Head of Customer Success at Willow

Engagements, Full-Time, Sydney sydney support full-time
Posted a month ago

Founded in 2017, Willow is a global technology start-up. The WillowTwin™ is a disruptive IoT/Data SaaS that unlocks the true potential of smart buildings and infrastructure. We are writing a new chapter in human history, with unprecedented resource optimisation and management empowered by data. 
For the second year in a row (2020 & 2021), Willow has been ranked in Linked In's Australian "Top 25 Start-ups". You will be joining a team of performance-driven individuals, backed by the most advanced technology the built world has ever seen. We are chartering a new course, Digital First, the Willow Way. Our 'Willow World' is fast-paced, nurturing and collaborative.

Summary of Role:
The Head of Customer Success is an experienced Customer Success leader who will lead our Customer Success and Customer Support teams. Responsible for bringing strategic vision and an innovative approach to lead critical customer-facing teams at Willow. This will be a key role in helping our customers achieve impact, product utilization, business transformation, and revenue expansion by ensuring the engagement, success, retention, and growth of Willow’s customers.

Role & Responsibilities:

  • We're looking for a Customer Success leader with relentless client focus, an action oriented mindset, excited by the idea of scaling globally (quickly), and someone who thrives in a bold, fast-moving, open, values-driven team environment
  • Key Responsibilities will include:
  • Leading, expanding, and mentoring the Customer Success team by setting the strategy and prioritizing Objectives and Key Results (OKRs); hiring, training, and developing a world-class team to execute the strategy.
  • Driving customer lifetime value by defining the customer journey; deploying programs to help drive business value with customers, customer goal achievement, new features, and new use-cases; collaborating across teams to identify and pursue customer growth opportunities
  • Representing the voice of the customer and influencing internal stakeholders by promoting a customer-impact mindset across the organization
  • Architecting the customer success organization and solutions to leverage and scale in support of our revenue ambitions, including striking the right balance for the services and support offered to our global customer base
  • Partner closely with our Global Head of Delivery  to support customers from onboarding and training through to long-term successive renewals.
  • Partner closely with our sales/engagements teams to meet with leaders at prospective customers and existing customers to define goals and leverage our products and industry specialists to achieve them.
  • Skills & Experience Required:

  • Minimum of 10 years’ experience in a similar capacity  
  • Desirable to have worked in a property/technology/Saas company  
  • Hold a passion and understanding of technology to improve outcomes for our customers
  • A strong customer advocate with the ability and willingness to engage directly with customer
  • Significant experience building and managing Customer Success and Support teams in a fast-paced, dynamic, global environment.
  • Ability to move quickly, create clarity and bring energy.
  • Technical and SaaS experience and an ability to speak to technical customers in their language.
  • A strong strategic vision for the customer experience, and customer support.
  • The ability to architect services and support delivery models that align with current and emerging customer segments.
  • Ability to communicate well with individuals, teams, partners and at industry level events.
  • A track record of developing and mentoring great talent, and building and motivating high achieving teams.
  • The skills to be a data-driven decision maker, with a willingness to experiment and iterate.
  • Effective and productive collaborator to drive cross-functional initiatives
  • Strong commercial acumen and ability to influence customer and Willow outcomes for long term alignment with our customers.
  • Empathy, humility and exceptional listening skills
  • If you are eager to work in a fast-paced, high growth tech start-up based on collaboration and open communication, then Willow could be the place for you. We at Willow never give up, we work smart, we care about our fellow human beings, and we always put our best foot forward.

    Willow is proudly diverse. We work to create an equitable and inclusive experience for candidates and employees, where people from different backgrounds have an opportunity to succeed. Join us in our mission to digitise the built world!

    To find out more, visit the website: https://www.willowinc.com