Customer Success Lead
Etrainu
About etrainu
etrainu is a leading provider of online training solutions, partnering with global organisations across sport, community, and care sectors. We empower people and organisations with the tools, knowledge, and skills to make a difference through engaging, impactful education. As we continue to scale, we’re looking for a hands-on Customer Success Lead who thrives in a fast-paced environment.
Role and Responsibilities
This role manages a team of Customer Success Managers, driving strategic initiatives to maximise customer value, adoption, and satisfaction with etrainu’s solutions. Reporting to the Head of Growth, the Customer Success Lead plays a critical role in aligning customer outcomes with business objectives, creating frameworks, processes, and leadership practices that elevate the customer experience.
- Customer Engagement: Building and maintaining strong relationships with customers through regular check-ins, updates, and feedback sessions. The aim is to understand customer objectives and align them with the company’s offerings.
- Team Leadership: Leading, mentoring, and supporting a team of Customer Success Managers or Specialists. This includes setting working alongside the Head of Growth to create performance goals for the team, conducting regular team meetings, and providing professional development opportunities.
- Customer Feedback Loop: Gathering and analysing customer feedback to identify trends, potential issues, and opportunities for improvement. Working closely with product development and marketing teams to ensure customer needs are met.
- Churn Management: Working with the Head of Growth on developing and implementing strategies to minimise customer churn. This involves identifying at-risk accounts, conducting root-cause analysis, and developing targeted intervention plans with CSM’s.
- Performance Metrics: Tracking and reporting on key customer success metrics, such as Net Promoter Score (NPS), Customer Satisfaction (CSAT) scores, and Customer Lifetime Value (CLTV). Using these metrics to inform strategic decisions and demonstrate the value of the Customer Success team to stakeholders.
- Issue Resolution: Acting as the escalation point for complex customer technical issues, ensuring timely and effective resolution. This includes working collaboratively with other internal teams to address and resolve customer pain points in regards to their solution.
- Customer Advocacy: Serving as the customer’s advocate within the company, ensuring their voices are heard in product development, marketing strategies, and sales approaches.
Who You Are:
- Proven experience (5+ years) in Customer Success, Account Management, or a related field, including at least 2 years leading a team.
- Strong leadership, coaching, and people management skills with a track record of developing high-performing teams.
- Deep understanding of customer success methodologies, customer health metrics, and SaaS business models.
- Excellent communication, stakeholder management, and problem-solving skills.
- Strategic thinker with operational discipline to build and scale processes.
Why Join etrainu?
At etrainu, your work makes a real impact. We support purpose-driven organisations across sport, aged care, and community sectors through meaningful education.
As a growing company, there’s room to shape your role, try new ideas, and be part of something evolving. You’ll join a collaborative, no-ego team that values initiative, moves fast, and gets things done.
Additionally, etrainu provides:
- A friendly, high-performing team
- Meaningful work with global clients
- Hybrid work and flexible hours
- Opportunities to grow and lead
- A say in what we build and how we work
- Birthday leave