Customer Success Executive
5 days ago
**Customer Success Executive**
**Mission**
We’re Castaway and we’re on a mission to change the world by making software that helps SMEs design a better future. Castaway Forecasting is a specialist budgeting, 3-way forecasting and business planning software tool created to help SMEs and their business advisers make intelligent business decisions. We make it easy to produce flexible 3-way forecasts that show accurately the financial health of the business, in the past, the present and in the future. Our proprietary calculation approach means the numbers always work, with accounting integrity baked into every calculation.
Half of our users are SMEs across the world in diverse and interesting sectors. The other half of our users are top tier accounting and business advisors. In fact, 50% of Australia’s Top 100 accounting firms use Castaway with their clients, and 50% of the UK’s Top 75 Accounting firms do too.
One story we’re proud of is that during COVID pandemic, 1 user of Castaway in a business consultancy client of ours in New Zealand helped 351 small businesses prepare for and navigate the most challenging business environment in living memory.
So why does this matter? Well, if we can help businesses perform better, we help them become more valuable with more reliable cashflow. This gives business owners the confidence to grow, to invest and to employ more people. Ultimately, stronger businesses, means stronger families, stronger communities and, in turn, stronger nations. This is how we make our own little dent in the universe.
**Diversity**
**Requirements**:
For you, Customer Success and Experience is a profession. You’re excited by its power as a growth engine. You’ll talk to anyone that will listen about customer centricity, problem sets and product-led growth. Your role will be a fulcrum between our clients and our internal teams.
You’ll unearth pain points and business challenges, and help align the Castaway product to our customers goals and business objectives. You’ll balance deep product knowledge with custom empathy and never be deterred by a challenge. One of our values is “There’s always a better way”, and our CS teams embody that.
- Significant commercial experience in Customer Success (CS)
- B2B SaaS product experience
- Sector specific experience within Accounting is highly desirable
- Mid-market and SME client experience
- A track record of improving CS metrics and user engagement metrics, e.g. CSAT/NPS
- Superb communication skills; written, verbal and online
- A proactive mindset to CS outreach combined with passive resources, over the human-centred firefighting approach
- Driven and resilient
- Collaborative and empathetic
**Benefits**
- Attractive salary and rewards package
- Flexible hybrid working arrangements
- Career development plans into Sole Contributor or Leadership paths
- Personal Development Plan with funds to support ongoing learning
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