ArchiPro Looking for GM Customer Success at Auckland, Auckland, New Zealand Full Time

Today, building and renovating is a time-consuming, expensive, demanding, and fragmented process, and great design feels restricted to the privileged few. Separately, we’re witnessing industry after industry being revolutionised by technology, yet the building industry and all of the elements involved in the process have yet to undergo this level of digital innovation and transformation—until now.

Meet ArchiPro—a cutting-edge all-in-one platform built on exceptional design and world-class engineering; we have quickly become a game-changing industry leader.

Every month, nearly half a million people use the Archipro platform to search for Products, connect with Professionals, and find Project Inspiration for their building projects. Our platform empowers businesses to grow online and helps millions of people embarking on their building journey find what they love and need, from architects, designers and builders to products and materials.

We are on a mission to simplify the end-to-end building experience and are looking for a General Manager of Customer Success to join our team.

• ArchiPro is frequently ranked among the top 10 most disruptive companies in AU and NZ
• ArchiPro is backed by Tiger Global, one of the largest funds globally, and they only back the world’s most exceptional companies. They have invested in Facebook, TikTok, Air BnB, Alibaba, Roblox, and Stripe.
• We have an excellent ESOP structure in place designed to not only reward you with a strong base and commission structure but also with the ability for you to have a stake in the business
• We have crushed New Zealand, we are disrupting Australia and now, we are gearing up to launch in California, and soon, we will be the default residential building platform globally

For the curious minds:

• What our clients have to say: https://www.youtube.com/watch?v=yFcUn1JPZMY
• What our team have to say: https://www.youtube.com/watch?v=s9IxfnTg9g0
• Inside our offices: https://www.youtube.com/watch?v=VkVgL8j5kog&t=21s
• For more on our success, you can read here: https://www.nzherald.co.nz/business/online-buildin…
• Our founder’s inspirational story as featured in M2 Magazine: https://m2magazine.co.nz/refugee-to-digital-powerh…

The Role

The General Manager of Customer Success will lead and oversee the Customer Success team at ArchiPro, ensuring that all clients experience exceptional service and achieve maximum value from the platform. This role is responsible for developing and implementing strategies to enhance customer satisfaction, drive client engagement, reduce churn, and optimise the customer lifecycle. The GM of Customer Success will work closely with the Sales, Marketing, and Product teams to ensure a seamless and integrated approach to customer management.

Areas of Responsibility

Leadership and Strategy:

• Develop and execute a comprehensive customer success strategy aligned with ArchiPro’s business goals, focusing on customer retention, satisfaction, and growth
• Lead, mentor, and grow the Customer Success team, ensuring they have the tools, training, and support needed to succeed
• Set and manage team KPIs, including customer retention rates, Net Promoter Score (NPS), Customer Satisfaction (CSAT) scores, and Customer Lifetime Value (CLV)

Client Onboarding and Management:

• Design and implement onboarding processes to ensure new clients are set up for success and quickly realise value from the platform
• Oversee the development of personalised success plans for key clients, ensuring their goals are met through the effective use of ArchiPro’s services
• Establish workflows for regular client check-ins, performance reviews, and proactive engagement to ensure continuous client satisfaction

Customer Lifecycle Management:

• Map and manage the entire customer journey, from onboarding through renewal, identifying opportunities for improvement and optimisation at each stage
• Develop and implement lifecycle marketing strategies in collaboration with the Marketing team to keep clients engaged and informed about new features, updates, and best practices
• Drive initiatives to increase product adoption, usage, and overall client engagement with the platform

Renewals and Retention:

• Own the renewal process, working closely with the Sales team to ensure high renewal rates and to identify opportunities for upselling and cross-selling
• Monitor customer health scores, identify at-risk clients, and implement strategies to mitigate churn
• Analyse customer feedback and data to continuously improve the customer success program and reduce churn

Collaboration and Communication:

• Collaborate with Sales to ensure a smooth handoff from sales to customer success and to align on strategies for client growth and retention
• Work with Product Management to ensure customer feedback is incorporated into product development and that clients are aware of and effectively using new features
• Partner with the Marketing team to develop and execute communication strategies that keep clients engaged and informed throughout their lifecycle

Data-Driven Decision Making:

• Utilise customer data and analytics to drive decisions and strategies. Regularly report on customer success metrics and progress toward goals to the executive team
• Implement and oversee the use of customer success tools and platforms to track customer interactions, health scores, and other key metrics

Continuous Improvement:

• Stay updated on industry best practices and trends in customer success, and continuously innovate and improve ArchiPro’s customer success strategies and processes
• Foster a culture of customer advocacy within the organisation, ensuring that the customer’s voice is heard in all strategic decisions

Requirements

• Experience: 10+ years of experience in customer success, account management, or a related field, with at least 5 years in a leadership role, preferably in a SaaS or subscription-based business
• Education: Bachelor’s degree in Business, Marketing, or a related field. A Master’s degree or MBA is a plus
• Skills:
• Strong leadership and team management skills, with a track record of building and scaling customer success teams
• Excellent communication and interpersonal skills, with the ability to build strong relationships with clients and internal teams
• Proficiency in using CRM and customer success platforms, along with a strong understanding of customer analytics
• Strategic thinker with a data-driven approach to decision-making
• Proven ability to manage and optimise the customer lifecycle, reduce churn, and increase customer satisfaction and retention

Benefits

Benefits / Package

• Competitive Base Salary
• Work in a beautifully designed office space based in Parnell
• Enjoy long service ‘ArchiVersary’ day’s off each year of service
• Opportunity to join our ESOP
• Attend our frequent team initiatives & activities
• Dog friendly workplace
• Fresh fruit, barista coffee, snacks and a great lolly jar!

Our Vision

Our vision is to empower people to create better spaces in which we experience life. To do this, we’re making quality architecture more accessible, and this, in turn, will inspire people to invest in quality products and trusted professionals they need to get the job done on time and on budget.

Our Values

• We are powered by design
• The PRO mentality is in our DNA
• We pursue excellence in everything we do
• Our success is defined by our clients’ success
• At the heart of our platform is the user
• We’re a star team, not a team of stars

We look forward to connecting!