Head of Customer Success

Empowering retailers to deliver great shipping experiences is what we do!

As a rapidly scaling SaaS company, we are seeking a dynamic and experienced Head of Customer Success to join our team. We're looking for a senior leader with B2B SaaS experience, who can think strategically and muck in with operational activities.

The Role This role will report directly to the COO and will be responsible for leading our Customer Support, Customer Success, and Onboarding teams. The ideal candidate will have a proven track record in customer success management, with a strong focus on driving customer satisfaction, retention, and growth.

Key responsibilities:

• Leadership & strategy: Develop and implement a customer success strategy aligned with business goals, while leading and growing the Customer Support, Customer Success, and Onboarding teams.
• Customer success management: Drive customer adoption, satisfaction, and retention, building strong customer relationships and identifying upselling opportunities.
• Customer support: Oversee the Customer Support team to ensure timely resolution of customer issues and continuous improvement of support performance metrics.
• Customer onboarding: Ensure successful customer onboarding to increase conversion and retention, refining processes to enhance the customer experience.
• Knowledge management: Maintain and continuously improve high-quality documentation and training materials based on customer feedback and product updates.
• Customer happiness & metrics: Enhance customer happiness through feedback analysis, implementing strategies for continuous improvement, and ensuring our value "Customer as a Compass" guides all activities.
• Collaboration & communication : Collaborate with Product, Engineering, and Marketing teams to integrate customer feedback and develop customer education programs, providing regular updates to the COO.
• Process improvement: Evaluate and improve customer success processes, implementing tools to streamline interactions and staying current with industry trends and best practices.

Qualifications

• Bachelor’s degree in Business, Marketing, or a related field; MBA is a plus.
• 7+ years of experience in Customer Success or Customer Support roles, with at least 3 years in a leadership position within a B2B SaaS company.
• Proven track record of driving customer success, retention, and growth.
• Strong leadership and team management skills, with the ability to inspire and motivate a team.
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders.
• Strategic thinker with strong analytical skills and the ability to use data to drive decision-making.
• Experience with CRM and customer success software tools.
• Passionate about customer success and dedicated to delivering exceptional customer experiences.

Life at Starshipit

Our people are what make us great, and our culture is something we’re especially proud of. Not only are we diverse, but we’re also inclusive which means our people can be themselves. Every idea and perspective are valuable and reflected in how we interact with our partners, customers, and teams.

We have got the perks covered with:

• Additional days annual leave for long service
• Half day Fridays throughout the summer
• Fully subsidised private healthcare
• Paid parental leave
• Ongoing learning and development fund, with accelerated career growth
• While our HQ is in Auckland, we’ve been working flexibly and under a hybrid working style since day dot. Whatever works best for you, works for us.

Starshipit is an equal opportunity employer committed to fostering a diverse, equitable and inclusive workplace. We do not discriminate in employment opportunities or practices on the basis of age, ancestry, race, disability, ethnicity, family or marital status, gender identity, political affiliation, religion, sexual orientation, or any other legally characteristics and encourage candidates from all backgrounds to apply.