Head of Customer Success managing strategic customer initiatives at gyde. Leading a 5 - member team to enhance customer experience in educational offerings.
About the role
- Customer Success Manager guiding mid-market clients through their journeys with Harvey's SaaS solutions. Responsible for client relationship management, training, and engagement for optimal solutions usage.
Responsibilities
- Strategic Implementation: Lead the integration of Harvey into client workflows, ensuring seamless adoption and optimal use of our AI solutions.
- Training & Enablement: Evangelize the power of LLMs as you meet with and enable end users to adopt Harvey on a daily-basis as it becomes a “must have” product.
- Client Relationship Management: Serve as the primary contact for 40+ mid-market clients with a prescriptive and consultative approach and delivering a superior customer experience.
- Process Creation: Drive scalability in the way we operate through documentation, designing playbooks, self-help materials, email cadences, and automation to ensure we drive efficiency in our long term mid-market strategy.
- Success Metrics Management: Utilize adoption rates, benchmarks, and other key metrics to drive strategies ensuring client satisfaction and high ROI.
- Advocacy and Engagement: Encourage user and stakeholder engagement, transforming them into Harvey advocates within their organizations.
- Customer Health Monitoring: Use analytics and feedback to maintain customer satisfaction, ensuring readiness for renewal and expansion opportunities.
- Feedback Loop: Relay client insights back to our internal teams, aiding in the continuous improvement of our product and services.
Requirements
- Experienced professionals from legal firms or SaaS organizations, with direct experience managing a high volume of client cases and/or customers.
- Individuals with excellent communication and strategic planning skills, capable of influencing stakeholders at various levels.
- Results driven candidates who are able to ruthlessly prioritize competing tasks and demanding customers seamlessly.
- Team players described as empathetic, committed, structured, motivated, and collaborative with a team-first mentality.
- Experience with Salesforce and Catalyst, are preferred, but not required.
Benefits
- Structured hybrid working arrangement: 3 days in our Sydney office, 2 days working from home
- A comprehensive 4-week onboarding and training program designed to set you up for success from day one.
- Professional development stipend to support your continued learning and growth
- Opportunities to grow into work-adjacent teams such as Product, Customer Success, or Technical Content, making this role a strong career stepping stone
- Exposure to cross-functional projects and initiatives that impact user operations company-wide
- Be part of building something special as a founding member of our Sydney team
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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