Build the Customer Success Function
- Design and continuously improve the complete customer journey from purchase to successful deployment
- Develop scalable onboarding and implementation processes
- Create Customer Success playbooks, SOPs and best practices
- Establish Customer Success KPIs and reporting dashboards
- Build a scalable Customer Success organization capable of supporting rapid business growth
Customer Onboarding and Implementation
Ensure every customer successfully deploys their RFID solution.
- Customer onboarding
- Implementation planning
- Product training
- Deployment guidance
- Go-live support
- Best practice consulting
- Customer success reviews
The goal is to reduce customer time-to-value and ensure customers realize measurable business benefits.
Customer Adoption and Success
Proactively manage customer success after deployment by monitoring:
- Deployment completion
- Product adoption
- Active usage
- RFID tag consumption
- Customer health
- Expansion opportunities
Identify customers at risk and implement recovery plans.
Team Leadership
Lead and develop the Customer Success team.
- Coaching and mentoring Customer Success Specialists
- Technical capability development
- Performance management
- Weekly operational reviews
- Recruitment and onboarding of future CS team members
Build a customer-first culture focused on long-term success.
Knowledge Management
Develop comprehensive customer and internal documentation, including:
- Installation guides
- Quick-start guides
- Troubleshooting guides
- FAQs
- Video tutorials
- Internal knowledge base
- Technical playbooks
Continuously reduce repetitive support requests through better documentation and training.
Voice of Customer
Act as the primary advocate for customers within Nextwaves. Collect and analyse customer feedback regarding:
- Product usability
- Feature requests
- Product issues
- Customer pain points
- Market requirements
Work closely with Engineering and Product teams to improve customer experience.
Customer Expansion
Partner with Sales to grow existing customer accounts. Identify opportunities for:
- RFID tag replenishment
- Additional Starter Kits
- Additional readers and antennas
- New deployment locations
- Enterprise projects
Customer Success should actively contribute to recurring revenue growth.
KEY PERFORMANCE INDICATORS
Customer Success
- Customer onboarding completion rate
- Time to first successful deployment
- Deployment success rate
- Customer Satisfaction Score (CSAT)
- Net Promoter Score (NPS)
Customer Adoption
- Active customer rate
- Product adoption rate
- RFID tag reorder rate
- Customer retention rate
- Customer health score
Commercial
- Expansion opportunities identified
- Expansion revenue influenced
- Recurring RFID tag revenue growth
Operational Excellence
- First response time
- Resolution time
- SOP completion
- Knowledge base coverage
- Team productivity
QUALIFICATIONS
Required
- Bachelor's degree in Business, Engineering, Information Technology or a related field
- Minimum 5 years of experience in Customer Success, Technical Support, Solutions Consulting, Implementation or Technical Account Management
- Minimum 2 years leading or mentoring a customer-facing team
- Strong project management and problem-solving skills
- Excellent communication and presentation skills
- Professional English communication
Preferred
Experience in one or more of the following:
- SaaS
- IoT
- RFID
- Enterprise software
- Industrial automation
- Supply chain technology
- Retail technology
- Warehouse management systems
SKILLS AND COMPETENCIES
- Customer-centric mindset
- Strong leadership and coaching ability
- Process design and continuous improvement
- Technical aptitude
- Analytical thinking
- Excellent communication
- Cross-functional collaboration
- Ability to thrive in a fast-growing startup environment
SUCCESS AFTER 12 MONTHS
The successful candidate will have:
- Built a scalable Customer Success organization
- Standardized onboarding and implementation for all customers
- Developed a comprehensive customer knowledge base
- Significantly reduced customer deployment time
- Increased RFID tag reorder rates through strong customer adoption
- Established measurable Customer Success KPIs and reporting
- Built and developed a high-performing Customer Success team
- Become the trusted voice of the customer within Nextwaves