Customer Success

2 weeks ago

Melbourne, Victoria, Australia Firmable Full time

Direct message the job poster from Firmable

Firmable is Australia's definitive B2B database that helps businesses drive smarter decisions and outperform by knowing more about their leads, customers, and candidates than ever before. We're a start-up with strong investor backing and are busy building out a team of smart, innovative, and collaborative individuals who thrive in working in dynamic, fast-paced environments.

This role will focus on delivering high-quality customer success experience – fromonboarding and training new customers through to delivering ongoing engagement and satisfaction. You'll also support customers to get the most out of the Firmable platform and will play a hands-on role in ensuring customers needs are met quickly and effectively. You'll also contribute to customer support on an ad hoc basis, and will sharecustomer feedback and insights with the broader team to help improve our product and service.

Key responsibilities

  • Own a portfolio of accounts, serving as the main point of contact for day-to-day customer interactions
  • Build and maintain strong relationships with customers, understanding their goals, challenges, and how they use the platform
  • Guide new customers through onboarding and training, ensuring a smooth and engaging start to their Firmable journey
  • Proactively engage customers to drive adoption, answer questions, and share best practice advice to ensure they get the most out of the platform
  • Monitor customer usage and health, identifying risks or opportunities and escalating where needed
  • Contribute to customer success initiatives, including customer education and best practices knowledge-sharing
  • Identify opportunities to drive customer adoption and expansion opportunities with the aim of growing the customer base and share of wallet
  • Provide customer insights, feedback and requests to relevant internal teams/stakeholders for product and service improvements
  • Support accurate record keeping in HubSpot and related systems to ensure visibility of customer engagement and activity
  • Assist with identifying engagement patterns or other ongoing customer reporting as required
  • Provide customer support ticketing cover on an as need basis

To be successful you will have the following skills and attributes

  • 2-3+ years proven experience in customer-facing roles, ideally customer success or account management in a B2B SaaS environment
  • Be highly curious and a keen problem solver
  • Great operational skills with high attention to detail
  • Experience with key systems including HubSpot is desirable; a willingness to learn new tools is a must
  • Self-driven and comfortable in a fast-moving, remote environment

We value our team by offering

  • Opportunities to work on new and exciting projects and latest technologies
  • Flexible hybrid or remote working arrangements
  • Coaching and career development support including training certifications where applicable
  • Option to bring your own device (BYOD)
  • And much more…

If you are looking for the next opportunity in your career and want to work for a dynamic, fast-paced tech company, then apply today.

  • High-impact role – directly shape Firmable's customer success in a high-growth, investor-backed start-up.
  • Senior leadership exposure – work closely with leadership to drive customer strategies.
  • Career development – opportunity to expand responsibilities as the company scales.

About Firmable

Firmable is Australia's definitive B2B database helping businesses drive smarter decisions and outperform by knowing more about their leads, customers, and candidates than ever before. Our platform provides access to the largest database of companies in the one place with a rich set of attributes – from table stakes like location, industry, and employees; to next gen data points such as company tech stacks, web traffic, and reviews; and deep local information including ABN mapping. It allows sales and marketing teams to accelerate growth and better engage with their customers; helps recruiters to identify and attract the right candidates; and saves time for anyone seeking reliable market intel.

Seniority level
  • Seniority levelMid-Senior level
Employment type
  • Employment typeFull-time
  • IndustriesTechnology, Information and Internet

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