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Customer Success Lead

1 week ago

Auckland, Auckland, New Zealand Tradify Full time

About the Role



The Customer Success Manager will play a vital role in maintaining and growing our world-class Customer Success function while continuing to develop and deliver an exceptional customer experience.



Key Responsibilities


  • Day-to-day performance management and coaching of the ANZ Customer Success Team
  • Improving time to value and increasing adoption rates for Tradify customers
  • Ensuring effective retention strategies and proactive engagement to reduce churn
  • Building the Tradify reputation through word-of-mouth referrals and social reviews
  • Proposing and executing new initiatives to improve efficiency and scalability of Customer Success
  • Designing and implementing expansion revenue strategies
  • Recruiting and onboarding new success team members
  • Managing customer escalations and communicating with product and engineering teams


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 or related areas
  • Technical skills: Project management skills and CRM proficiency
  • Organisational skills: Strong organisational skills and attention to detail
  • Communication: Excellent written and verbal communication skills
  • Team player and culture fit: Ability to lead within a team, embodying Tradify's values and culture
  • CUSTOMER-CENTRICITY: 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