Timely - Senior Customer Success Coach (Remote, Melbourne)

📋 Description

• • As a Senior Customer Success Coach at Timely, you will be instrumental in ensuring our valued customers, both new and established, achieve their desired outcomes and maximize the return on their investment in our leading platform for beauty professionals.
• • This pivotal role directly contributes to the Customer Success team's critical revenue retention and expansion goals, making your impact tangible and significant.
• • You will leverage your deep understanding of the hair and beauty industries, coupled with your technological expertise and proven experience in software training, to guide and empower our clients.
• • A key contributor to overarching strategic initiatives within the Wellness organization, you will play a vital role in scaling Customer Success operations, driving continuous process improvements, and mentoring fellow Coaches.
• • Your primary objective is to cultivate highly successful customers who derive the absolute maximum value from our comprehensive solution, while simultaneously playing a crucial role in reducing customer churn.
• • You will provide essential leadership to our ANZ coaching team of four, guiding them to consistently meet and exceed their Key Performance Indicators (KPIs) and actively support our overarching business objective of building a robust and scalable business model.
• • You will meticulously oversee the ANZ onboarding process, ensuring it is tailored to acknowledge the relative value of our diverse customer segments, and actively mentor Success Coaches to foster improved customer outcomes.
• • A significant part of your role will involve proactive engagement with “At Risk” customers, strategically identifying and implementing product features that not only reinforce their perceived value of Timely but also drive both customer retention and tangible business value.
• • You will be dedicated to proactively preventing churn throughout the entire customer lifecycle, adeptly escalating any emerging issues to the relevant internal teams for swift resolution.
• • You will be adept at identifying opportunities for revenue growth, particularly through the adoption of our payment solutions and strategic plan upsells.
• • Upselling will be a natural consequence of your ability to demonstrate and embed the value of higher-tier plans, ensuring mutual benefit for both Timely and our customers.
• • At opportune moments within the customer journey, you will develop and execute targeted feature adoption plans designed to enhance value for both Timely and our clientele.
• • You will be responsible for identifying each customer’s unique success criteria and collaborating closely with them to define how these can be effectively achieved within the Timely platform, also assisting Customer Success Coaches in defining customers’ initial success criteria.
• • You will personally coach our customers through their critical first 30 days, embedding Timely seamlessly into their salon operations and ensuring they are realizing immediate value from their investment.
• • A crucial aspect of your role involves ensuring that the staff within our customers’ salons are thoroughly trained on Timely, thereby guaranteeing that the customer’s clients experience the world’s most loved client experience.
• • You will collaborate closely with customers and our dedicated data import team to facilitate the seamless migration of customer data into the Timely platform.
• • You will provide leadership and guidance around our coaching processes, ensuring they are optimized to effectively support our business goals of building a scalable and efficient business model.
• • This role requires a proactive, strategic, and customer-centric individual who thrives in a dynamic, growth-oriented environment and is passionate about empowering businesses through technology.