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Customer Success Lead


preezie believes the online shopping experience should be the same as in-store. So, we are building the world’s first guided experience platform that bridges the gap between in-store shopping experience online.

Our high growth, early-stage, Melbourne based tech startup is backed by Skalata Ventures and Australia’s best business experts. With retail partners in 6 countries, we work with brands like Lorna Jane, Baby Bunting and Guitar Centre. Through them, preezie is changing the retail and ecommerce landscape one customer at a time. We are on a journey and have a mission to be one of Australia’s largest and most recognised names in industry and are looking for people to join us in this incredible ride to build an Australian based global guided experience platform.

At preezie the Customer Success Lead will drive our customer success initiatives, work with the Growth Team to keep the company focused on customer outcomes and work closely with the Product Team to innovate the technology.


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How you’ll make an impact

At preezie, our Customer Success Lead use creativity to solve problems, create processes and lead a team to build long term relationships with our retail partners and help them use the preezie platform and insights to drive their online goals. The Customer Success Lead will be involved in all aspects of our growth including; support, account management, product development, team leadership, process development, product training and more.
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Your responsibilities include:

  • Build and lead a team to drive customer success
  • Manage budgets and drive initiatives to improve our existing customer success
  • Building relationships with new and existing customers
  • Delivering targeted product training
  • Handling customer calls, emails and support enquiries
  • Scheduled meetings with customers to improve our system implementation
  • Collaboration with the Product Team to innovate our software platform (or tell them when there are bugs!)
  • Other very exciting administrative stuff

Experience:

  • Proven experience in a customer success and account management role
  • Experience in eCommerce and understanding of content management systems (Shopify, Magento, BigCommerce or similar)
  • Experience or understanding of CRO and best practices
  • Experience in a similar software as service customer success based role
  • What we are looking for:

    • Passionate leader who can build a world class customer success team and department
    • Results-driven mentality, with a bias for speed and attention to detail
    • Strong verbal and written communication skills
    • Have, or be willing to learn, basic technical skills in html, javascript, css and connecting to APIs
    • Ability to, or be willing to learn how to, confidently discuss technical terms
    • Understanding of technology and product
    • Ability to work in a small team/small office environment

    Requirements:

    • Based in Melbourne or desire to relocate to Melbourne
    • Australian Citizenship or Permanent Residency
    • Someone who loves leadership and building new processes
    • Empathetic, positive attitude and a genuine desire to help our team reach their goals
    Bonus points 😊:

    • Proficiency in mathematics and ability to understand mathematical algorithms
    • Any experience in quality assurance and testing is a bonus
    What success looks like

    We are building a team and company that will be whispered alongside brands like Shopify, Canva and Atlassian. The Customer Success Lead is a critical component that growth by ensuring customers love preezie, don’t churn and assist us in our growth.

    We are looking for someone who has proven ability to learn and grow and appreciation of the retail space who may not have been given the opportunity to grow, take ownership of their work and truly see their direct value within a company. This person will have the ability to learn different aspects of what we do and shape their own role and position. Further to that, preezie also offers a ESOP, meaning for the right person we are willing to offer you equity and shares so we all win together.

    We know that the confidence gap and imposter syndrome can block amazing candidates from throwing their hat in the ring. Please don’t hesitate to apply – we are looking forward to hearing from you! Send your CV to michael.tutek@preezie.com.

    Apply Now