Customer Success Lead

We are looking for a Customer Success Lead to join our Elite Customer Success team. Reporting into the Customer Success Director, you will take the leadership across the assigned macro-region in driving adoption of the Elite Customer Success Programme, being responsible for increasing retention rate and impacting the overall region growth. 

The purpose of the Elite Customer Success department at Hudl is to provide the best customer experience possible which in turn will result in increased annual recurring revenue retention and expansion. Hudl Customer Success Managers are on a mission to take sports customers (clubs and other organizations) on the journey to implement high performance workflows, ensuring they achieve their goals and get the maximum benefits from their Hudl products suite, ultimately renewing and expanding their subscriptions.

As Customer Success Lead you will focus on coaching the CSMs, monitoring engagement and retention KPIs, help driving process efficiencies, deploy best practices ensuring a premium customer experience is delivered to customers across each touch point. 

This role will be based in Sydney, Australia and will look after the APAC macro-region, supporting a team of 6 CSMs dedicated to growing and renewing sports organizations across China, Oceania, South-East Asia and Japan.

• Experienced. You have several years of experience in customer facing roles (CSMs/Account Management). Customer Success Leadership experience is a plus for this role.
• Knowledgeable. You possess an excellent understanding of the Customer Success landscape (roles, processes, best practices, KPIs, metrics). Experience in implementing customer journey, post-sales best practices and renewal strategies is key in this role.
• A leader and a coach. You have strong leadership and coaching skills; you are able  to mentor, educate and inspire others. 
• Process driven. You have proven ability to design and implement new processes, improve existing ones, and you are able to encourage and facilitate adoption
• Commercially savvy. You are an experienced sales professional, you have strong business acumen and understanding. You are comfortable working in a fast-paced environment with ambitious growth targets.
• A Leader and a Coach. You have the ability to work, educate and inspire others to adopt change. You win trust and credibility from colleagues, educate and inspire others to adopt change, you mentor team members, influence stakeholders and push through roadblocks driving collaborative projects to achieve mutually agreed outcomes.
• An excellent communicator. You are able to develop world-class client presentations and/or internal education materials.
• Analytical. You have strong analytical skills and are comfortable managing data to gain insight into user behavior and engagement.

• Have an impact. You will have direct responsibility on retention rate and overall growth of the assigned macro-region. You will be responsible for the implementation of the Elite Customer Journey across your macro-region, deploying and improving CS processes and best practices.
• Be a partner. You will work with the CS Director and other CS Leads on post-sales processes, driving efficiencies and helping scaling the Customer Success structure in your region. 
• Monitor and report. You will be responsible for monitoring and reporting on customer success metrics for your macro-region: renewal performance, retention rate, churn, downgrade, engagement KPIs, NPS. You will  oversee engagement activity, ensuring CSMs run consistently the established touch-points and provide a premium experience to our Elite customers.
• Contribute. You will work to improve the post-sales life cycle for the macro-region portfolio, provide key findings of engagement touchpoints and internal feedback on how we can better serve our customers, suggest changes and adaptations. 
• Collaborate. You will partner and work closely with Implementation, Support, Solution Consultants across the macro-region to improve customer onboarding. 
• Coach and educate. You will mentor, train and coach team members, bringing senior experience to the team and leading by example. You will organize/execute training for the CS team, help onboarding new Customer Success Managers, and continuously upskill junior team members.

• Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time above any required statutory leave, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
• Guarantee autonomy. We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas.
• Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
• Provide an environment to help you succeed. We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech you need to do your best work.
• Support your wellbeing. Depending on location, we offer medical and retirement benefits for employees—but no matter where you’re located, we have resources like our Employee Assistance Program and employee resource groups to support your mental health.