Customer Success Lead

Job Title: Customer Success Lead
Contract Type: Permanent
Location: Macquarie Park, New South Wales
Salary: Negotiable
Reference: 242865_1642992113
Contact Name: Gian Guanzon
Contact Email:
Job Published: January 24, 2022 16:00

Job Description

About the role

  • Core function of the role is to own and manage daily operations of the Marketplace.
  • Company's definition of both buyers and sellers being called "Customers" is fairly unique. Normally "customers" are buyers and sellers are sellers.
  • Customer Success Lead will have some responsibilities to engage with existing and prospective partners (could be 3PL, payments. Feed managers/aggregators
  • Work on Sellers, Buyers and Marketplace operations Leadership
  • Head of Customer Success and Manage all Customer Success Manager

Responsibility Highlights

  • Enable the Company to supply to the wholesalers and list new businesses on Company's delivery platform
  • Work on engaging with wholesale businesses to sign up with the company and use its platform
  • Salesperson in Customer Success to enable these wholesale distributors to partner with them
  • Goal of Company and why they stand out is they enable small groceries and store to use their platform
  • Be a part of a wholesale distributor company and provider of platform of many stores
  • The company is creating a team that will service the development systems and technology
  • Work in the Marketplace for buyers and sellers
  • This strategy aims to make it easier for suppliers to sell to stores
  • It's the e-commerce hub/platform that will be promoted

Key Responsibilities

Customer engagement strategy:

  • Lead the customer engagement strategy & onboarding roadmap for both buyers & sellers to support the long-term growth strategy of the marketplace
  • Represent the voice of the customer and influence internal stakeholders by promoting a customer-centric mindset
  • Work in close collaboration with various teams to ensure good communication and share of objectives: marketing team, IT team, Ops team to reach business objectives
  • Drive deep business analysis and develop strategic recommendations to exceed marketplace sales goals

Seller acquisition & management:

  • Hire, train, and lead a team of Seller Engagement Executives, Account Managers and Customer Support Specialists who will manage all day-to-day activities, incl. overall seller acquisition, seller account management and reporting
  • Manage and participate in business development activities related to marketplace services as well as guide buyer onboarding campaigns
  • Manage seller lifecycle processes

Buyer acquisition & management:

  • Hire, train, and lead a team of Marketing Specialists, Customer Support and Customer Service Specialists who will manage all day-to-day activities for buyer engagement
  • Guide buyer onboarding, growth, and retention campaigns
  • Manage buyer lifecycle processes

Marketplace operations:

  • Manage a team of Customer Service and Marketplace Specialists who execute daily maintenance and service tasks, incl. level 2 incident resolutions

Key Competencies

  • Strong relationship building and listening skills
  • Strong written & verbal communication
  • Familiar with customer success lead & lag metrics in a digital marketplace context
  • Familiar with leading, best-practice eCommerce solutions and tech platform business models
  • Familiar with agile development processes
  • Quantitative skills to be a data-driven decision maker with the willingness to experiment and iterate


  • 3+ years of customer success experience e.g. customer acquisitions, selling products or services to B2B clients and account management
  • 3+ years of supplier/partner management
  • Bachelor's degree in Marketing, Business or similar
  • Significant experience building & managing Customer Success and Support teams in a fast-paced environment
  • Experience with B2B eCommerce and marketplace solutions

Personal Style

  • Passionate customer advocate who seeks to excel customer expectations, and engages with empathy and service attitude
  • Growth mindset, who relentlessly pursues growth opportunities and enthuses the team to achieve customer engagement and sales growth targets
  • Self-driven, motivated, and a problem-solver who is proactively looking for improvement and positive change
  • Thrive in an agile and entrepreneurial work environment
  • Proactively takes end-to-end ownership of delivering the desired outcomes

If you have the skills and experience mentioned above and believe you are the right candidate, please contact Gian on quoting reference 242865.

To apply please click the 'Apply Now' button.

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