Customer Success Team Lead

Evotix Limited; Sedro-Woolley (WA); On-site; USD 120,000 - 160,000; Full time

Benefits offered by this job

Unlimited annual leave

401k plan

Employee assistance program

Educational benefits

Team events

Job summary

Evotix Limited in Osborne Park, Washington, United States, seeks a Customer Success Team Lead to guide the APAC CS journey, maximize customer value, and collaborate with sales, implementation, and support for seamless experiences.

You will build a high-performing team, coach on plays, analyze data, and advocate customer-centric improvements across our enterprise SaaS platform.

Qualifications

• Experience leading a customer-facing function in an enterprise SaaS environment.
• Strong commercial acumen with focus on retention, expansion and value.
• Proven ability to coach and develop teams to meet goals.
• Ability to partner with sales, implementation, and support teams.

Responsibilities

• Lead APAC Customer Success teams to maximize value and revenue retention.
• Train the team on plays, monitor adoption, and reinforce best practices.
• Analyze health data to identify trends and plan improvements.
• Be escalation point for key issues and provide product feedback.
• Foster an inclusive, collaborative team culture and talent development.

Skills

Leadership

Customer success

Retention strategy

Team management

SaaS experience

Strategic thinking

Job description

Customer Success Team Lead

Evotix Limited Osborne Park, Washington, United States

About this position

Who are Evotix?

We're a growing global EHS SaaS company with a clear ambition: to combine world-class software, data and AI to help our customers operate smarter, safer and more efficiently. For exceptional talent, Evotix offers something rare-the pace of a growth company, the scale to make a real difference, and the opportunity to influence strategy, technology and outcomes at a global level.

At Evotix, we're creating the future of workplace health, safety and wellbeing—and we need ELITE people to help us do it. People who pursue Excellence , show Leadership , deliver Impact , earn Trust , and Empower those around them.

The Role

Deliver impactful EHS solutions. Empower safer, smarter workplaces.

The CST Lead is responsible for ensuring compliance and processes are being established and followed in the Customer Success Team. Lead the APAC Customer success team to maximise customer value creation, improve revenue retention, strengthen executive relationship and create expansion opportunities. As the CSM Lead, you are responsible for working closely with the sales team, implementation consultants, solution consultants, customer support, professional services to facilitate a seamless customer journey and experience that leads to discovering new opportunities to work together. Above all, you’re a true champion of Evotix’s mission and are galvanized by our belief in providing savvy health and safety technology solutions for all our clients.

What You'll Do

• Developing a solid and trusting relationship between the various, different departments at Evotix.
• Reset customer expectations where required to work towards the changing lifecycle of the customer.
• Engage with the team to continually be looking for ways to create continued impact with our customers.
• Actively train the team on the playbook and reinforce plays as appropriate.
• Analyze customer health data at a macro and micro level to identify trends and to recommend a plan to address.
• Ensure use of tools for the CSM team are being utilized and recommend changes and new tools as needed.
• Ensure customer facing materials are up-to-date and being utilized. Adoption pack, webinars, user groups, product updates, knowledge base, training materials, customer promotional tools, etc.
• Nurture and develop talent in region. Creating skills development plan for team members to grow their career and competencies.
• Create positive, open, inclusive and collaborative team culture.
• Be the escalation point of contact for resolving key issues from the CSM team.
• Provide a feedback loop to product for future product enhancements as well as closing the loop on customer requests.
• Listen to the Voice of Customer and provide this valuable feedback and sentiment to internal teams, to support initiatives to improve customer experience.

What You Bring

• Nurture and develop talent in region. Creating skills development plan for team members to grow their career and competencies.
• Create positive, open, inclusive and collaborative team culture.
• Casts vision and sets the path for executing to the vision
• Recruits, inspires and motivates team
• Develops rapid and successful onboarding program and delivers program to new team members
• Ensures that the team members achieve their goals within the set deadlines
• Develops and executes strategies to achieve goals
• Develops and ensures role best practices & processes
• Collaborates with other business leaders to ensure company objectives
• Understands key metrics and measurements for success of role and drives continuous process improvement and metric-based decisions Experience, Skills and Attributes
• Demonstrate experience leading or mentoring customer-facing function within an enterprise SaaS or technology environment.
• Strong commercial acumen with experience driving retention, expansion and customer lifetime value.
• Health and Safety experience and/or training and certification
• Strong interpersonal skills
• Deep understanding of what our customers are trying to achieve
• Ability to empower and lead a team
• Strategic thinking, Collaborates well with others in the business, Problem solver
• Competitive Compensation: Enjoy a competitive base salary and company-based performance bonus.
• Time to Recharge: Unlimited Annual Leave because we trust you to balance your work and wellbeing. (AMER/EMEA)
• Financial Future: Generous tiered 401k plan that increases over time. (AMER)
• Support for You: Access to our Employee Assistance Program, including mental health, legal, and financial guidance.
• Growth Opportunities: Educational benefits to help you keep learning and growing.
• Team Culture: Regular team events, an inclusive environment, and a shared commitment to making an impact.

Thank you for your interest. Please note, we are not seeking support from external recruitment agencies at this time. Direct applications from candidates are warmly welcomed.