Timely - Customer Success Coach (Remote, Melbourne)

Employer: Timely Software Pty Limited

Timely has come a long way since our inception in 2011. We serve over 20,000 customers in 100 countries and are on a mission to build the leading platform for beauty professionals. We’re part of the wider EverCommerce ecosystem and exist to simplify and empower the lives of business owners.

This is where you come in!

As our Customer Success Coach, your role is to onboard our most valuable customers with Timely during their first few weeks.  During that time, the Coach’s objective is to ensure the customer achieves their desired outcomes. Achieving the customer’s desired outcome 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. To be successful as a Customer Success Coach, you will need to have a good understanding of the hair and beauty industries, be an expert in technology and have delivered training on new software. 

The overall aim of the game is a successful customer, who is getting the absolute maximum out of our solution; while at the same time helping to reduce churn amongst our customer base. 

What you'll do.

• 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 as required problems to the relevant teams. 

• Identify opportunities for revenue growth through payments adoption or plan upsell.  

• Upsell will be achieved by ensuring customers see value in moving to higher plans to drive value for both Timely and the customer. 

• At the appropriate points in the customer journey, develop and execute feature adoption plans that add value to both Timely and our customers. 

• 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. 

• Provides leadership around our coaching processes so they support our business goals of building a Scalable Business Model. 

• Works with Coaches and Onboarding Specialists to deliver process improvement across customer retention.

What you'll bring.

• 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.

• You’re a strong communicator, both written and orally, and are the most organised person you know.

• Working autonomously is your thing, you have a strong work ethic and are confident to manage your time effectively.

• You’re motivated to succeed both individually and as part of a fast growing company.

• You can work independently and as part of a team and understand that we succeed together.

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. We'd love to have a chat and see if you could be a great fit. 

Why join us?

At EverCommerce, we lead with inclusion and use our values to inform our decisions. We succeed together and celebrate the things that make us unique. We’re big believers in work-life balance and offer additional annual leave so you can fully switch off and relax throughout the year. 

We set a high bar and support our team to innovate and focus on continuous growth. You’ll enjoy a professional development budget to fuel your growth, and an annual wellness allowance to fund the things that support your wellbeing.

Let us know any considerations which would enable your experience in our recruitment process to be more inclusive, such as non-traditional application formats, closed captions during video interviews, or accommodations for learning differences. 

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!

Other Information

Employer is Timely Software Pty Limited.

Salary range - $74,000 - $85,000AUD

Location - Melbourne, Victoria and applicants must be comfortable with remote working.  

This is a remote first role with some requirements to travel interstate based on team needs. 

EverCommerce is an equal opportunity employer and we value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender identity, sexual orientation, age, marital status, veteran status, or disability status. We look forward to reviewing your credentials and getting to know more about your experience!