Customer Success Manager

3 months ago

Melbourne, Australia BoardOutlook Full time

BoardOutlook is hiring a Customer Success Manager to help us increase the impact of our board software platform across the largest companies in APAC.

Below we’ve included more detail on:
Why you want to work for BoardOutlook

About the role (and you)

Location

Compensation

About our hiring process

How to apply

**1. Why you want to work for BoardOutlook**:
**1.1 What we do**:
BoardOutlook is a startup building performance management software for the Board of Directors of large organisations. Practically, our software helps boards to:
Review their own performance

Measure and understand skill gaps

Assess the performance of the CEO

Understand key risks across the organisation

**1.2 Working at BoardOutlook**:
At BoardOutlook we're a small team with big ambition. There are five values that form the foundation of our team ethos. Everyone we work with must display:
**Organisation** - Organisation is an unfair advantage

**Detail** - We care about the details

**Urgency** - We commit and execute with urgency

**Generously invest** - We generously invest in each other

**Optimistic and ambitious** - We aggressively pursue outsized wins

The stronger the points above describe you and the kind of people you like to work with, the more likely it is you'll succeed at BoardOutlook.

**2. About this role**:
**2.1 What does Customer Success do at BoardOutlook?**:
The Customer Success function puts our clients at the centre of our world, collaborating across the business to reduce customer effort and increase value, and instil a customer-centric culture. Key aspects of the role include:
**Leveraging deep product expertise**. You will build deep expertise in our product and use cases, in order to be an internal expert on functionality and delivery. You’ll use this expertise to enable boards and company secretarial teams to get rapid value from the product.

**Manage the end-to-end customer journey **as the key client contact for company secretaries, chairs and directors. Onboard new customers and existing customers to new modules, walking them through the best features of the platform that will help them to achieve early value.

**Drive frequency of use and renewal, minimising churn rates and increasing stickiness of the product.** Promote other modules that can meet a current or future client need and continue to maintain a trusted relationship over time.

**Build excellent client relationships with company secretarial teams.** You will be responsible for providing a consistently high level of service to existing clients in order to drive advocacy and referrals.

**3. About you**:
You will bring to this role:
Strong customer centricity

Ability to build relationships with and counsel senior stakeholders

Uncompromising professional standards

Confident speaking and training skills

Change management and behavioural change

Exceptional attention to detail and organisation skills

You do not need to have worked in traditional ‘customer success’ or ‘governance’ to succeed at this role. Given our product and client base, we think the ideal skill set to succeed at this role will come from 2-5 years in management consulting or similar professional services.

**4. Location**

Melbourne head office (East Melbourne). We work with a high degree of flexibility, with the expectation that all staff work from the office a minimum of 3 days per week.

**5. How to apply**:
A written outline of your relevant experience - this can be an attached CV or LinkedIn URL

A set of bullet points responding to our six hiring criteria above (3. About you).

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