Full-Time Customer Success Manager

Join us as an Customer Success Manager and play a pivotal role in supporting our strategic portfolio of customers. Reporting to the Director Customer Success ANZ, you'll collaborate closely with an Account Executive to ensure the highest level of customer engagement, satisfaction, and loyalty.

Key Responsibilities:

• Customer Engagement and Advocacy: Act as the primary owner of renewals, working closely with Account Executive to achieve 95% retention or above per quarter and per annum.
• Drive customer success through onboarding, product adoption, and growth initiatives to maximise customer value and investment.
• Conduct consistent face-to-face and virtual meetings with key customers throughout the subscription period to ensure continuous engagement.
• Customer Relationship Management: Develop and maintain relationships with key customer contacts, including C-suite executives, to identify churn risks, downgrade risks, and upsell opportunities.
• Promote client satisfaction and loyalty by understanding unique business needs, delivering value, and exceeding expectations.
• Retention and Upselling: Retain and upsell customer accounts by driving product adoption, value, and engagement based on a deep understanding of customer use cases.
• Identify upsell opportunities within accounts and partner with Account Executive to progress.
• Data Analysis and Reporting: Monitor, analyse, and interpret trends in customer consumption at every stage of the customer journey, deriving action plans to optimise customer success.
• Lead conflict resolution affecting customers by coordinating across internal and external partners to ensure the best possible customer experience.

Qualifications:

• 3-5 years of experience in a customer-facing role, preferably in a SaaS or technology company.
• Proven track record of driving customer success and achieving retention targets.
• Excellent communication and relationship-building skills, with the ability to engage with customers at all levels.
• Strong analytical skills, with the ability to interpret data and derive actionable insights.
• Experience in territory and account planning, including executing plans to drive customer engagement and retention.

Attributes:

• Passionate about customer success and advocacy.
• Results-oriented with a focus on achieving targets and delivering value to customers.
• Collaborative team player with the ability to work cross-functionally to drive customer success.
• Adaptable and proactive, with the ability to thrive in a fast-paced environment.

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