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're looking for a leader with B2B SaaS experience, who can think strategically and muck in with operational activities, to spearhead our onboarding and client support function.The RoleThis leadership role will be responsible for operating an efficient, scalable function that consistently delivers for our customers. The Head of Client Services will lead and oversee the Onboarding and Support functions.A strong focus on driving customer satisfaction, retention and growth is essential, while developing robust operational systems that allow the business to scale globally and efficiently. B2B SaaS experience in successfully implementing Onboarding and Support tools and processes will be highly valued.Key Responsibilities Operational and People Leadership: Lead, mentor and manage the Onboarding and Support teams to ensure operational excellence, high performance and continuous improvement. Client Onboarding: Ensure successful customer onboarding to improve metrics like time to live, CSAT, onboarding completion and refine processes to enhance the customer experience. Client Support: Oversee the Support team, systems and processes to ensure timely resolution of customer issues and continuous improvement of support performance metrics. Knowledge Management: Maintain and continuously improve high-quality documentation and training materials based on customer feedback and product updates. Collaboration & Communication: Collaborate with Product, Engineering, Marketing, Sales and Client Success teams to integrate customer feedback and develop customer education programs. System and Process Improvement: Evaluate and improve onboarding and support processes, implementing tools to streamline interactions and staying current with industry trends and best practices. Minimum Requirements Bachelor's degree in Business, Marketing, or a related field. 7+ years of experience in Customer Success or Customer Support roles, with at least 2 years in a leadership position within a B2B SaaS company. Proven track record of driving customer success, retention and growth. Strong leadership and team management skills, with the ability to inspire and motivate a team. Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal stakeholders. Strategic thinker with strong analytical skills and the ability to use data to drive decision making. Experience with CRM and customer success software tools (experience using Hubspot looked upon favourably). Passionate about customer success and dedicated to delivering exceptional customer experiences. This role is an exceptional opportunity to leave a lasting impact, not only on ArchiPro but on the industry as a whole, by shaping its future and unlocking its untapped potential.We look forward to connecting!
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