🌟 Who We're Looking For
CorePlan is seeking an experienced Customer Success Team Lead to join our growing team and report directly to the Head of Customer Success. In this role, you'll be instrumental in driving customer success excellence, ensuring process adherence, and developing our CS team across Presales, Implementation, Account Management, and Customer Success functions.
You're a great fit is you're a customer-obsessed leader who can implement and maintain CS best practices while developing a high-performing team. You'll be responsible for the day-to-day management of our CS operation, ensuring consistent execution of our methodologies and maintaining high standards of customer health and satisfaction.
🛠 Responsibilities
Team Leadership & Coaching
Lead and mentor a cross-functional CS team including Presales, Implementation, Account Management, and CSM professionals
Conduct regular 1:1 coaching sessions to develop team capabilities and drive performance
Monitor individual and team KPIs, providing guidance for improvement
Identify training needs and coordinate skill development programs
Foster collaboration between different CS functions to ensure seamless customer experience
Process Excellence & Execution
Drive consistent execution of CorePlan's CS methodologies across all functions
Conduct regular customer health reviews and success planning sessions
Lead weekly team meetings to align priorities and remove obstacles
Ensure accurate and timely documentation of customer interactions and progress
Implement and maintain CS dashboards and reporting systems
Customer Success Operations
Oversee customer onboarding, implementation, and adoption initiatives
Monitor customer health scores and drive proactive intervention strategies
Coordinate with Sales and Product teams to ensure smooth customer handoffs
Identify and execute expansion opportunities within existing accounts
Drive customer advocacy and reference program participation
🙌 Qualifications and Fit
5+ years of B2B SaaS customer success experience
2+ years of team leadership experience
Proven track record of driving customer satisfaction and retention
Strong experience with CS tools and CRM systems
Excellence in customer relationship management
Data-driven approach to decision making
Outstanding communication and presentation skills
💎 Our Culture
TL;DR - CorePlan is not a good fit for everyone, and that’s OK. This is a bit about the culture of CorePlan. Our best crew members aren’t just interested in working at a job; we need people who are excited about building a great company.
Besides nailing down the specifics of your job, here's what makes our team rock:
First Principles Thinking -- We believe in breaking down and understanding problems into their most basic parts. When we eat elephants, we do it one bite at a time.
Infectious Passion -- We highly value team members who love the career path they've chosen and strive for mastery. We embrace the joy in the journey of learning, the excitement of overcoming challenges, and the fulfilment of growth. If you love what you do and are driven to constantly improve, you'll thrive here.
Create, launch, and evolve -- Creation is the spark of learning. Launch it internally, engage with customers, gather feedback, and evolve. We focus on inputs - what we can control - which ultimately drives outcomes.
LFG -- We set high goals and ruthlessly prioritise to hit them. We push ourselves to act from first principles, speak up as we care about each other as humans and embrace feedback to win as a team.
Yes -- We’re firm believers that we "can do" until someone shows us the "can't." You know, it's funny how often the really gnarly problems get busted by folks who had no clue they were supposed to be unsolvable.
🚀 Why Join CorePlan?
CorePlan is not just your average mining software company. We are one of perth’s few tech startups and the only one that's shaking up the mining industry with our cutting edge digital operations platform.
We've replaced outdated paper and spreadsheet systems with a seamless, collaborative solution that's already winning over customers in Australia and around the world. Based in Perth, we're on a mission to modernise the mining industry, and we're gaining momentum.
We’re a high-performing team looking for passionate, execution-focused, self-starters to help us build the next generation of software for mining.
If you're ready to make your mark in a tech-forward company, apply today and become a part of the CorePlan Crew!
❣️ Recruitment Agencies
We love your hustle and would love to work with you - however we are not engaging any currently. If you would like to register your interest in working with us please email careers@coreplan.io
