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Head of Customer Success (AU/ Asia)

Australia, Australia

Head of Customer Success (AU/ Asia)

  • Australia
  • Full time

Here's what we know for sure: companies work well when they've got the right people. That's what inspired us to build a SaaS platform that makes recruiting, onboarding, developing, and retaining people simple. From humble beginnings in Melbourne, we are now proud to have homes in Sydney, the USA, UK, Singapore, Manila, and Dublin. Our platform is used by 5.3 million customer-employee users in over 190 countries, (but that's enough about us).


The Role

Leading our Customer Success team - Australia/Asia, utilise your excellent leadership skills as you drive the team to provide a customer experience that successfully delivers on all our customer success goals - Customer Satisfaction, Retention, Growth and Referencability. Previous people management experience is essential for this role and the nature of our growing organisation. 


Leverage your management background in customer success to build strong relationships with both internal and external stakeholders alike.  Your key responsibilities range from maintaining a strong operating customer success model, managing account renewals and driving key product adoption metrics across the PageUp technology while ensuring strong alignment to the organisational goals of our customers.


  • Act as a trusted advisor and influencer at senior management levels as you manage and nurture executive relationships with customers

  • Establish and develop our Customer Success team, driving clear and effective communication lines across the entire team and regions, ensuring efficient processes are in place to achieve business outcomes

  • Develop PageUp’s AU/Asia Customer Success strategy to deliver on agreed goals through a data-driven CS organisation while maintaining a positive customer sentiment and experience

  • Agility & Metric driven outcomes - you love to get your hands dirty and love data! Our team is continually looking for ways to utilise the volumes of data we capture with customers to drive insights and recommendations on how our customers can continue to drive product adoption and great outcomes using the PageUp platform


Your Profile

You feel most natural leading a team, seeking to continuously improve and evolve, consulting and collaborating with c-level stakeholders to provide the best possible experience for your customers. 


Your peers would say this about you:

  • Customer Centric - Working from a customer perspective to ensure customer satisfaction; focusing on customer needs to drive the solution and create raving fans.

  • Consulting - Seeks out, explores and understands others' needs and opinions; shares own insights and expertise; encourages cross-team collaboration and builds engagement.

  • Problem Solving - Applying knowledge, judgement and solutions to problems.

  • Analysis - Gathering relevant information and identifying key issues; relating and comparing data from different sources; identifying cause and effect relationships.

  • Initiative - Acting of own accord, being proactive and self-motivated, taking ownership/responsibility


Now is the time to join a growing, entrepreneurial SaaS company that puts their people first.


Equal Opportunity at PageUp

We know that in many cases individuals from underrepresented groups will not apply for jobs when they don’t meet all criterias, we don’t want this to be the case in our team. If you think you have what it takes, but don't necessarily tick every single bullet point on the job description, please still apply and give it a try. We'd love to have a chat and see if you could be our newest member.


So what makes us stand out?

PageUp is a 2021 Best Place to Work on the AFR list, recognised for our practices and achievements in community building, flexibility, communication, and transparency during the COVID-19 pandemic and beyond. This recognition highlights the strong culture we've built at PageUp and reflects our tireless efforts and commitment to create community, trust, and flexibility within our culture.

Oh, and our customers love PageUp for its deep, customisable functionality for a range of workflows and industries, all accompanied by outstanding customer service.


And, of course, the perks.

Our benefits provide something for everyone! Flexible working; an extra day of leave to do something awesome (no really – it's called Awesome Day); generous paid parental leave for primary and secondary carers; health benefits; a wellbeing allowance; employee assistance program; volunteer leave and more.

Our global presence also means those with a little wanderlust have the opportunity to take their career to new places. Pardon the pun.

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