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VP of Customer Success

CIM

CIM

Customer Service, Sales & Business Development
Sydney, NSW, Australia
Posted on Wednesday, June 12, 2024

VP of Customer Success

ABOUT CIM: CIM creates innovative building analytics software that helps buildings run with ease for a sustainable future. Our award-winning platform integrates building intelligence, machine learning and technical engineering support to simplify complex building data, making it accessible and actionable for people who own and operate buildings, directly contributing to the fight against the climate crisis.

We are a well-established start-up with a passion for reducing carbon emissions, and we are looking for someone who is equally passionate about the environment and technology.

WE USE OUR EXPERTISE TO:

  • Reduce energy consumption and greenhouse gas emissions by 20% to 40%
  • Deliver 25% maintenance savings by driving preventative maintenance programs
  • Improve tenant comfort and reduce tenant hot & cold complaints by up to 32%
  • Increase and protect buildings' sustainability ratings, and
  • Empower on-site facility managers and contractors to perform detailed equipment analysis

ABOUT THE ROLE:

CIM is seeking a strategic and results-driven VP of Customer Success to lead our customer success initiatives and drive the ongoing success and satisfaction of our growing client base. In this role you will play a critical role in shaping our customer success strategy, building scalable processes, and fostering strong customer relationships to maximise retention, expansion, and advocacy.

WHAT YOU’LL DO:

  • Strategic Direction Setting
    • Develop long-term customer success strategies that align with the company's overarching goals and objectives
    • Work closely with executive leadership to ensure that customer success initiatives support the company's strategic vision.
  • Revenue Growth and Upselling
    • Identify opportunities for upselling additional services to existing customers, driving revenue growth and maximising customer lifetime value.
    • Collaborate with sales teams to enhance expansion rates and foster growth opportunities across new client sites.
  • Retention and Churn Reduction
    • Develop and implement customer retention strategies aimed at reducing churn and increasing customer satisfaction and loyalty.
    • Monitor key metrics such as NPS, CSAT, and Customer Health Score (CHS) to gauge the effectiveness of retention efforts.
  • Customer Integration/Onboarding
    • Lead the integration function to ensure data is integrated seamlessly onto CIM’s cloud based PEAK platform and efficient transition for new customers.
    • Develop and implement onboarding processes that maximise customer engagement and satisfaction from the start.
    • Ensure the onboarding team provides clear guidance, training, and support to new customers to help them quickly realise the value of our platform.
  • Data Analysis and Product Integration
    • Analyse customer data and feedback to identify trends, areas for improvement, and opportunities to enhance product or service offerings.
    • Advocate for customer needs within the product development team and ensure that customer feedback is integrated into product roadmaps.
  • Leadership and Collaboration:
    • Lead and mentor the Customer Success and Integration teams, fostering a culture of collaboration, innovation, and continuous improvement.
    • Collaborate with cross-functional teams, including Sales, Marketing, Engineering, and Product Development, to ensure alignment and synergy across departments

ABOUT YOU

  • Bachelor's degree in business administration, marketing, or a related field (Master's degree preferred).
  • 8+ years of experience in customer success, account management, or related roles, with at least 3 years in a leadership or executive position.
  • Proven track record of driving customer success, revenue growth, and business results in a SaaS or technology company.
  • Strong leadership, communication, and interpersonal skills, with the ability to inspire and motivate teams to achieve high levels of performance and engagement.
  • Strategic thinker with the ability to develop and execute long-term plans and initiatives that drive business growth and customer satisfaction.
  • Experience working cross-functionally with sales, marketing, product, and other departments to achieve common goals and objectives.
  • Analytical mindset with the ability to leverage data and insights to inform decision-making and drive continuous improvement.
  • Customer-centric mindset with a passion for understanding customer needs and delivering exceptional customer experience.

                We’re aware of research that indicates people identifying as women or from under-represented groups are far less likely to apply for roles if they don’t meet 100% of the requirements. At CIM, we’re interested in hiring passionate and curious people that are motivated to make a difference, so please still apply even if you don’t think you have the required experience in absolutely everything that we mention