Customer Success Manager

4 weeks ago

Brisbane, Queensland, Australia etrainu Full time
Overview

etrainu is an established leader in online learning design, development, delivery and assessment founded in Australia. Our customer first approach is driving rapid growth in our SaaS products.

As a Customer Success Manager, you will build strong relationships with etrainu's client base, ensuring successful adoption and utilization of our product, and driving long-term customer satisfaction and retention. The role focuses on managing critical customer engagements, proactive account, relationship and technical support, and collaboration with internal and external stakeholders.

Responsibilities
  • Act as the primary point of contact for assigned clients, building strong relationships and understanding their business needs and goals, and translating this into actionable account success plans and technical configuration scope documentation
  • Collaborate with clients to develop and execute tailored success plans, maximizing product adoption and value of etrainu solutions
  • Conduct regular health checks on accounts, perform quarterly business reviews to assess progress, address challenges, and identify opportunities for growth or product adoption
  • Be the voice of the customer—advocate for needs with innovative and collaborative solutions
  • Collaborate with cross-functional teams (Sales, Product, Content, Marketing) to ensure a seamless customer experience and timely resolution of needs
  • Use client data and usage trends to identify opportunities, make usage improvement recommendations, and proactively manage escalations
  • Provide proactive onboarding and ongoing guidance to clients, supporting successful solution usage
  • Champion customer feedback and insights internally to inform product enhancements
What Will You Bring
  • 2–5+ years in Customer Success Management or account management, including exposure to enablement, training, coaching, and development roles
  • Familiarity with customer success tools (e.g., Client Success, HubSpot, Zendesk)
  • Strong relationship management skills, able to build trust with stakeholders at all levels
  • Proactive approach to identifying and addressing client needs in both technical and relationship management areas
  • Experience interpreting contract terms and translating needs into outcomes in collaboration with customers
  • Self-motivated, adaptable, and able to thrive in a fast-paced environment
Why Join etrainu?

At etrainu, your work makes a real impact. We support purpose-driven organisations across sport, aged care, and community sectors through meaningful education. There's room to shape your role, try new ideas, and be part of an evolving, collaborative team that values initiative and execution.

  • A friendly, high-performing team
  • Meaningful work with global clients
  • Hybrid work and flexible hours
  • Opportunities to grow and lead
  • A say in what we build and how we work
  • Birthday leave

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