Consultant Gig #723-AKL-IT-Interim Customer Success Leader

Our client is a cloud-based provider of software services in the ecommerce market. This fast-growing company is building its account management capability by recruiting expertise, and requires an Interim Leader for its team.  To be effective the Interim Leader will supervise the Account Management team, and review current work flows for easy wins in effectiveness and productivity.
We’re looking for a motivated Customer Success Leader who can manage a team of CSM’s (approx 10) across the US and NZ.
  • Focusing the team on driving product adoption, leading a positive customer experience, and driving customer happiness.
  • Drive customer outcomes, product adoption and customer experience to:
    1. Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    2. Reduce churn and drive new business growth through greater advocacy and reference ability
  • Begin to define and optimize customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation and leading a culture of continuous improvement
  • Assist the on-going development of a world-class team:
    1. Outline the develop requirements for a high performing team
    2. Initiate and participate in recruitment to support on-going growth
    3. Identify company-wide customer success processes, content and data to/from stakeholder organizations (e,g., Marketing, Sales, Product/Engineering, etc)
    4. Foster collaboration within the client team and across customers
    5. Develop operational practices to track performance of teams and individuals
  • Work closely with the COO, CMO, CFO to align on strategies, renewal forecasting,coverage plans, and account opportunities (i.e. opportunities and risks)
  • Drive account growth outcomes to:
    1. Expand revenue in accounts through up-sell opportunities
    2. Influence future lifetime value through higher product adoption, customer satisfaction and overall health scores
    3. Reduce churn and drive new business growth through account plans
  • Address escalated client issues with speed and urgency, orchestrating resources across the company as appropriate

Account Management Leader 

The successful professional will primarily work with the client’s COO and the Account Management Team of 7-10. The successful accredited professional will have experience in cloud-based services, logistics and dealing with enterprise clients.


Ideally the accredited professional will have: 
  • Extensive experience managing a Customer Success team at a global SaaS software company providing customers with a 24×7 business critical software system.
  • Superior problem solving and resolution skills to solve challenges during the customer lifecycle in order to instill trust and account growth from our customers
  • The ability to create the framework and processes that will enable the Customer Success Team to maximize the value creation opportunity for the customer.
  • An understanding that listening to your customers is the key to establishing strong relationships.
  • Experience dealing with negotiations, customer support requests, and customer issues while keeping a level head.
  • A solid background in leading a metrics-driven organization, where handling customer data is a key part of the role – keeping data secure, coaching customers through different workflows and filtering key insights back to the company at the right place.
  • A strong sense of empathy, including the ability to understand where customers are approaching problems from, how they are feeling about specific milestones,and what they are thinking about certain functionality.
  • The grit and tenacity to never give up and to find every way to make our customers successful.


Start date:​ ​Immediate start

Duration: 6-8 weeks

Location: ​​Auckland New Zealand and it is expected the accredited professional will work at the client site for the majority of their working time. The role may suit a professional seeking part-time engagement depending on skill and experience in managing a team, to be determined in cooperation with the COO, but is offered as a full-time role.

Rate:  ​ Final amount to be negotiated with the client, however, depending on level of experience and seniority, the daily gross rate for the Account Management Leader will be $NZ1500.


Applications close: No later than Tuesday 19th January 2021, 5pm AEDT