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Customer Success Manager

4 weeks ago

Auckland, Auckland, New Zealand Tradify Full time
Manager, Customer Success (ANZ) Fixed Term 12 Months

Join our dynamic team as a Manager, Customer Success (ANZ) for a fixed term of 12 months

We're on a mission to transform how tradespeople run their businesses and positively impact their lives. Our team is filled with enthusiastic individuals committed to building something unique that will make a significant difference in the lives of our customers.

About the Role:

Due to an internal secondment opportunity, we are looking for an outstanding Customer Success Manager (ANZ) to join us on a 12-month fixed-term contract. You'll play a vital role in maintaining and growing our world-class Customer Success function while continuing to develop and deliver an exceptional customer experience. You'll lead the ANZ Customer Success Team in its mission to increase activation rates, reduce churn, and drive higher customer retention rates.

Key Responsibilities:

  • Day-to-day performance management and coaching the ANZ Customer Success Team, including listening to team calls and training sessions
  • Improving the time to value and increasing the number of customers who adopt Tradify effectively after signing up
  • Ensuring effective retention strategies and proactive engagement to reduce churn and ensure our customers receive value from Tradify
  • Building the Tradify reputation through word-of-mouth referrals and social reviews through ensuring a world-class Customer Success function
  • Proposing and executing new initiatives to improve the efficiency and scalability of Customer Success
  • Designing and implementing expansion revenue strategies, working with other leaders across the business
  • Training team members on the best approach with customers and regularly reviewing progress
  • Recruiting and onboarding new success team members
  • Managing customer escalations in a timely manner, meeting SLA expectations
  • Communicating with the product and engineering teams to get quick answers for customers and ensuring the team provides feedback on customer and system requirements
  • Coordinate with the sales team to work on process and department efficiencies, in particular, work on new processes to improve the efficiency of customer onboarding and increase the number of customers who activate their accounts
  • Working with the Customer Experience Team on the segmentation of customers and tech touch strategies to improve efficiency and impact
  • Working with the Support and Customer Experience Teams to build out a world-class Help Centre

Requirements:

  • Leadership and development: Proven ability to lead, develop, and motivate a team
  • Experience: At least 3-5 years of experience managing team performance and outcomes in Customer Success, Customer Experience, Account Management or related areas
  • Technical skills: Project management skills, CRM proficiency and data driven
  • Organisational skills: Strong organisational skills and meticulous attention to detail to manage diverse tasks effectively
  • Communication: Excellent written and verbal communication
  • Team player and culture fit: Ability to lead within a team, embodying Tradify's values and culture, with a passion for helping others
  • Customer-centric: A genuine belief in the importance of tradespeople's work and a desire to support their success
  • Purpose-driven: Enthusiasm for work that positively impacts others' lives while maintaining a sense of enjoyment

Benefits:

Tradify is a fast-paced, action-oriented and sometimes unpredictable and challenging work environment, where our company values underpin everything we do. We focus on providing a fun and welcoming culture and offer a comprehensive remuneration and benefits package. We care deeply about diversity and inclusion and ensuring the Tech space in Aotearoa reflects our diverse communities.

For the right candidate, we offer a great benefits package:

  • Hybrid Working 3 office/2 home
  • A Dog Friendly office
  • Legendary Monthly Team Lunches
  • A values-based culture

Interested? Want to know more? Get in touch.

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