Head of Customer Success at Ento

Customer Experience, Full-time, Melbourne melbourne support full-time
Posted a month ago

We're looking for an inspiring Head of Customer Success to lead our Account Management and Customer Support teams as Ento continues on it's journey of hyper-growth! You'll set the bar for outstanding customer service, be obsessive about net retention and strategise on how best to drive the customer experience for our clients.

You'll have the resources and autonomy to continue our reputation for world-class service and ultra-low client churn rate.

Sound like you?! Awesome, we want to hear from you!

About us
Ento is a Series B, SaaS scale-up with teams in Melbourne, Sydney, Auckland and Toronto building end-to-end staff management software in what’s currently a highly fragmented HR landscape.

Our product is considered best-of-breed and we have an amazing reputation with our customers and partners. We’ve been able to prove product-market fit across a range of industries and an ability to push into Enterprise size deals.

Our approach to flexible work 
We offer the option to work a compressed fortnight. This means you work slightly longer days (8.4 hours) over nine days so that every second Friday is an RDO. That’s right - three day weekend every other week! But if a ‘normal’ 10 day working week suits you better that’s also a-ok by us! 
If you love your home setup, you can work from home at least 50% of the time. You’ll always have a desk in our office, but outside of two days each week you’ll be free to work from home should you wish. 

Like flexibility to drop off kids? Or maybe early mornings just aren’t your thing! We’re all about that. We have core hours where the whole team is working, we aim to have our meetings during this time so the rest can be focus time, but outside of that you can start and finish when you please. 
We also recognise that everyone is a little different and sometimes you’ll need flexible arrangements that suit your situation. We’ll happily discuss your needs and if we can make it work we will! 

About you
You are solutions focussed. Finding new and innovative ways to solve our customer's queries quickly and efficiently comes second-nature. And you're able to unblock the team effectively, acting as the escalation point for our Account Management and Support teams.

You’ll love being hands on and working alongside your team to get a job done but also able to think big picture and strategise with our Exec team on priorities. 

You're a highly organised, calm and deliberate leader with strong ideas and the skills to implement them. 

If this sounds like you we’d love to hear from you!

If you'd been here last week you might have...

  • Hosted unblocking/strategy sessions with Account Managers and Customer Support Lead, coaching them on different areas of their own growth
  • Liaised with customers to drive Ento adoption and strategise on expanding usage of the platform
  • Negotiated commercial requests, account renewals and churn discussions, and driven to a resolution
  • Maintained Customer Success resources and held the team accountable to processes
  • Identified the areas of process improvement required and implemented the necessary solution
  • Worked with our teams internally on scoping of development, defects and various specialist projects
  • Prepared proactive campaigns for new features (eg VaxTrack) to fully understand the feature and how it may apply to customers
  • Worked with customers to build an inventory of referral collateral 
  • Scoped product requirements for customers and liaised with Ento’s Tech team about time/cost required to build - ROoMs
  • Reviewed customer churn and spending information to understand any trends and forecast
  • Your background

  • You genuinely love working with customers and you're not afraid to have the hard conversations with clients or internally
  • You've got the gravitas and experience to deal with escalations not just the upselling/commercial discussions
  • You have the ability to lead a team in an organised and deliberate way, this isn’t your first leadership role (we're looking for someone to provide coaching, understand blockers and be able to articulate priorities)
  • You've likely got some form of software background
  • And you've got a proven history of hitting targets and reporting the numbers via Excel
  • Natural problem solver - you're the "go-to"!
  • What's on offer

  • Trust – we’ll back you and trust you to deliver. You'll get to work autonomously while knowing the support is there if you need it
  • Flexible work - kind of goes without saying at the moment, right?!
  • Radical Transparency - We default to sharing to cultivate clarity & alignment
  • Ambition & Impact - We are obsessed with creating value by solving real problems, no matter how lofty
  • Authenticity - We are true to ourselves and respect each other’s differences
  • Deliberate Collaboration - We make sure the right people are in the room to drive quick considered decisions