ArchiPro is not just another online platform; the people here at ArchiPro are revolutionising an entire industry.Today, building and renovating is a time-consuming, expensive, demanding, and fragmented process, and great design feels restricted to the privileged few. Separately, we're witnessing industry after industry being revolutionised by technology, yet the building industry and all of the elements involved in the process have yet to undergo this level of digital innovation and transformation—until now. Meet ArchiPro—a cutting-edge all-in-one platform built on exceptional design and world-class engineering; we have quickly become a game-changing industry leader.
Every month, nearly half a million people use the ArchiPro platform to search for Products, connect with Professionals, and find Project Inspiration for their building projects. Our platform empowers businesses to grow online and helps millions of people embarking on their building journey find what they love and need, from architects, designers and builders to products and materials.
We are on a mission to simplify the end-to-end building experience and are looking for a General Manager of Customer Success to join our team.
The RoleThe General Manager of Customer Success will lead and oversee the Customer Success team at ArchiPro, ensuring that all clients experience exceptional service and achieve maximum value from the platform. This role is responsible for developing and implementing strategies to enhance customer satisfaction, drive client engagement, reduce churn, and optimise the customer lifecycle. The GM of Customer Success will work closely with the Sales, Marketing, and Product teams to ensure a seamless and integrated approach to customer management.
Areas of ResponsibilityLeadership and Strategy: Develop and execute a comprehensive customer success strategy aligned with ArchiPro's business goals, focusing on customer retention, satisfaction, and growth.Lead, mentor, and grow the Customer Success team, ensuring they have the tools, training, and support needed to succeed.Set and manage team KPIs, including customer retention rates, Net Promoter Score (NPS), Customer Satisfaction (CSAT) scores, and Customer Lifetime Value (CLV).Client Onboarding and Management: Design and implement onboarding processes to ensure new clients are set up for success and quickly realise value from the platform.Oversee the development of personalised success plans for key clients, ensuring their goals are met through the effective use of ArchiPro's services.Establish workflows for regular client check-ins, performance reviews, and proactive engagement to ensure continuous client satisfaction.Customer Lifecycle Management: Map and manage the entire customer journey, from onboarding through renewal, identifying opportunities for improvement and optimisation at each stage.Develop and implement lifecycle marketing strategies in collaboration with the Marketing team to keep clients engaged and informed about new features, updates, and best practices.Drive initiatives to increase product adoption, usage, and overall client engagement with the platform.Renewals and Retention: Own the renewal process, working closely with the Sales team to ensure high renewal rates and to identify opportunities for upselling and cross-selling.Monitor customer health scores, identify at-risk clients, and implement strategies to mitigate churn.Analyse customer feedback and data to continuously improve the customer success program and reduce churn.Collaboration and Communication: Collaborate with Sales to ensure a smooth handoff from sales to customer success and to align on strategies for client growth and retention.Work with Product Management to ensure customer feedback is incorporated into product development and that clients are aware of and effectively using new features.Partner with the Marketing team to develop and execute communication strategies that keep clients engaged and informed throughout their lifecycle.Data-Driven Decision Making: Utilise customer data and analytics to drive decisions and strategies. Regularly report on customer success metrics and progress toward goals to the executive team.Implement and oversee the use of customer success tools and platforms to track customer interactions, health scores, and other key metrics.Continuous Improvement: Stay updated on industry best practices and trends in customer success, and continuously innovate and improve ArchiPro's customer success strategies and processes.Foster a culture of customer advocacy within the organisation, ensuring that the customer's voice is heard in all strategic decisions.Minimum Requirements: Experience: 10+ years of experience in customer success, account management, or a related field, with at least 5 years in a leadership role, preferably in a SaaS or subscription-based business.Education: Bachelor's degree in Business, Marketing, or a related field. A Master's degree or MBA is a plus.Skills:Strong leadership and team management skills, with a track record of building and scaling customer success teams.Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams.Proficiency in using CRM and customer success platforms, along with a strong understanding of customer analytics.Strategic thinker with a data-driven approach to decision-making.Proven ability to manage and optimise the customer lifecycle, reduce churn, and increase customer satisfaction and retention.Benefits / PackageCompetitive Base SalaryWork in a beautifully designed office space based in ParnellEnjoy long service 'ArchiVersary' day's off each year of serviceOpportunity to join our ESOPAttend our frequent team initiatives & activitiesDog friendly workplaceFresh fruit, barista coffee, snacks and a great lolly jar!Our VisionOur vision is to empower people to create better spaces in which we experience life. To do this, we're making quality architecture more accessible, and this, in turn, will inspire people to invest in quality products and trusted professionals they need to get the job done on time and on budget. Our ValuesWe are powered by designThe PRO mentality is in our DNAWe pursue excellence in everything we doOur success is defined by our clients' successAt the heart of our platform is the userWe're a star team, not a team of starsWe look forward to connecting!
#J-18808-Ljbffr