Customer Success Director

3 days ago

Auckland City, New Zealand Halter Full time

The future of food production hinges on an important question: How do we feed the world’s growing population without compromising our natural resources? Farmers feed our population and hold the keys to vital climate solutions. At Halter, we’re on a mission to enable farmers to run the most productive and sustainable farms. Farmers are using Halter to break free from the time-intensive constraints of conventional farming. They’re growing more grass, increasing milk production and improving the health and wellbeing of their cows.

We bridge deep tech into farming. Halter enables farmers to remotely shift, virtually fence and proactively monitor their cows’ health and behaviour. Can you imagine watching 500 dairy cows turn in unison and walk calmly towards the milking shed? No quad bikes, no dogs, no fences. Just a mob of cows walking at their own pace. People say it looks like magic. Our customers are revolutionizing farming with Halter. It's changing lives and transforming an industry.

People join Halter because they want to do meaningful work. By joining us you’ll be solving challenging problems within a talented team and a culture built for high performance. Our team out-think, out-work and out-care. We’re committed to delivering real change in the world - this isn’t easy, and in truth, we love that it’s hard. We’re backed to deliver on a mission that matters by Tier 1 investors including Bessemer Venture Partners, DCVC, Blackbird, Promus Ventures, Rocket Lab’s Peter Beck and Icehouse ventures.

About the role

**Own the vision and execution of the Customer Success function**:

- This currently includes the Field CS teams, Centralised CS team and the Customer Support team
- Full ownership across the entire customer lifecycle including pre-sales, deployment, value realisation, customer support, account management and advocacy

**Drive customer outcomes, product adoption and customer experience**:

- Influencing future lifetime value through higher product adoption, customer satisfaction and overall health scores
- Reducing churn and driving new business growth through greater advocacy and reference ability
- Defining and optimising customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
- Developing company-wide customer success motion integrating processes, content and data to/from stakeholder organisations (e,g., Marketing, Sales, Product/Engineering, etc)
- Working closely with the Sales, Marketing and Product/Engineering to align on key initiatives, including product direction, account management and more
- Addressing escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

**People leadership**:

- Building and leading a high-performing team in a fast-paced environment
- Developing top talent and providing progression pathways to support the growth journey of team members
- Recruiting top talent and managing performance including exiting low performers

**General leadership**:

- Leading effectively across the company
- Building trust and rapport and collaborating extremely effectively on complex, cross-functional priorities with other teams and leaders
- Exec and Board reporting on Customer activity, functional performance, key metrics, and market activity
- Providing input into major strategic priorities for the company
- Shaping a customer centric culture that aligns and drives the team towards delivering outcomes for our customers

**Industry**:

- Representing the company at key industry events and building relationships with industry stakeholders and bodies
- Championing the Halter brand and product in market i.e. with leading industry bodies.

**What are we looking for**:

- 5+ years of demonstrated leadership and management experience leading a CS team in a high growth company
- Demonstrated progressive experience leading customer success managers, account management, or sales teams
- Professional services experience is a plus
- Demonstrated progressive experience leading managers of teams in a SaaS or subscription enterprise software company
- Proven experience leading teams, driving expansion revenue, driving product adoption and leveraging customer success best practices
- Proven ability to develop strategies, translate them into initiatives and track successful delivery
- Demonstrated ability to lead managers and successfully manage global, distributed teams across cultures, lines of business, and geographies
- Strong management presence and leadership ability, with communication and interpersonal skills that inspire and motivate leaders and teams
- Demonstrated operational excellence in analytical thinking, process development and improvement, problem solving, communication, delegation and planning
- Ability to be flexible and agile in responding to evolving business priorities and dealing with ambiguity
- Abil

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