Customer Success Manager

4 weeks ago

Sydney, Australia Liven Full time

**Customer Success Manager (Maternity Leave Cover)**

**Department**:Customer Success

**Employment Type**:Full Time

**Location**:Sydney

**Reporting To**:Tom Jamieson

**Description**

Our customers are central to our business and we're looking for a Customer Success superstar who can own the entire post-sales relationship. This includes onboarding, ongoing retention, and increased product usage.

As a product-first business, we are obsessed with numbers, and client success plays a key role in what we measure internally. The Customer Success Manager (CSM) will own all increased product adoption, churn, case studies and referrals.

This is a maternity leave cover for 6 months with the potential to become a full-time role.

**Key Responsibilities**
- Develop and maintain strong relationships with customers, understanding their business needs and goals.
- Proactively engage with customers to ensure satisfaction, identify opportunities for upselling or cross-selling, and address any concerns.
- Demonstrate a deep understanding of the Liven Group product stack and effectively guide customers on maximizing value and achieving their objectives.
- Stay updated on new features and product enhancements and new features identifying and informing relevant information to customers.
- Conduct information sessions for customers, empowering them to utilize the product stack effectively and independently.
- Act as a primary point of contact for customer inquiries, issues, or escalations, ensuring timely and effective resolution.
- Utilize customer data and analytics to identify trends, track customer health, and proactively identify business opportunities.
- Collaborate with sales, marketing, and product teams to further customer success initiatives
- Implement project management principles to oversee timelines, documentation and resource allocation and inform relevant stakeholders

**Skills, Knowledge & Expertise**

Hospitality industry knowledge preferred but not required.

**Customer-first mentality** - To adopt this mentality CSMs will need to get to know their customers unlike anybody else. Become trusted advisors that customers see as true partners.

**Business savvy - **To get close to customers our CSMs need to understand them. In particular, the mechanics of their business. Taking the time to understand the desired outcomes is essential.

**Analytical** - Liven runs on numbers; we are looking for someone who is comfortable with data. Analyse, review, act. Data-driven decision mentality and sound business judgment through strong analytical thinking.

**High EQ - **More than anything a CSMs role is about people Your fundamental job is to build relationships with customers. Remain calm, have patience and show attentiveness.

**Experience** - Solid experience in a professional environment dealing with training, onboarding and problem solving for customers. Exposure across Client Success, Customer Success or Account Management experience is important.

**What's in it for you?**
- Work on a consumer facing app used by thousands of merchants and consumers.
- As we grow, you grow - we will fast track your development with a career path that could lead to cross functional and international opportunities, if you're up for it
- Learning, learning, learning
- Ability to work on innovative tech and bring your ideas to life.
- All the perks that come with being one of our early-stage employees

If you are excited about working in a company at the forefront of innovation, taking ownership, and being part of an extremely high-performing team then we'd love to hear from you

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