Head Of Client Success

The construction industry is rapidly evolving, help us drive the transformation at Simpel

The construction industry has dreamt of a world that isn't a maze of paper trails and delays - at Simpel we're turning that vision into a reality.Founded in 2018, our cloud-based platform is already empowering over 200,000 users at industry giants like Lendlease and Multiplex. By centralising construction operations into a unified platform, Simpel helps organisations deliver projects on schedule and on budget, while also boosting safety, productivity, and quality.

We are growing rapidly, scaling up our services and building our team - come join us as our Head of Client Success!

Overview

This isn't just about managing a team;
it's about shaping the future of how we support construction professionals worldwide.You'll be the architect of our client success strategy,ensuring clients unlock the full potential of Simpel and experience unmatched value.Think building a high-performing team,optimising onboarding and training, driving product adoption,renewals, and fostering long-term partnerships - this is your chance to revolutionise the way development and construction gets done.

As the Head of Client Success, you'll:

• Develop and execute a comprehensive client success strategy, aligning it with overall business objectives.
• Lead a talented team of client success managers, fostering a culture of excellence and continuous improvement.
• Champion user research and ensure customer feedback informs product development and feature prioritisation.
• Oversee key client relationships, building trust and acting as a strategic advisor.
• Drive industry-leading client retention and satisfaction metrics.

Specific areas of responsibility:

• Drive client retention and growth by focusing on key metrics at every stage of the client lifecycle.
• Develop and implement a client success strategy to drive adoption, engagement, retention, and satisfaction.
• Oversee the commercial aspects relating to upsell and renewal, and ensure continued oversight of client retention/renewal in line with a client expansion strategy
• Support the management of key accounts, acting as trusted advisor and fostering long-term relationships.
• Monitor client health and usage data to identify trends, risks, and proactive engagement.
• Develop a comprehensive understanding of the application and how clients are using it.
• Understand and keep up to date with industry trends and competitive landscape.

Team management

• Coach, develop, and support your team to achieve their targets and be the voice of their clients
• Scale the team by participating in hiring, onboarding, training and the development of future CSMs.
• Work cross-functionally, developing close relationships with Sales, Marketing, Accounts, Product &
  Development to understand client challenges and needs and proactively surface opportunities for improvement.
• 4+ years managing a Client Success team in a scaling SaaS company(think hyper-growth, proven PMF, market domination dreams).
• End-to-end customer lifecycle experience, from onboarding to account management.
• Experience collaborating with Product and Development teams to collate, evaluate and prioritise customer feedback, and be the voice of the client for future product development.
• Experience in leading the client expansion strategy (renewals and upsells)
• Strong problem-solving abilities, using analytical skills to devise solutions that deliver business value

We offer more than a paycheck:

• Be a leader in a high-growth, dynamic environment.
• Make a tangible impact on a massive industry.
• Work with a team that's as passionate as you are.

This is your chance to build something groundbreaking!

How to apply

If you are passionate about joining a rapidly growing software company, please submit your resume. The application must include:

• A one-page cover letter outlining why you are the best fit for the role
• A resume outlining skills, experience and education

Apply Online

Simpel is an Australian owned and rapidly growing technology company that is changing the way the construction industry will build into the future