Head of Customer Success

10 hours ago


Wellington City, New Zealand Tapi Limited Full time

The Head of Customer Success role is responsible for ensuring that Tapi’s customers receive value from Tapi’s products, services and support. The role is also responsible for reliable recurring revenue over the lifetime of the customer. The success of the Sales and Customer Success team drive Tapi’s strategic objectives and company growth, in particular around Average Monthly Revenue Per Property (AMRPP), so a seamless and exceptional Customer Experience (CX) is essential to us reaching our goals. Leadership of your team, accountability to expectations, and consistent and diligent process management are core skills essential to this role.
**Define and optimise customer journey**
- Define the vision of a Tapi ‘above and beyond’ experience, and examine the various stages of the customer journey and identify gaps in customer-facing processes
- Standardise the template for a Success Plan for customers with the Sales team
- Define and oversee lifecycle processes/touch points, including partnership relationship management, onboarding process, “listening” points (e.g. on usage, NPS) around account health, to ensure customer engagement and use of Tapi remains high, whether new or many years with us
- Create and maintain standard materials for Customer Success lifecycle plays for the CS team and others as required
- Personally manage escalations from your direct reports, and follow a methodical escalation process to execs, and ensure any lessons learned are implemented so they can be avoided in the future
- Identify opportunities for continuous improvement within Customer Success and Support workflows

**Drive true value for customers**
- Be responsible and accountable for CX within Tapi, including the pre-sales handover experience, onboarding experience, product understanding and use, and continued satisfaction for the entire lifetime of the customer
- Be an expert on best practices in Customer Success and change management
- Promote the ‘above and beyond’ approach amongst your team members
- Find ways for CSMs to deeply understand our customers’ objectives and become a trusted right-hand advisor
- Determine how to define, drive, and demonstrate the value (ROI) delivered to our customers

**Key account management**
- Be responsible for key accounts that are defined as high value (influence, financial, opportunity gain value, partnership relationships, strategic importance) as their principal customer success manager
- Engage and grow the success of the accounts through planning and execution with the customer
- Work directly with the Tapi Enterprise BDM who shares responsibility for the account, to manage and communicate any opportunities as they arise

**Lead cross-functionally to drive customer success**
- Clarify ownership for each part of the journey
- Gather feedback from other departments, including Product, Sales, Partners, Exec, and others, to improve the customer experience
- Advocate for changes in other departments’ ways of working (including our onboarding process) and collaborate with them to implement those
- Drive company-wide understanding of our customer’s needs and what's important to them
- Create company-wide customer feedback loops
- Help foster company-wide culture of Customer Success, and educate staff on the role they play in the overall customer experience and how that contributes to Customer Success

**Drive alignment with Renewals, Expansion and Referrals**
- Align with Sales team on renewal and referral strategy and focus on selling with a retention focus, for yourself and your team
- Give feedback to Sales on prospecting approach
- Ensure smart and smooth hand-off so customers have an excellent and consistent experience
- Define and be accountable for CSM involvement during sales cycle and ensure a common, consistent and agreed work approach
- Ensure all CSM targets are understood, managed and are consistently achieved across the CS team
- Identify and execute referral opportunities in alignment with targets

**Own key metrics and reporting for your team**
- Monthly renewal rate ($)
- Monthly subscriptions: expected revenue vs collected revenue
- Up-sell dollars (Add-on’s after onboarding)
- Referral opportunities
- Habits / product adoption metrics
- NPS / CSAT, and/or Customer Health metrics as defined by CS team
- Churn: numbers and reason against expected percentage
- Average Monthly Revenue Per Property (AMRPP) ratio vs credits/discounts applied
- Customer escalations
- Time to onboard against standard and exception process baselines, including lead time before onboarding begins
- Sales team satisfaction: the sales team consistently report average to above average experiences with the CS team and that expectations are being met (as defined by the agreed work approach)

Support core CS metrics and reporting for our company and our team as a whole
- Ensure visibility of metrics to the broader team where appropriate
- Report to the COO on metrics that support



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