Our Story 🚀

At Safewill, we’re reshaping end-of-life planning in Australia, making it more affordable, personal, and accessible for all. Since our launch, we’ve grown rapidly to become one of the country’s fastest-growing tech companies. Backed by leading investors like Westpac’s Reinventure Fund, Carthona Capital, and Flying Fox Ventures, we’re scaling fast - and we need a Customer Success Lead who can drive exceptional customer outcomes while balancing business goals.

But let’s be real - working at a startup is challenging. There’s no set playbook, and you’ll be designing and refining processes from the ground up. This is a hands-on leadership role where you’ll not only drive account strategies but also empower a small team, collaborate across departments, and contribute directly to Safewill’s growth and success.

Your Story with Us  🤩

As the Customer Success Lead at Safewill, you will play a critical role in supporting our charity clients and expanding into new verticals. 

This position is ideal for someone with a strong background in data and analytics, a sales-oriented mindset, and experience in campaign-driven customer success for scale-ups or marketplace businesses. Your leadership will ensure we optimise customer segmentation, drive automation, and leverage CRM tools to balance exceptional customer outcomes with Safewill’s business goals.

Over the first 6-12 months, you will:

Drive Customer Success with Data-Driven Insights:

• Develop and execute a playbook for improving customer outcomes while achieving company goals, including renewals and will generation.
• Leverage data to create strategic account plans, monitor performance, and drive measurable results.
• Use analytics to optimise customer segmentation and implement workflows that improve efficiency and outcomes.

Lead Sales-Oriented Account Management:

• Manage high-value accounts with tailored strategies while scaling processes for smaller accounts.
• Collaborate with clients to drive campaign outcomes, including upsells and renewals, ensuring a strong alignment between their goals and Safewill’s objectives.

Foster Operational Excellence:

• Drive the adoption and effective use of CRM tools to track, automate, and enhance account management processes.
• Analyse and optimise workflows, ensuring seamless collaboration between account management, sales, and marketing teams.

Ongoing:

• Build and maintain strong, strategic relationships with Charities, Not-for-Profits and new verticals.
• Collaborate cross-functionally with marketing, sales, and product teams to align strategies with broader company goals.
• Continuously stay ahead of trends in data, analytics, and customer success, bringing fresh ideas to the table.
• Contribute to building a culture of results-driven, data-centric thinking within the account management team.

Why Join Safewill? 🌟

• Impactful work: Help charities, Not-for-Profits and new verticals drive meaningful customer actions while supporting families across Australia with essential estate planning services.
• A focus on growth: Whether it’s building out processes, tackling new challenges, or experimenting with innovative workflows, this role is all about growth - for you, your team, and the business.
• Professional development: Access resources and in-house mentorship to enhance your skills in data analytics, customer success, and leadership.
• Competitive compensation: A generous salary package that recognises your contributions to Safewill’s success + a stake in the business with equity.
• A chance to innovate: Play a key role in shaping the future of account management in a tech-driven, customer-first company.

Wondering if you should apply? 👋🏼

We’re looking for a practical, results-oriented leader with a strong data and analytics foundation. If you’ve got a proven playbook for driving customer outcomes and achieving business goals, thrive in ambiguity, and are energised by working in a fast-paced scale-up environment, this role could be for you. Apply today!