Global Head of Customer Success Strategy Leader

2 days ago


Auckland, Auckland, New Zealand JAVLN Limited Full time
About JAVLN Limited

We're a world-class intelligent insurance and data integration software company revolutionising the insurance landscape for brokers and underwriting agencies with our cloud-based platform.

The Role

Due to exciting growth, we're seeking an experienced Global Head of Customer Success to join our Auckland-based team. As we continue to expand, this visionary leader will drive customer satisfaction, champion customer success, and shape our global strategy to ensure customers achieve their desired outcomes.

Key Responsibilities
  • Define and implement the global customer support and success strategy to align with company goals.
  • Build and lead a high-performing, globally distributed team, fostering a culture of excellence and customer focus.
  • Collaborate cross-functionally with product, sales, and marketing to ensure customer-centric decision-making.
  • Oversee the customer support function, ensuring timely and effective resolution of customer inquiries.
  • Implement scalable processes and tools to improve efficiency and customer satisfaction.
  • Monitor and optimise key metrics such as CSAT, NPS, and first-response time.
  • Develop strategies to drive customer adoption, retention, and expansion.
  • Create tailored success plans for enterprise customers and key accounts.
  • Own and improve metrics like customer lifetime value (CLV) and churn rates.
Requirements
  • Proven experience leading global customer support and success teams in a Saa S or technology environment.
  • Strong strategic thinking and operational management skills.
  • Excellent communication and interpersonal abilities, with a knack for building trust and relationships at all levels.
  • Demonstrated track record of driving customer satisfaction, retention, and growth.
  • Proficiency in customer success platforms, CRM tools, and support ticketing systems.
About Us

We are passionate about applying technology to create a better future for our customers. We're looking for people who can make a difference, enjoy a challenging and rewarding role, and thrive in a fast-paced, dynamic environment.

At JAVLN, we value providing an inclusive, equal opportunity workplace that supports career development and offers a competitive remuneration package, estimated around $150,000 - $180,000 per annum, depending on experience.



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