Customer Success Lead

About Weel

Weel (Previously Divipay) is Australia's leading spend management solution, providing software to help businesses streamline and control company-wide spending.

As we work towards becoming the epicentre for how every business manages and spends money, we keep our colleagues and customers at the forefront of every decision. We believe in a culture of collective accountability, where every team member's contribution is valued as the key to our success.

We've hit some major milestones, including a successful $20m Series A raise. Our funding is being put to good use, helping us to grow and strengthen our product offering, and most importantly, invest in a team of exceptionally talented people.

A number of notable highlights and accolades we're proud to include:

-Joining forces with payment providers, Visa and Nium, to bring even more value to our customers.

-The successful launch of our sophisticated new brand that positions us for future growth beyond Australia

-Listed on the Australian Financial Review - Most Innovative Companies

-Winning 'Partnership of the Year' alongside Slyp at the 2022 Finnies

-Shortlisted in the Best Small Business App category for the Xero Australia FY23 Awards

-Welcomed over 1,000 attendees at our inaugural Virtual CFO Summit in 2022.

It's hard to put into words what makes our culture at Weel so special. But one thing's for sure - we'll always give you the space to explore your passions and have some fun along the way.

Your impact

We’re looking for a Customer Success Lead to champion a customer-first mindset and drive growth at Weel. You’ll lead a talented team of CSMs, set the strategic direction for the function, and play a key role in customer expansion and net retention.

You’ll stay close to the action with a small portfolio of customers, keeping you connected to our product, people, and process. This hands-on insight will help you guide your team and continuously improve how we deliver value.

A big focus will be on delivering seamless onboarding and unlocking long-term success for our customers. You’ll join a fast-moving, passionate team where customer obsession is the norm.

We’re scaling quickly, which means plenty of opportunities to shape how we work. If you love building, leading with impact, and creating standout customer experiences, we’d love to meet you.

More on the role:

Customer Outcomes and Experience: 

-Drive customer outcomes, product adoption, and customer experience.

-Influence future lifetime value through high product adoption, customer satisfaction, and improved customer health scores.

-Reduce churn and drive new business growth by fostering greater advocacy and reference-ability. 

-Define and optimise the customer lifecycle by driving programs and initiatives to improve engagement approaches based on customer segmentation.

Revenue Expansion & Growth

-Expand revenue within accounts through cross-sell and up-sell opportunities 

-Increase customer satisfaction to drive retention and loyalty.

Cross Functional Collaboration 

-Work with the Sales Director and leadership team, to develop and implement a company-wide customer success strategy, integrating process, content, and data with key stakeholders, including Marketing, Product/Engineering, Sales, Customer Support

-Foster collaboration between all departments, aligning on strategies, forecasting, opportunities etc.

Team Leadership

-Lead, build and inspire our Customer Success team.

-Maintain a high-performance, focusing on skills development and coaching.

Performance Tracking 

-Drive operational practices to track performance

-Implement metrics that make sense, to ensure initiatives are met

Our growing list of Weel perks: 

🥇Options package - we feel and act like owners because we are!

🎂Birthday leave and a budget to celebrate you!

🎉 Country-wide team events (and travel budgets for interstate employees)

👶 A progressive parental leave policy

🥳 Quarterly budgets for team bonding

🧘🏻‍♀️Wellness leave (no need to throw a “sickie” – your mental well-being is just as important as your physical health)

🪴Study leave and limitless career-growth opportunities

❤️‍🩹 Access to our Uprise Employee Assistance Program 

🐶 Pet-friendly offices 

🌞 Summer Fridays

We love our private space within WeWork, right in the heart of the city. With bottomless mugs of free coffee, puppy picnics and regular recreational activities, there's something for everyone. We're a hybrid workplace with flexibility to promote a healthy work-life balance.

We love our face to face time and operate in a hybrid environment, with 3 days a week based in our central Sydney CBD office. With bottomless mugs of free coffee, puppy picnics and regular recreational events, there’s something for everyone. We're a hybrid workplace with flexibility to promote a healthy work-life balance. 

We're better together 

At Weel, we’re committed to fostering an inclusive and equitable workplace that promotes and values diversity: a place where everyone can bring their authentic, whole selves to work.  

We celebrate uniqueness and diversity of experiences because we know that bringing together different points of views is our strength.  

Our values are: (1) bias towards action; (2) relentlessly exceeding customer expectations; (3) collective accountability; and (4) speed through simplification.

If you don't think you meet all the requirements of the role, but align with our values, we would still love to hear from you!