ServiceNow CSM Architect leading optimization of customer management solutions in utilities. Collaborating across teams for innovative solutions that enhance customer engagement.
About the role
- Define and scale the Customer Success function in Australia at healthtech startup Heidi. Work on customer satisfaction and retention across multiple market segments.
Responsibilities
- Build and lead the Customer Success function, defining its strategy and translating that into actionable plans, the operating model and function-level KPIs
- Lead the development of a world-class customer experience, setting a high bar for quality and accountability.
- Build the framework for customer segmentation, tailored engagement models, and scalable lifecycle programs.
- Establish and maintain a deep understanding of our customers' needs across all customer segments and to serve as the executive sponsor for key customer relationships.
- Drive customer retention, satisfaction, and growth by implementing best-in-class processes and strategies.
- Work collaboratively with sales, product, and engineering teams to ensure customer feedback is integrated into product development and business strategy.
- Hire, lead, mentor, and inspire a growing team of Customer Success professionals to deliver exceptional results.
Requirements
- Proven experience leading and scaling Customer Success functions, with a track record of success at a regional and/or global level.
- Demonstrated ability to work effectively across various market segments, including SMB, Mid-Market, and Enterprise.
- A strong, data-driven approach to customer success, with expertise in key metrics such as churn, retention, and Net Promoter Score (NPS).
- Exceptional leadership and communication skills, with the ability to influence and advocate for the Customer Success function at an executive level.
- Passion for delivering extraordinary customer experiences and a commitment to never settling for "good enough."
- Attitude is more important than experience so if you are a hungry, competitive and highly motivated operator who has a knack for problem solving and building relationships, we want to hear from you.
Benefits
- Flexible hybrid working environment, with 3 days in the office.
- Additional paid day off for your birthday and wellness days
- Special corporate rates at Anytime Fitness in Melbourne, Sydney tbc.
- A generous personal development budget of $500 per annum
- Learn from some of the best engineers and creatives, joining a diverse team
- Become an owner, with shares (equity) in the company, if Heidi wins, we all win
- The rare chance to create a global impact as you immerse yourself in one of Australia’s leading healthtech startups
- If you have an impact quickly, the opportunity to fast track your startup career!
Job title
Job type
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Degree requirement
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