Customer Success Lead

Profile

Building a team starts with valuing the team. We hire the best of the best to ensure you’re working with people you can constantly learn from. You’re trusted to get your work done your way while testing the limits of what’s possible and what’s next. And you’ll be part of a culture where everyone feels supported.
We also value sports. Not just because of the big wins and highlight-worthy plays, but because of the lasting impact sports can have: the lifelong lessons in teamwork and dedication; the influence of inspiring mentors; the priceless opportunities to play at the next level. Sports can change lives—that’s what we value.
Our team helps the world see sports differently through products that make it easier to capture video, analyze data, share highlights and do a lot more.
Ready to join us?
We are looking for a Customer Success Lead to join our Elite Customer Success team. Reporting into the Customer Success Director, you will take the leadership across the assigned macro-region in driving adoption of the Elite Customer Success Programme, being responsible for increasing retention rate and impacting the overall region growth.
The purpose of the Elite Customer Success department at Hudl is to provide the best customer experience possible which in turn will result in increased annual recurring revenue retention and expansion. Hudl Customer Success Managers are on a mission to take sports customers (clubs and other organizations) on the journey to implement high performance workflows, ensuring they achieve their goals and get the maximum benefits from their Hudl products suite, ultimately renewing and expanding their subscriptions.
As Customer Success Lead you will focus on coaching the CSMs, monitoring engagement and retention KPIs, help driving process efficiencies, deploy best practices ensuring a premium customer experience is delivered to customers across each touch point.
This role will be based in Sydney, Australia and will look after the APAC macro-region, supporting a team of 6 CSMs dedicated to growing and renewing sports organizations across China, Oceania, South-East Asia and Japan.
You Are
Experienced
. You have several years of experience in customer facing roles (CSMs/Account Management). Customer Success Leadership experience is a plus for this role.
Knowledgeable
You possess an excellent understanding of the Customer Success landscape (roles, processes, best practices, KPIs, metrics)
. Experience in implementing customer journey, post-sales best practices and renewal strategies is key in this role.
A leader and a coach.
You have strong leadership and coaching skills; you are able to mentor, educate and inspire others.
Process driven
You have proven ability to design and implement new processes, improve existing ones, and you are able to encourage and facilitate adoption
Commercially savvy.
You are an experienced sales professional, you have strong
business acumen and understanding.
You are comfortable working in a fast-paced environment with ambitious growth targets.
A Leader and a Coach
. You have the ability to work, educate and inspire others to adopt change. You win trust and credibility from colleagues, educate and inspire others to adopt change, you mentor team members, influence stakeholders and push through roadblocks driving collaborative projects to achieve mutually agreed outcomes.
An excellent communicator.
You are able to develop world-class client presentations and/or internal education materials.
Analytical
. You have strong
analytical skills and
are comfortable managing data to gain insight into user behavior and engagement.
You Will
Have an impact.
You will have direct responsibility on retention rate and overall growth of the assigned macro-region. You will be responsible for the implementation of the Elite Customer Journey across your macro-region, deploying and improving CS processes and best practices.
Be a partner.
You will work with the CS Director and other CS Leads on post-sales processes, driving efficiencies and helping scaling the Customer Success structure in your region.
Monitor and report
. You will be responsible for monitoring and reporting on customer success metrics for your macro-region: renewal performance, retention rate, churn, downgrade, engagement KPIs, NPS. You will oversee
engagement activity, ensuring CSMs run consistently the established touch-points and provide a premium experience to our Elite customers.
Contribute
. You will work to improve the post-sales life cycle for the macro-region portfolio, provide key findings of engagement touchpoints and internal feedback on how we can better serve our customers, suggest changes and adaptations.
Collaborate.
You will partner and work closely with Implementation, Support, Solution Consultants across the macro-region to improve customer onboarding.
Coach and educate.
You will mentor, train and coach team members, bringing senior experience to the team and leading by example. You will organize/execute training for the CS team, help onboarding new Customer Success Managers, and continuously upskill junior team members.
We Will
Champion work-life harmony
. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time above any required statutory leave, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
Guarantee autonomy
. We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas.
Encourage career growth.
We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
Provide an environment to help you succeed
. We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech you need to do your best work.
Support your wellbeing.
Depending on location, we offer medical and retirement benefits for employees—but no matter where you’re located, we have resources like our Employee Assistance Program and employee resource groups to support your mental health.
Diversity at Hudl
Hudl is an equal opportunity employer. We understand the power of a diverse team, celebrate differences and promote inclusive and accessible environments.
To promote Hudlies being their authentic selves and give everyone opportunities for allyship, we offer employee resource groups. These employee-led groups are drawn together by common affinities, passions and life experiences:
Her Hudl
Hudl Black
Pride@Hudl
Mental Health Champions
Community Champions
We recognize there’s ongoing work to be done and track our efforts and commitments in
annual diversity reports
We also know
imposter syndrome
is real and the
confidence gap
can get in the way of meeting spectacular candidates. Please don’t hesitate to apply—we’d love to hear from you.
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