Customer Success Manager

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We're looking for another Customer Success Manager to join our team in Brisbane.

Reporting to the Head of Customer Success and working alongside a small, growing team of CSMs, this role will be responsible for managing a portfolio of Enterprise level clients, post onboarding phase.

In this position you would be responsible for ensuring your clients are engaged, educated and enabled to make the most of the Felix platform, leading to strong customer engagement, customer satisfaction and ultimately renewals.

Day to day your responsibilities will include:

Understanding key client goals and challenges, acting as their voice and advocate internally within the business.

Maintaining relationships, driving engagement and ensuring customer satisfaction.

Working closely with the Onboarding and Implementation Team to ensure all relevant information from the onboarding phase is documented within Customer Success Plans.

Driving engagement by identifying gaps in client use cases, discovering the barriers and implementing training and plans of action to ensure the customer recognises maximum value.

Identifying expansion opportunities within your client portfolio and assisting Account Executives with the expansion sales process.

Working with Account Executives to drive client renewals.

Skills and Experience

Prior experience within B2B SaaS in a client facing role

Ability to quickly pick up new systems, with the desire to become an expert in the product

Excellent communication skills, both written and verbal

Strong time management, organisational and and planning skills

Ability to efficiently break down barriers and translate information between technical teams, clients, users and business stakeholders

A proactive, confident and collaborative approach to work

Confidence and ability to lead, empower and influence a diverse group of people from multidisciplinary backgrounds

Although not essential, any experience or knowledge of the Construction, Infrastructure, Mining, or related industries is a bonus

Remuneration and Benefits

We're offering a base salary of$110k plus commission on expansion revenue and renewals (you'll work alongside our sales team to achieve renewal and expansion commission, with no direct sales targets in this role). As your client book grows over time, so will your earning capacity

Additional perks include:

4.5 day work week (affectionately known as Felix Fridays, we take a half day each Friday pending we've finished what needs to be done for the week)

Flexible work environment (hybrid WFH + 1-2 days in office per week)

Work with a close-knit CS team, within an excellent wider company culture and long tenure

Quarterly firesides and events

Room for growth and professional development with a dedicated training budget and access to the LinkedIn Learning platform

Employee Assistance Program (EAP) – providing access to qualified psychologists for our employees in times of need

Generous parental leave and an additional day of Birthday leave

About Felix

We're an ASX-listed B2B SaaS company, who pride ourselves on being the leading provider of a cloud-based procurement platform that brings together buyers and suppliers in a seamless digital ecosystem.

Our innovative technology simplifies and streamlines supplier management and procurement processes, empowering our clients to drive efficiency, reduce costs, and accelerate project timelines.

Join us in shaping the future of supply chain procurement and make a meaningful impact by powering infrastructure and development worldwide.

* The successful candidate will be required to provide an Australian Police Check prior to commencing employment

Salary match Number of applicants Skills match

Your application will include the following questions:Which of the following statements best describes your right to work in Australia? How many years' experience do you have as a Customer Success Manager? What's your expected annual base salary? How much notice are you required to give your current employer?

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