Customer Success Lead at Yellow Canary

Sydney sydney support full-time
Description
Posted 11 days ago

Yellow Canary is a rapidly growing Australian tech company looking for a Customer Success Lead with a customer centric and automation first mindset. 

The role is flexible with remote working and time within our Sydney office (when not locked down). 

The Yellow Canary platform calculates wages and superannuation in accordance with awards and enterprise agreements to ensure employees are paid correctly - an issue that is becoming increasingly topical for all employers and industries in Australia. You may have noticed news articles about wage theft? We help fix that and we’re just getting started. 

THE ROLE 

We’re looking for a Customer Success Lead to help customers realise the value in their YC investment as a leader in our Customer Success team. 

Reporting to the Head of Customer & Growth, you will be responsible for driving increased value, retention, customer satisfaction, and ultimately expansion of the YC footprint. 

Your role will include:

  • Managing, leading and driving the customer success squads, with a focus on our newest product 
  • Building proactive and collaborative relationships internally across product, sales, engineering, data and marketing to facilitate an exceptional customer experience 
  • Guiding customers over their hurdles, delivering value through proactive and programmatic customer engagement 
  • Creating initiatives to drive customer satisfaction, adoption and expansion 
  • Creating feedback loops and formulate requirements for our internal technical and go to market teams 
  • Developing and monitoring customer, performance and service metrics for areas of focus and KPIs 
  • Custodian of the relationship with key customer contacts 
  • Implementing, improving and standardising key processes to ensure a seamless and delightful journey for customers 

Skills/experience:  

  • High level of empathy for the customer 
  • Proven success in relationship management or account management with a preference for prior SaaS or scaled customer success or services experience 
  • Proven track record in scaling, leading and managing high performance teams 
  • You are highly organised and can manage contending priorities at once 
  • Strong problem-solving skills 
  • Able to work with other functional leads to drive business goals and customer outcomes 
  • Have a proven track record of delivering and implementing solutions 
  • Flexible and adaptable mindset with desire to grow with us 
  • Experience with one of the following: agile ways of working, project management, software/ tech industry 

WHAT WE DO 

Industrial relations is complex. Automation is the smarter way to manage payroll compliance and verify employee entitlements. The Yellow Canary platform ingests payroll, timesheet and rostering data to calculate payment variances in line with awards, enterprise agreements and the superannuation guarantee. 

The YC team was established in 2017 and we are growing rapidly, primarily based out of Sydney and surrounds. Our platform serves some of Australia's largest employers, enabling them to get their wages and employee entitlements right, quickly. 

At YC, we're passionate about our products, innovating to do things better, and creating a work environment that values tenacity, respect, and a sense of fun. If that sounds good to you—then we hope you’ll join us!