Customer Success Manager- Territory Apac

3 months ago

Sydney, Australia Keepit Full time

Are you ready to be part of a fast-growing, innovative team at the forefront of SaaS data protection?

KeepIt is looking for a new Customer Success Manager based in Sydney to help us achieve our growth ambitions

The Customer Success Manager
- APAC Territory is responsible for building strong long-term relationships with Keepit’s SMB customers and partners in the APAC region. Based in Sydney, the Customer Success Manager’s mission is to ensure that our customers achieve their desired outcomes with KeepIt. As the primary point of contact, the CSM will focus on customer satisfaction, retention, and growth by delivering value, addressing concerns, and helping Customers and Partners optimize their experience.

**Responsibilities include**:

- Customer Onboarding: Guide new Customers and Partners through the onboarding process, ensuring a smooth transition from sales to product implementation.
- Customer/Partner Relationship Management: Build and maintain long-term relationships by understanding their business needs, objectives, and how our product can support their goals. Identify products and services that are most in demand by customers and work with partners to develop loyalty and promotion tools.
- Loyalty Programs: Identify products and services that are most in demand by customers and work with partners to develop loyalty and promotion tools.
- Product Education & Training: Provide customers with product training and support to maximize their usage and success.
- Proactive Engagement: Regularly check in with Partners/customers, share product developments and track consumption to ensure their goals are being met and identify areas to add further value.
- Troubleshooting & Problem-Solving: Act as the customer's advocate, addressing their concerns, troubleshooting issues, and coordinating with internal teams for effective resolution.
- Customer Retention & Renewals: Drive customer retention by anticipating their needs, mitigating risks, and identifying opportunities for upselling and cross-selling.
- Data & Insights: Monitor customer health metrics (such as usage patterns, satisfaction levels, and engagement) and proactively address potential risks or opportunities for growth.
- Customer Feedback & Advocacy: Collect customer feedback and work closely with internal teams to improve the customer experience and shape product roadmaps.
- Account Growth: Identify and drive upsell and cross-sell opportunities by understanding customer needs and aligning them with new features, products, or services.
- Customer Success Strategy: Contribute to the development and optimization of customer success strategies, workflows, and best practices.

**Skills & Experience**:

- Several years of experience in customer success, account management, or a similar client-facing role, B2B SaaS environment.
- Strong communication and interpersonal skills, with a keen ability to build trust and rapport.
- Problem-solving and critical thinking skills.
- Proactive, self-motivated, and adaptable in fast-paced environments.
- Excellent organizational and time management skills.
- Technical Proficiency: Comfortable with CRM systems (e.g., Salesforce, HubSpot), customer success, and communication tools.
- Understanding of account management and client retention strategies.
- Demonstrated success in driving customer engagement and satisfaction.

**We offer**:

- Competitive salary with OTE.
- A modern, energetic global work environment.
- Flexible work-life balance supported by a hybrid working model.
- Regular team-building activities.
- Opportunities for professional development and career advancement.
- Compensation based on experience and skill set.

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