Manager of Scaled Customer Success
Go1
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See open jobs at Go1.See open jobs similar to "Manager of Scaled Customer Success" Airtree.Did you know someone completes a Go1 course or learning resource almost three times every second? We've grown from humble beginnings into the most diverse learning content aggregator on the planet. Our culture transcends physical walls, thriving in connections and collaboration. We embrace change as an opportunity for innovation and growth. Our pace is fast, and our goals are ambitious. If you love tackling bold challenges and growing rapidly alongside talented and humble people, you'll fit right in at Go1.
The next chapter of our growth story needs you. GO there with us.
This is a unique opportunity to take a leading role in shaping the future of Scaled Success at Go1. As the Manager, Scaled Success, you will be responsible for bringing Go1’s scaled success strategy to life across a global team covering EMEA, NAMER, and APAC.
You will lead a team that manages Go1’s largest customer portfolio, and spearhead innovation in process optimization and tech-touch approaches.
Your work will directly empower customers and partners to achieve success through streamlined workflows and self-serve solutions, while fostering a culture of continuous improvement within the team and the broader customer experience. This is your chance to make a lasting impact.
Experience
Essential
- At least 5 years of experience in Scaled Customer Success or related roles, with a track record of achieving or exceeding targets.
- Previous experience managing a team, with a focus on coaching and developing, delivering customer-centric initiatives, and/or influencing positive change within an organisation.
- Customer-focused project management, system or service design or delivery experience.
- Problem-solving - ability to identify and address problems, resolve conflicts, and find creative solutions to pain points.
Desired
- Experience innovating, building, growing and scaling teams to deliver digital first, self-service and one-to-many client engagements.
- Experience in the SaaS industry, with a strong understanding of the market, competition, and customer needs.
- Communication - the ability to listen to others, storytelling, and clearly convey your ideas and feedback, as well as collaborate with internal teams and influence stakeholders.
- Great cross-functional stakeholder management and collaboration skills as you will work across the business and with people at a variety of levels.
Responsibilities
As a Manager, Scaled Success, you will be individually accountable to:
- Lead the Scaled Success team - Hire, onboard, coach and motivate team members to achieve activity KPIs and drive customer satisfaction, identify and minimize churn risk and achieve gross retention rate targets
- Spearhead opportunities for process optimization and efficiency to deliver best in class tech-touch and scaled customer success, by fostering innovation and demonstrating a mindset of continuous improvement.
- Allow customers to self-serve and drive their own success with standardised, templated resources and workflows.
- Create and demonstrate value, educating and driving customer success through one-to-many activities such as webinars, L&D idea sharing and scalable value realization.
- Maintain alignment with Partner Success and Go1 Partners, to service and enable mutual customers to get value from the Go1 subscription, in line with the service model.
- Improve customer health – Work with team members to analyze customer data to identify trends and opportunities and take action to improve customer satisfaction and retention.
- Build and maintain strong relationships with internal stakeholders, and cross-functional teams to identify opportunities for improvement and ensure customer success.
- Capture and provide customer feedback to internal teams such as CX Strategy, Marketing and Product for continual improvement.
You will also have a shared accountability to:
- Drive customer engagement and adoption of the Go1 product, measure and report on success, and optimize for scale and continuous improvement – work with Marketing and CX Strategy to develop and implement scalable customer success strategies.
- Improve CX effectiveness, aligning Support & Scaled Success workflows to ultimately improve team capacity, speed to resolution, customer happiness and retention – work with CX Strategy & Support teams to design & implement workflows.
#LI-REMOTE #LI-AD1
Benefits:
At Go1, our employee benefits extend far beyond a paycheck, ensuring our team feels supported, valued, and empowered to bring their best selves to work each day, driving our mission to unlock positive potential through a love of learning.
- In addition to your base salary: Annual bonus or commission plan.
- Employee Stock Option Plan: Opportunity to share directly in our success through stock options.
- Public Holiday Swap: Swap a public holiday for another preferred day.
- Wellbeing & Learning Days: Additional five days paid leave per year.
- Learning Budget: $500 USD per financial year, plus access to additional Career Growth Budget.
- WFH/Transport Budget: Monthly allowance for internet/phone expenses or public transport.
- Home Office Setup Budget: One-off allowance for desk, chair and/or monitor.
- Parental Leave: Minimum of 18 weeks paid parental leave for primary carers + 6 weeks paid parental leave for secondary carers.
- Wellbeing Support: TELUS Health EAP or Spill.
Check out Life at Go1: LET'S GO!
This job is no longer accepting applications
See open jobs at Go1.See open jobs similar to "Manager of Scaled Customer Success" Airtree.
