Customer Success Manager

5 hours ago

Sydney, Australia Zensai Full time

At Zensai, we believe that customer success is an essential driver for sustained profitable growth in a SaaS business. If you share this belief, you could be the right fit for this exciting role

Are you passionate about customer success? Do you have experience and interest in the employee learning, engagement and performance space and enjoy working in a collaborative setting? Are you curious by nature and flexible in your way of thinking about customer service and solutions, a problem solver, and yet do not fall overboard if the boat rocks? If you can answer yes to these questions, you have an excellent opportunity to join and impact a company in rapid growth.

**Who are we?**

We’re Zensai. As a solution, we are the only fully comprehensive talent development suite built for Microsoft 365 and Teams. Our products, Learn365, Engage365, and Perform365, empower people and businesses to unleash their full potential through personalized learning, engagement, and performance management. As a company, we are a talented group of more than 200+ individuals with a mission to put people in control of their own success — empowering them every day to be their best version. Truly focused. Truly motivated. Truly thriving.

We believe in putting people over platform, centering authentic relationship building with our customers, and helping to transform the way people grow smarter.

**What’s it like to work with Zensai?**

In one word: fun. In a few more words: dynamic, collaborative, innovative, with a strong helping of continuous learning.

At Zensai, we have a strong intercultural foundation for our global team, which requires thoughtful collaboration and intentional teamwork. We’re dedicated to creating and upholding an inclusive workplace where all employees feel valued and supported. Our team members are passionate about their work and are driven to achieve goals, both personally and professionally. And though we believe in working hard, we also believe in having fun and enjoying ourselves while we empower individuals across the world.

**Tell me about the role**

As a Customer Success Manager at Zensai, you have a vital role as a trusted advisor to our customers. This includes proactively and reactively managing our customers' ever-evolving Zensai journey to include onboarding, retaining, and increase customer engagement. You support renewal and expansions with the account manager team, work with consultant and support as well gather customer feedback to Zensai teams. Your role will be to understand individual use cases and guide customers in their journey with Zensai to make them successful in their solution and adoption of the Human Success Platform.

As our new Customer Success Manager, you will collaborate across our organization's layers with Subject Matter Experts, Consultants, Technical Support Engineers, our Customer Experience team, Marketing team, and Sales to ensure efficient adoption and accelerate the business value for our customers with a primary focus in the APAC region. Tasks will be operational and project-oriented to continuously optimize the customer journey and minimize customer churn.

**Preferred skills and experience**
- 2+ years in a B2B Customer Success, Relationship Management, Account Management, or a similar role from a SaaS company.
- Exceptional relationship-building skills, where you excel at understanding different external/internal stakeholders, identifying their perspectives, and managing their needs and expectations.
- Exceptional written and verbal communication skills and the ability to communicate complex technical topics in a clear and easy-to-understand language.
- Experience working within Microsoft 365, Teams, and SharePoint.
- Experience within the field of HR and/or L&D area is a huge plus
- Experience with CRM platforms - Microsoft Dynamics 365 would be a preference.
- Fluent in English in writing and speech. Other languages are a plus.
- Bachelor's or master's degree - in e.g., IT, Business informatics, Digital Innovation, Communication, or Business Administration.

**What type of person succeeds in this role?**

We’ve surveyed our current Customers Success Managers and some common traits that they share are:

- Empathetic and positive attitude with a desire to help customers and colleagues to reach their goals.
- Ability to demonstrate diplomacy, tact, and poise when under pressure from client challenges.
- An ability to prioritize short and long-term tasks based on urgency, importance, and impact to get things done.
- Self-driven, flexible, and able to operate effectively with uncertainty and changes.
- Ability to adapt working style and approach to best communicate with various customer personas and roles.
- Comfortable working with projects and driving these changes

**What are the next steps?**
- Next, you’ll be taken to another form where you’ll upload your resume and add a cover letter if you wish.
- If our team thinks the role is a great match for your profile,

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