Head of Customer Success

MELBOURNE, VIC, au Posted 9/21/2018 Leaves the board today
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VideoMyJob is on the hunt for a leader to develop and execute our Customer Success strategy. You will drive video adoption and provide outstanding service to recruiters, talent acquisition and HR professionals in 40+ countries.

As our first Head of Customer Success, you’ll be responsible for heading up and building our customer-facing teams, embedding new processes at scale and be accountable for customer activation and churn. You will report to the CEO and have a seat at the table with other key leaders, shaping the direction of a high-growth startup on a mission to bring jobs to life with video.

YOUR RESPONSIBILITIES

  • Defining, creating and executing the customer success strategy

  • Customer onboarding, adoption and retention; owning churn metrics and renewal revenue targets

  • CS initiatives and management of the customer journey, identifying improvement and innovation opportunities

  • Building a passionate, customer-centric team of activation and adoption specialists

 

OUR CHALLENGES

  • Reducing the amount of time customers take to successfully adopt

  • Capturing and utilising customer feedback to improve our product and service

  • Providing 24/7 customer support across multiple time zones

  • Identifying the key metrics that result in super users and video evangelists

  • Keeping customer and revenue churn under 0.6%

 

ABOUT YOU

  • VideoMyJob gives amateurs the tools to create, share and track on-brand video at scale - you will be our biggest advocate and product adoption expert

  • You are above all curious and constantly working to grow and learn

  • You’re an adept customer success tactician who can map complex customer journeys and engineer automated workflows to complement in-person service delivery

  • Process junkie, you build them, you empower your people to follow them and you know how to measure their effectiveness

  • You can think on your feet and perfection is not a default requirement for progress (measurement is)

  • You can confidently capture, manipulate and present data to inform decision making

  • You’re an articulate and effective communicator across all channels
     

BONUS POINTS

  • Passionate about storytelling, photography and video

  • Subject matter expertise in recruitment and talent acquisition 

  • You enjoy testing (breaking) and exploring new technology


If this opportunity excites you and you think you have what it takes to video with us, please forward your resume and a short video by hitting submit below. Tell us why you think you’ll be a great fit for VideoMyJob, use any video tool you can get your hands on, we’re not judging you on your production skills (yet, we can teach you that)!

  • Bachelor's degree in a related field. MBA or Masters is a plus

  • 10+ years experience in enterprise customer success and account management 10+ years of experience in services leadership with proven experience in building and leading a Customer Success team

  • Experience overseeing a department-level P&L and revenue goal

  • Bring a deep understanding of SaaS customer support and customer success methodologies

  • Enthusiastic and inspiring people management skills

  • Demonstrated success of scaling both customer support and professional services teams in a high-growth environment

  • Has a strong empathy for customers

  • Excellent project management, organization, and communication skills

  • Data-driven with a deep experience with business analytics

  • Highly tactical with thoughtful action to drive high-performance results

  • Experience using HubSpot, MixPanel and Intercom a plus

 

 

BENEFITS

  • Flexible working, we are a mixed team of remote, itinerant and Melbourne CBD-based workers

  • Busy ‘pod’ in one of Melbourne’s hottest co-work spaces (brief walk from Flinder St, bike shed, heaps of coffee, meeting and work stations)

  • Unlimited growth potential

VideoMyJob is an award-winning HR Tech startup, born in Melbourne but with a rapidly growing client base in Europe, the US and Asia.  We are a small team of recruitment marketing enthusiasts passionate about innovating in HR. We've built a market-first enterprise video solution (native app + cloud dashboard) that enables teams to collaborate on the creation, sharing and tracking of branded videos to better engage with job seekers and employees.

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