Customer Success Manager

4 months ago

Brisbane, Australia Forwood Safety Full time

**Exciting Opportunity for a Customer Success Manager**

Are you passionate about ensuring customers achieve their desired outcomes? Do you excel at building and nurturing strong customer relationships while driving successful project deliveries? If so, Forwood invites you to join our global team as a **Customer Success Manager**.

Forwood is dedicated to fatality prevention through our cutting-edge SaaS solutions, which are implemented in some of the most high-risk operations worldwide. As a Customer Success Manager, you’ll play a crucial role in ensuring our clients maximise the value of our products and services, contributing to their success and safety.

**About the Role**

In this role, you will build and maintain strong client relationships, drive successful project deliveries, execute strategies to enhance client satisfaction and retention and provide industry-specific training. Your ability to manage multiple projects and clients simultaneously while fostering collaboration between internal and external stakeholders will be key to your success. You may be required to travel for in-field assignments, offering you the chance to impact where it matters most directly.

**Key Responsibilities**
- Be the primary point of contact for assigned clients, building and maintaining excellent client relations.
- Facilitate meetings, manage client solution deliveries, and escalate client requests to relevant internal teams.
- Develop strong formal and informal relationships within the business to foster collaboration and successfully execute our vision.
- Work with internal stakeholders to deliver outcomes.
- Scope and deliver business solutions with clients and business partners.
- Track projects and provide regular reports on project status to the project team and key stakeholders.
- Identify and mitigate potential risks.
- Prepare Statements of Work (SOWs) and Change Requests.
- Embrace agile methodology and tools to deliver high-impact solutions.
- Improve client and partner time to value by executing effective customer feedback loop mechanisms.
- Drive positive customer experiences and loyalty to achieve higher contract renewal rates.
- Execute client retention strategies and metrics to improve client retention.
- Manage the end-to-end onboarding process for new clients, ensuring rapid understanding and realisation of value.
- Deliver training and coaching to Forwood partners and clients on fatality prevention methodologies and Forwood products.
- Develop a comprehensive understanding of Forwood’s SaaS fatality prevention and risk management solutions.
- Provide industry-specific safety insights and methodologies to clients.
- Provide reporting metrics and deliver updates to business stakeholders.
- Collaborate internally with the Customer Support team and other Client and Field Success team members.
- Organise and file project-related information for easy access and reference.

**What We’re Looking For**

**Minimum Requirements**:

- **Experience**: At least 3+ years in customer success, client services, or a related field within the SaaS industry. Strong background in managing client relationships and driving client satisfaction and retention.
- **Skills**: Excellent communication, strategic thinking, project management, and collaboration with cross-functional teams.
- **Education**: Relevant certifications in customer success, project management, or change management.

**Preferred Qualifications**:

- Bachelor’s degree in Business Management, Marketing, or a related field.
- Certificate IV Training and Assessment.
- Certificate in Risk Management.Certificate IV in Work Health and Safety.

**Additional Attributes**:

- In-depth understanding of SaaS industry standards and best practices for customer success
- Preferred experience in Health and Safety solutions
- Familiarity with incident management, critical risk management, and safety methodologies
- Experience with automated onboarding processes and CRM deployments
- Passionate about delivering excellent customer experiences and driving value for clients
- Ability to adapt to a fast-paced, dynamic environment and manage multiple projects simultaneously
- Creative thinking and innovation to improve client retention strategies and business processes

**Why Join Forwood?**

At Forwood, we believe in the power of innovation, collaboration, and passion for our mission. If you’re eager to advance your career in a dynamic, fast-paced environment where your contributions make a real difference, we’d love to hear from you.

This role may require travel for in-field assignments, offering you the chance to directly impact where it matters most.

**Ready to Make an Impact?

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