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Customer Service
Customer Success Coach
@Timely Software Pty Ltd (AUS)
[Hiring] Customer Success Coach @Timely Software Pty Ltd (AUS)
Mar 23, 2025 - Timely Software Pty Ltd (AUS) is hiring a remote Customer Success Coach. đź’¸ Salary: $74,000 - $85,000 aud. đź“ŤLocation: Australia.
This description is a summary of our understanding of the job description. Click on 'Apply' button to find out more.
Role Description
This role involves onboarding our most valuable customers with Timely during their first few weeks. The Coach’s objective is to ensure the customer achieves their desired outcomes, which will ensure they achieve value from their investment in Timely. This role is critical to the overall Customer Success team’s revenue retention and expansion goal.
- Work with “At Risk” customers ensuring they see value from their investment in Timely through the strategic introduction of product features that drive both customer retention and value to the customer.
- Work to prevent churn throughout the customer journey, escalating problems to the relevant teams as required.
- Identify opportunities for revenue growth through payments adoption or plan upsell.
- Develop and execute feature adoption plans that add value to both Timely and our customers at appropriate points in the customer journey.
- Identify the customer’s success criteria and work with them on how this can be achieved in Timely.
- Coach our customers through their first 30 days to embed Timely in their salon and ensure the customer is receiving value from their investment.
- Ensure the staff in the customers’ salon have been trained on Timely to ensure the customer's clients get the world’s most loved client experience.
- Work with the customer and our data import team to migrate the customer’s data to Timely.
- Provide leadership around our coaching processes to support our business goals of building a Scalable Business Model.
- Work with Coaches and Onboarding Specialists to deliver process improvement across customer retention.
Qualifications
- Proven experience working within a similar Customer facing position; Success, Support, or Training.
- Previous experience in SaaS Technology for Hair & Beauty Salon industry is essential.
- Demonstrated ability to establish, build and ignite customer relationships and accounts.
- Strong communicator, both written and orally.
- Highly organized and able to work autonomously.
- Strong work ethic and confident in managing time effectively.
- Motivated to succeed both individually and as part of a fast-growing company.
- Able to work independently and as part of a team, understanding that we succeed together.
Requirements
- Research shows that while men apply to jobs when they meet ~60% of criteria, women and those in underrepresented groups tend to only apply when they check every box. So if you think you have what it takes but don't meet every single bullet point above, please still get in touch.
Benefits
- Inclusion and values-driven decision making.
- Work-life balance with additional annual leave.
- Support for innovation and continuous growth.
- Professional development budget.
- Annual wellness allowance to support wellbeing.
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| đź“Ť | Be aware of the location restriction for this remote position: Australia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
Back to Remote jobs >
Customer Service
Customer Service
|
Salary
đź’¸
$74,000 - $85,000 aud
|
Remote
Location
Australia
|
|
Job Type
full-time
|
Posted
Mar 23, 2025
|
️
| đź“Ť | Be aware of the location restriction for this remote position: Australia |
| ‼ | Beware of scams! When applying for jobs, you should NEVER have to pay anything. Learn more. |
