Customer Success Manager

4 weeks ago

Sydney, Australia Dovetail Full time

Dovetail is the world’s leading AI-first customer insights hub, on a mission to improve the quality of every thing. We’re redefining what it means to be connected to your customer, giving everyone on the product team fast and easy access to customer insights at any point in the development lifecycle.

Founded in 2017, Dovetail’s team is 100+ and growing across our offices in Sydney and San Francisco. We’re seeking ambitious problem solvers from a diverse range of backgrounds, who are desired for their experience, passionate about their craft, and excited about the work we’re undertaking. If this sounds like you, read on

Come help us build out our Revenue team for APAC. Reporting into our Manager of Customer Success located in San Francisco, you’ll partner with our new Account Executive also based in our Sydney office to build out GTM effort for APAC. You’ll champion our product, advocate for our customers, and big a major contributor to our APAC expansion strategy.

**Who you’ll work closely with**:
**Anne-Marie Morrell**:
**Customer Success Team Lead**

**Kevin Ellison**:
**Sales Manager**

**Emily Brogan**:
**Product Marketing Manager**

**Dan Smith**:
**Customer Success Manager**

**What you’ll do**:

- ** Manage customer relationships.** You'll manage relationships with both Mid Market and Enterprise level customers. You’ll work with the team to contribute to the overall growth of our premium business, and pioneer new practices to improve customer success programming as we mature our product-led growth strategy.
- ** Become a Dovetail expert.** You'll develop an intimate knowledge of how Dovetail works and what Dovetail is capable of. You will stay up to date with new features and work with customers to educate them on changes in the product.
- ** Onboard new customers.** You'll partner with sales to ensure our new customers are successfully onboarded and getting value from Dovetail in their first few months.
- ** Drive renewals and retention.** Through your customer relationships you'll be responsible for ensuring that customers renew and increase the value they get from Dovetail over time.
- ** Track core customer metrics.** You'll monitor and track core customer health metrics across your accounts such as utilization, feature usage and NPS to ensure healthy engagement and adoption.
- ** Mature success processes.** You'll develop, test, and iterate on playbooks and engagement strategies with your counterparts in customer success, and sales, to ensure activation and adoption of Dovetail within your accounts.

**Your background**:

- ** Customer Success experience.** At least three years experience working in a customer success, account management, or a strategic consulting role. It's a bonus if you have experience in B2B SaaS, a background in human-centered design or in an industry/market adjacent to Dovetail. Mandarin speaking is a big plus.
- ** Proven track-record delivering impact.** You’ll bring hands-on experience with one-to-one and/or one-to many initiatives, proven results impacting churn and contraction, and/or driving expansion and adoption.
- ** A thoughtful partner.** You know that collaborating with our counterparts in sales is more than just good partnership - we’re on the same team and in it together.
- ** A passion for customers.** You love talking to and helping customers all day, every day. You're empathetic and seek to understand where customers are coming from.
- ** A great communicator.** Excellent, concise communication so you can effectively communicate with customers and teammates.
- ** Problem solving comes naturally to you.** You’ll have the ability to switch contexts rapidly and quickly react to things throughout your day to solve problems for customers.
- ** Ambitious and keen to learn.** You are driven, eager and curious. You are always looking to learn, improve your skills, and grow alongside an exciting startup as we scale our customer operations.
- ** A great attitude.** The right attitude towards a sense of urgency, risk, and ambiguity that naturally comes with working at an early-stage startup.

***

**Sydney, Australia**

**Full time**

**Revenue**

**Benefits**:
**Equity for everyone**

Everyone’s an owner at Dovetail—receive equity options along with a competitive base salary.

**Doveclubs**

Find your people. From running to go-karting, bouldering to surfing, there is a club for everyone.

**Equal parental leave**

We offer an inclusive framework of 20 weeks equal paid leave to support new parents.

**Modern and pet friendly offices**

Bring your pooch to our modern, ergonomic offices, plus enjoy organized monthly events.

**Flexible work life balance**

Whether you're a parent, student, or juggling a million things, we get it. While we're an office-first culture, we work together to make your schedule work for you.

**Develop and grow**

Take a course, attend a lunch and learn, or head to a conference We love to support you any way

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