Onside is a dynamic and fast-growing Agri-tech SaaS business with a vision to power the world's biosecurity. Currently in the scale-up phase, expanding rapidly and thinking globally, our team and high-performance culture reflect the business. Offering an innovative workplace where our team lives and breathes Onside's standards and rituals.
As the Customer Success Director, you will lead a high-performing Customer Success team to deliver customer satisfaction, engagement and retention. You'll drive value for our customers by harnessing a culture of exceptional customer support and partnership, within a scalable, repeatable onboarding, activation and retention model.
Responsibilities
- Lead the customer success team, setting objectives, coaching, and fostering culture of innovation and customer centricity
- Develop and implement a customer success strategy to drive adoption, engagement, retention, and satisfaction
- Support the management of key accounts, acting as trusted advisor and fostering long-term relationships
- Collaborate with cross-functional teams to ensure customer success is embedded throughout the business
- Identify opportunities for process improvements and optimisations to enhance customer success team efficiency and customer experience
- Monitor customer health and usage data to identify trends, risks, and proactive engagement
- Develop and deliver success metrics, reports, and dashboards to track performance and drive decision-making, owning the retention forecast for reporting to the Leadership team and Board
- Be the voice of the customer internally, and advocate for customer needs in relation to product developments and industry changes
- Proven senior SaaS leadership experience in customer success, driving customer retention through demonstrated practices of reducing churn and contraction and delivering strong NPS
- Experience defining and implementing a scalable customer experience strategy from early stages
- A strong background in scaling and leading high-performing Customer Success teams
- Exceptional communication and interpersonal skills, with a passion to build strong relationships with customers and internal stakeholders
- Analytical and digital-first mindset with the ability to leverage data for informed decision-making and to evaluate the effectiveness of initiatives
We're expanding in every direction – think new places, teammates, and knowledge. So, when you join us, you'll dive into all sorts of exciting experiences and grow your career. Our dog-friendly office in the heart of Richmond is buzzing with a high-performing team working together to solve problems to achieve a common goal - to connect rural communities.
