Full Time Job
Remote

Head of Customer Success

At Orah we're on a mission to help schools and parents maximise the potential for the next generation. We've proven we have what it takes to build software products for the global education system and now we're broadening our horizons by building out a suite of Student Engagement products.

We're looking for a Head of Customer Success to help build out our Success and Account Management function to accelerate the company's growth and hit our growth targets. You will be a key member of the team, developing and executing on strategies to retain, enhance and expand revenue spend within each of our client accounts.

Responsibilities:

Define and optimize customer journey

  • Define the vision for the Orah Customer Experience
  • Standardize and refine the template for a Success Plan for customers across all segments
  • Define and oversee lifecycle processes/touch points, including executive sponsor programs, EVR process, “listening points” eg. NPS, usage metrics etc.
  • Identify areas for continuous improvement
  • Define and monitor up-sell/cross-sell pipeline
  • Continuously research and learn from best practices in the industry

Manage and execute customer success activities

  • Onboarding
  • Training
  • Customer Support
  • Customer Success Management
  • Renewals
  • Cross-sell/up-sell
  • Customer Advocacy

Measure Effectiveness of Customer Success

  • Track ROI on customer success team as a whole
  • Track and improve key customer success KPIs
  • Create cadence for review within the team
  • Help generate reports for management, company and board
  • Collaborate on and adhere to annual budget

Lead world class customer success team

  • Attract high potential individual contributors into team
  • Create rapid onboarding process for new team members
  • Foster collaboration within team and across customer lifecycle
  • Encourage continuous learning within team

Enhance Effectiveness and Efficiency Through Technology

  • Support systems
  • Customer marketing software
  • Reference and advocacy solutions
  • Customer Success Management platform

Create culture of customer success across the company

  • Create company-wide culture of Customer Success
  • Align with Marketing around marketing to existing clients
  • Align with Product around driving product roadmap
  • Align with Sales around cross-sell and up-sell and focus on selling with a retention focus
  • Align with Finance around measurement and forecasting
  • Align with Executive Team around key metrics and objectives
  • Drive company-wide definition of ideal customer
  • Create company-wide customer feedback loop

Qualifications

  • 5+ years experience in leading customer-facing organizations (preferably Customer Success or Account Management/Sales)
  • SaaS and/or EdTech experience preferred
  • Ability to manage influence through persuasion, negotiation, and consensus building
  • Ideally combined background of post-sale and sales experience
  • Strong empathy for customers AND passion for revenue and growth
  • Deep understanding of value drivers in recurring revenue business models
  • Analytical and process-oriented mindset
  • Demonstrated desire for continuous learning and improvement
  • Enthusiastic and creative leader with the ability to inspire others
  • Excellent communication and presentation skills