Head of Customer Success

at  Audience Republic

Audience Republic is an all-in-one CRM & marketing platform for events and venues. Our customers are some of the largest names in the world — including events featuring artists like Justin Bieber, Post Malone, RUFUS DU SOL, ODESZA and Flume.
We are a fast growing technology startup in B2B SaaS, and have raised $9M from investors. Our team is based across North America, United Kingdom, Europe and APAC.

THE ROLE

Are you looking to join the leadership team for a B2B SaaS startup in Sydney? As Head of Customer Success, you’ll be responsible for Customer Success as a department, driving our retention, expansion and client satisfaction. You’ll manage our tight-knit team of 3x CSMs and 1x Support based in APAC and North America. You’ll be commercially savvy, people and process-oriented leader, who thrives in a startup environment—equally adept at leading a team and rolling up your sleeves as an individual contributor.

WHAT WILL YOU DO?

• Lead and manage a high performing customer success team
• Build & lead a team of high performing CSM’s (Currently 3x CSMs, 1x Support) - across APAC and North America
• Create rapid on-boarding process for new team members, including playbooks and policies
• Mentor the team, and encourage their continuous learning & improvement
• Drive customer success outcomes
• Increase renewal rates and reduce customer & revenue churn
• Expand our revenue in accounts through driving expansion revenue through upsells, cross sells and upgrades
• Influence future lifetime value through higher product adoption, customer satisfaction and overall health scoresDrive new business growth through greater advocacy and reference-ability (testimonials, case studies, reference clients etc)