Head of Customer Success

About us:

SKUTOPIA is a fast-growing Australian Technology Driven third party logistics Company (3PL). We’re building innovative ecosystems that power the booming e-commerce industry. Our team is driven to create innovative products, a sustainable planet and society, and on a mission to democratise and decarbonise logistics.

At SKUTOPIA, we offer unique products that are revolutionizing the e-commerce industry. Our SaaS solution empowers businesses to efficiently manage orders, inventory, shipping, and warehousing across multiple storefronts. Our RaaS (Robotics as a Service) solution, a testament to our deep technology focus, enables merchants to fulfil online orders at unprecedented speed and quality, leveraging our in-house software, AI, and computer vision technologies.

About the role:

The Head of Customer Success will lead all post-onboarding client interactions, ensuring seamless service delivery, customer satisfaction, and long-term retention. This role involves managing client relationships, optimising service delivery, and driving strategic initiatives that enhance the customer experience while maximising business outcomes. This is a critical role that combines managing client relationships, setting up the CS team for success, leading strategic process optimisation initiatives, and driving execution. You will also act as a key strategic facilitator between clients, the CS team, operations team, and product team, ultimately to improve our offering and continue helping our clients to 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.
• Own and continually improve the onboarding process to ensure smooth client transitions from sales, set the right expectations, and proactively provide sufficient guidance.
• Act as the primary point of contact for high-value clients, fostering strong partnerships. 
• Lead the problem solving for more complex customer escalations and issues.
• 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

When you join us, you’ll be an important pillar of a rapidly growing startup. From day one you will be challenged to take risks, think big and make an impact while getting lots of love and support from the team. With our expected growth over the next 12 months, this is a role with plenty of breadth and variety where you can grow with us and be proud of what we achieve together.

We proudly welcome people from all diverse backgrounds. When you join SKUTOPIA, we want you to bring your whole self to work and we value your unique contribution.

What's next?

If you're keen to find out more, apply now with your resume and we'll be in touch soon. After an initial screening call, you can expect an initial ‘getting to know you’ meeting to provide more detail about the role and answer your questions. We may then provide a skills-based task followed by a final interview.

Still on the fence?

We know that statistically, some groups are less likely to apply for a role than others, depending on their perception of whether they meet some or all of the criteria. If you have most of the things we're looking for, we encourage you to apply!