Join or sign in to find your next job Join to apply for the Head of Customer Success role at SKUTOPIA 1 day ago Be among the first 25 applicants Join to apply for the Head of Customer Success role at SKUTOPIA SKUTOPIA is Australia’s only robotic-powered 3PL ecosystem: a next-generation logistics and fulfillment platform, enabling e-commerce businesses to scale sustainably through cutting-edge technology and operational excellence. Our mission is to democratise and decarbonise logistics while delivering superior experiences for our merchants. As we continue to onboard new customers (merchants), we are seeking a Head of Customer Success to lead the customer success team, and take it to the next level. Role Overview: This role will lead the Customer Success team in managing all client interactions from onboarding onward, leveraging your expertise in commercial problem solving (additional eCommerce/retail operations experience highly regarded) to drive customer satisfaction and long-term retention. This critical role combines client relationship management, team leadership, strategic process improvement, and disciplined execution. You will also serve as a key strategic link between clients, the CS team, operations, and product, ensuring our offering continues to evolve and helping our clients succeed. Key Responsibilities: Own the performance of customer success, monitoring the quality and speed of responses to customer enquiries and identifying initiatives to course-correct as required. Lead, manage, grow, and ensure the customer success team is set up to succeed. Lead the problem solving end-to-end for more complex customer escalations and issues. Act as the primary point of contact for high-value clients, fostering strong partnerships. Own and continually improve the onboarding process to ensure smooth client transitions from sales, set the right expectations, and proactively provide sufficient guidance. Analyse quantitative and qualitative data to identify potential churn risks as well as opportunities to increase retention and satisfaction. Facilitate cross-functional projects to sufficiently address and capitalise on them. Act as the voice of the customer, by gathering, analysing, and synthesising customer feedback into actionable insights, particularly for the tech team. Identify and act on cross-sell and upsell opportunities, in collaboration with marketing and sales Partner with the leadership team, operations, tech, and growth teams in particular to design and implement SKUTOPIA’s customer success strategy We think you will need: Previous relevant experience (6 - 10 years) in Customer Success, and business operations. Tech start-up and/or eCommerce/retail/SaaS/logistics industry experiences are highly regarded. Exceptional communication skills, both written and oral, and confidence working with diverse stakeholders. Highly developed complex problem-solving skills in a fast-paced environment. Highly developed analytical skills, with a track record of taking a data-driven approach to decision-making and process improvements. High business acumen and familiarity with structuring commercial deals. High motivation and enthusiasm for a fast-paced environment, with multiple ongoing projects. What’s in It for You? Opportunity to work in a dynamic, purpose-driven company shaping the future of logistics Competitive salary and benefits package Career growth opportunities as a leadership role A supportive and inclusive workplace that values innovation, collaboration, and personal development Being a part of a company that deeply values our culture and our people Work with an amazing bunch of people How to Apply: If you're passionate about driving customer success and building meaningful relationships, we'd love to hear from you. Seniority level Seniority level Not Applicable Employment type Employment type Full-time Job function Job function Customer Service Industries Transportation, Logistics, Supply Chain and Storage Referrals increase your chances of interviewing at SKUTOPIA by 2x Get notified about new Head of Customer Success jobs in Sydney, New South Wales, Australia . 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