We're searching for a passionate, energetic, customer-focused leader who can design and build our Customer Success team, while encouraging a culture of going the extra mile for our rapidly growing customer base. You will be comfortable leading and developing both sides of our customer success house: customer support and customer experience.

We are convinced that the key to future growth and success revolves around customer success and retention. Therefore, this role spans across the entire company, working with every team to ensure that every customer contact/interaction is tailored to maximise customer success.

You will understand and map customer pathways and monitor customer advocacy. You will have the mandate within the organisation to search for and identify causes of churn and the influence to enact change. You will also help the business to maximise cross-sell and up-sell. The Head of Customer Success will be our customer's chief ambassador working closely with Sales, Support, Product, Marketing and Engineering to ensure optimal customer experience. Key measures will be Net Promoter Scores/Customer Satisfaction, Customer Churn and Upsell/Cross Sell on our renewals.

It's a proactive, high-energy, fast-paced environment but we'll give you the support you need to thrive. We are 21st century thinkers and so are ; 

Innovators with positive energy

Positive change and disruption

Learning every day

Living life and having fun

 Accountabilities:

Set the overall vision and strategic plan to maximise customer success 

Ensure that a implementation plan is in place for each new customer and take responsibility for a successful onboarding process, working with the various stakeholders, their technology, InfoSec, IT Sy, compliance or risk teams 

Provide proactive support to our customers by helping them to increase adoption, improve utilisation and take responsibility for minimising churn and ensuring renewal 

Provide ongoing support to our customers, responding to their queries and coordinating across the various CybSafe teams to solve their problems 

Manage relationships with senior stakeholders at our customer companies 

Drive cross-sell and upsell and expanding contract revenue in conjunction with the channel partners/account management ;

Recruit, nurture and inspire a brilliant customer success team 

Play a primary role in shaping the product roadmap based on customer feedback 

Support/drive new feature roll outs, including formal and informal training of customers and the internal sales/marketing teams, drafting client communications, ;

Actively contribute towards market development work, working with marketing to create high quality collateral/content and working with the product team to define future requirements 

Function as the voice of the customer and provide internal feedback on how CybSafe can better serve our customers

Being a jack of all trades: as an early stage startup, it's all hands on ;

Define the stages and key measures for optimal customer success 

Promote customer satisfaction and loyalty by demonstrating an understanding of their critical business issues and needs while delivering products and services that help them meet their business objectives 

Build and maintain strong relationships with key accounts 

Design and facilitate customer programs that keep customers apprised of Cybsafe's recent developments as well as continuous reporting on customer engagement

Educate customers on the use and benefits of the CybSafe solution 

Work closely with CybSafe's engineering teams to ensure a consistently positive customer experience by providing escalation and management for issues and ;

Serve as a customer advocate while capturing customer's feedback and reporting requests to Engineering & the Executive ;

Skills & Knowledge:

A true passion for customers - fanatical about getting them the right outcomes and becoming their advocate 

Proactive self-starter that is self-directed and able to solve problems and execute independently 

Strong team spirit and able to coordinate across teams and build consensus 

Minimum of 4 years sales/customer success/account management experience, ideally for other cloud/SaaS solutions 

(Beneficial) Good understanding of technology and familiarity with concepts such as APIs, cloud solutions

Strong process management skills, great attention to detail - won't drop any balls!