Customer Success Team Lead

Summary

Join Atomi: Innovate, empower and inspire in the Edtech world. As the Customer Success Team Lead, you will manage a team of Customer Success Managers across multiple states within Australia, responsible for the ongoing management and renewal of all existing customers.

Requirements

• Demonstrable track record in a sales environment, with a focus on meeting and exceeding objectives
• Deep experience in Customer Success or Account Management leadership within a SaaS business
• Proven success leading and developing a team of Customer Success Managers
• Experience working in a business with a land and expand motion
• Experience in fast-paced settings, showcasing an ability to prioritise and adapt
• Experience working in a team collaboration environment
• Experience within the education sector, particularly working with schools or educational staff, will be highly regarded
• Start-up / Scale-up experience will be desirable. You'll need to be comfortable with ambiguity
• Previous experience in delivering presentations to a range of audiences, including senior executives
• Familiarity with CRM systems, preferably HubSpot
• Proficiency in digital communication platforms and presentation tools

Responsibilities

• Ensure that the renewal targets are hit for your team
• Take ownership of the planning and forecasting for your team
• Work closely with VP of Sales and your peer Customer Success Team Lead to ensure that team strategies are developed and executed
• Proactively collaborate with Product and Educational Content teams to ensure that your team are well informed and you maximise the opportunities within your customer portfolios
• Investigate and manage each stage of the customer relationship with your team
• Run analysis of numbers and identify areas we are able to optimise the customer experience
• Train, manage and coach members of your team and empower them to hit their targets and delight our customers
• Champion and develop best-in-class processes, practices, and efficiency
• Lead the upskilling and training on various parts of the sales process with your team
• Champion professional development and career guidance as well as hiring, performance coaching and promotion of team members
• Ensure strong collaboration and partnership between your team and the broader Atomi business including Sales, Product, Marketing and Educational Content

Benefits

• Tailored flexibility : Enjoy work-life balance with hours that adapt to your needs, whether for university, family or personal time
• Generous leave : Experience unlimited paid leave options as a permanent team member
• Location Independence : Work from Sydney, interstate or wherever you find inspiration
• Growth and development : Use ongoing opportunities to improve your skills and expand your knowledge
• Holistic wellbeing : Benefit from a comprehensive employee assistance program subscription and additional wellbeing leave, supporting your best self
• Parental support: Enjoy 14 weeks of paid leave for new parents, with additional leave specifically for birthing parents
• Work with the best: We know you want to work alongside the best, so we work hard to hire only the best
• Regular social in-person and remote events: Including team sports competitions, trivia nights and themed annual events
• Atomi access : Enjoy free Atomi services for you and your family
• Onsite teams : Our Sydney office is ideally located in a central setting with cafes, shops and public transport nearby