilities, bike storage and lockers, a meditation room, a whisky bar and a spectacular view from our 35th floor space

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