Customer Success Manager

2 weeks ago

Sydney, Australia LMS365 Full time

**Customer Success Manager - Hybrid or remote work in a global team**

**Who are we?**

We’re LMS365. As a solution, we are the only learning platform built into Microsoft 365 and Teams. As a company, we are a talented group of individuals with a mission to empower people to learn for life. For us learning is who we are, what we do, and all that we encourage.

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 LMS365?**

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

At LMS365, we have a very 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 learning across the world.

Intrigued to learn more? Check out our About us page.

**Tell me about the role.**

The Customer Success Manager is part of the Customer Success team and is responsible for supporting our LMS365 customers. Our Customer Success Managers are a trusted advisor for clients, proactively and reactively managing our customers' ever-evolving LMS365 journey which includes onboarding, adoption, renewal, and potential expansion.

In this role, you will be tasked with understanding individual LMS365 use cases and guiding customers in their journey with our learning platform to make them successful in their solution and adoption of the product. This position also requires close collaboration with our colleagues in Consultant, Subject Matter Expert, and Technical Support Engineer positions to ensure efficient platform adoption and accelerate business value in the Nordic markets. Tasks will be operational and project-oriented to continuously optimize the customer journey and minimize customer churn.

**A day in the life of a Customer Success Manager.**

You begin your day as a Customer Success Manager by grabbing a cup of your preferred morning beverage and preparing for your 2 to 3 customer calls scheduled for the day. These calls will happen through the Microsoft Teams platform, which means no travel days are required (yay). On these calls, you help our LMS365 customers onboard the system and guide them through the platform, answering any questions along the way.

In between calls, you check the Customer Relationship Management platform held in Dynamics 365 (what we call the CRM) to proactively assess any users who might require additional support to succeed in their usage of our learning management software. You might also use this time to follow up on subscription renewals coming up in the next months.

After lunch, you have a meeting with a Business Manager to go over customer licenses that are reaching their user limit and brainstorm how you can work together to upsell the customer on a subscription with larger user allowances.

**Tell me about the benefits available.**

As a team member at LMS365, you can enjoy:

- A competitive salary and benefits package.
- The opportunity to work with a talented and passionate team that values innovation, creativity, and collaboration.
- Flexible work environment with the option to work from home or the office.
- Professional development opportunities and career growth within the company.
- Fun company events and social activities to foster a positive work culture.
- Making a positive impact on the future of learning in the flow of work and contributing to the success of our customers.

**Where is the job based?**

This position is based in Australia with the availability to work fully remotely or in a hybrid fashion.

Our office is located in Sydney, Australia with modern facilities in an incredible shared workspace at Work Club Global. Close to the office, you can enjoy beautiful bay views, the Royal Botanical Garden, and easy access to the thriving Sydney downtown by bike, bus, or taking a stroll near the harbor. If you’re based in Melbourne or Canberra, we can offer you a hot desk in Work Club facilities in these cities too.

**What skills or experience are we looking for?**

Many, but this specific role would be a great fit if you have:

- 2+ years in 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.
- Experience working within Microsoft 365, Teams, and SharePoint.
- Familiarity with CRM platforms such as Microsoft Dynamics 365.
- A great grasp

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