Posted 1 month ago

Head of Customer Success

MelbourneOn-siteFull-time

AI Summary

Head of Customer Success who will lead, grow, and elevate a 5-person Customer Success team, deepen eCommerce analytics to drive customer insights, and partner across Sales, Product, Tech, and Support to improve the end-to-end customer journey.

About this role

preezie has a mission to bridge the gap between the online and in-store shopping experiences so we built the world’s first retail experience platform. We work with retail partners all over the world. Some of our success stories include brands like Lorna Jane, Baby Bunting and Shaver Shop. We are changing the retail and ecommerce landscape one experience at a time.

We are building a team and company that will be spoken of alongside brands like Afterpay, Canva and Atlassian. Having successfully closed a Series A funding round led by Afterpay-backed Touch Ventures, we are now at the stage of our journey where we need a Head of Customer Success to take our Customer Experience to the next level.

Why you want this role:

In 12 months time you will be able to look back and say you achieved amazing things such as:

You will have taken a team of 5, grown them to the next level, and added more to the team
You will be an expert in eCommerce data analysis including conversion rates, revenue, average order value and other Google Analytics metrics and preezie analytics providing insights to the customers, Product Teams and Senior Leadership
You will have reviewed all processes in place, made improvements and be taking the entire function to the highest level of delivery
You will have a constant lens on how to partner with Sales, Product, Tech and Support to ensure alignment and collaboration that drives the entire business forward
You will have risk management down to a science so that we are in complete control of what resources we need to bring to bear to support the customer on the journey to success

What we are looking for:

At least 2 years experience running a Customer Success function in an E-commerce business or SaaS business or another digital industry that would be ideal
Demonstrated success in managing a team and growing their skills and capabilities
Demonstrated success providing insights on how to manage the entire customer journey and integrating it into our model
Collaborative in approach but capable of driving your own results and output
Someone who can handle the changing dynamics of a start-up environment

What’s next?

We are looking for someone who has shown they can learn and grow and has, or is interested in developing, an appreciation of the retail and technology space. If this is you then send us a CV, Portfolio, Statement of Skills, LinkedIn Profile, Video or anything else you feel gives us a representation of your skills.

We know that the confidence gap and imposter syndrome can block amazing candidates from throwing their hat into the ring, don’t let that happen today. We are not after people who tick all the boxes. Potential, aptitude and growth are all important to us and we look forward to hearing from you.

Are you the next member of the #peopleofpreezie