Instant seeks a Head of Customer Success to lead our customer-facing teams.Instant is a technology company on a mission to power the world's most innovative brands, driving their revenue and retention on autopilot. We have grown revenue 16x in the last 6 months, and want you to be a critical part of scaling up this velocity even further!Our Head of Customer Success will own the customer lifecycle, leading our teams that onboard new customers, and retain and expand existing customers. You will build a world-class experience for our customers, and build a world-class team to drive it.Bring a revenue and customer obsessed mindset to CS, over achieving set revenue targets for the team.Customers measurably love Instant and our products, returning fantastic NPS/CSAT results, contributing to social proof like case studies, and staying onboard for many years.Customers are onboarded in record time with no avoidable disruptions or delays.Customers are a growth channel for Instant, both expanding to new products and product tiers, and referring new clients through our customer referral program.Churn requests are surfaced, responded to, and mitigated with urgency.Customer performance is clearly understood by our team and consistently improving month-on-month.Customers clearly understand the value of our products.Feedback for other teams, particularly product, is actionable, and clearly outlined and quantified.ResponsibilitiesSet and Own Success Strategy: Own our Customer Success strategy and ensure we measure success through OKRs, KPIs and reporting. Monitor key success metrics and proactively address areas of concern.Lead Success Operations: Manage our team of Customer Success Managers. Establish standard operating procedures to run an effective Customer Success team at scale. Drive a tight operating rhythm and efficient team rituals. Success team members regularly check in with you and have the support and guidance they need to ensure they are successfully building relationships with customers, adding business value, getting live and renewing the software. We work towards real customer outcomes and adjust our approach as we learn.Coach your team towards success: Using tools like KPIs (i.e., customer satisfaction metrics, which must be tracked and reported on regularly) and playbooks, manage your team and their activities towards great customer and business outcomes. Manage team capacity and provide achievable milestones to customers.Develop the Customer Success team: Recruit new Customer Success Managers and other customer service staff as the business scales. Set up new hires for success. Onboard new success team members quickly and efficiently, achieving full productivity within their first ninety days. Professionally develop your team. Serve as your team's primary coach in this process and manage the career development of your team.Instant, more than just a job.We commit to paying globally competitive salaries to our incredible team.Equity in the companyNobody is a renter. Everyone is an owner, having equity in the company so we can all benefit from our hard work and future success.We always aim to go away at points across the year as a company to celebrate achievements, as well as dig deep together on company strategy, opportunities and the exciting future ahead.Supporting work/life balance at Instant with an extra 2 paid days off per year for 'Life!' to assist with moving house or your kids sports carnival for example.Instant prioritises the value, creativity and energy of being together in person, based in our newly opened offices in Sydney or New York. We have a flexible balance, and work from home 2 days per week.A-players want to work with A-players, and hence we take our team and talent very seriously. We work hard, stay focused on the things that matter, and celebrate the wins.We have company-wide KitKat days where our entire company, just like the slogan, takes a break (all on the same day!).Each team member receives an annual $1,000 allowance to spend across Wellness and Growth. This could contribute towards a gym membership or educational course.We allocate an annual social budget towards regularly having fun, taking a break and getting to know each other a little more as a team! Previously we have done Axe Throwing, Bowling and even Surfing together… just to name a few.You'll receive all new equipment including a MacBook Pro, monitor, and accessories.
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