Head of Customer Success

Auckland, New Zealand
Overview of the Role

Reports to: COO or designate
Hours of work: Full-time

This role is a critical appointment for Ambit. You will be part of the leadership team and work with an incredibly talented group of dedicated individuals.  This is not a corporate role and very much requires a hands-on approach. You need to be happy and comfortable engaging with our Customers.

Under our SaaS business model our customers pay us a regular subscription over time (rather than all up front), and a sustained growing relationship with them is absolutely vital to our long-term business success. Customers need to be increasingly more engaged with Ambit, and our services, and we have to foster and encourage that through helping them meet or surpass their expectations all the time - we succeed when they succeed. Customer Success is a mindset that underpins everything we do, and the Customer Success team are at the forefront of this. 

We need an innovative leader to own and drive success for our customers. The role will be responsible for developing and enhancing a Customer Success business unit that can handle scale and deliver against all targeted metrics and milestones. This role includes responsibilities for Customer Success activities including pre-sales demos, on-boarding, support, value-add services, adoption, advocacy, account management and community. Deliverables include retention, renewals and upsell. It is expected that you will relentlessly monitor and manage customer health and proactively manage those customers at risk of churn.

Key Responsibilities
  • Promotion and Ownership of Customer Success Outcomes.
  • Define and Optimize Customer Lifecycle.
  • Manage Customer Success Activities.
  • Measure Effectiveness of Customer Success.
  • Enhance Effectiveness and Efficiency Through Technology.
  • Inspire Customer Success across the Company.

Credentials, Experience, and Skills
  • Preferable 3 Years professional experience in Customer Success roles.
  • Tertiary qualified.
  • Experience in a SaaS business essential.
  • Operational skills and experience in relevant systems and software packages, including CRM and support management.

External/Internal Interface
  • Demonstrated ability to interface with people at all levels.
  • Written and verbal communication skills relevant to the position.
  • Job involves contact both internal and external to the company requiring an enthusiastic, pleasant, helpful, personable and professional manner and tact.

** This role is only open to New Zealand residents. Overseas applications will not be considered.

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