Customer Success Manager

7 months ago

Sydney, Australia Atomi Full time

THE OPPORTUNITY
- Atomi is an online education technology platform on a mission to help unlock the world’s potential by optimising the way we teach and learn. Our team and business have grown massively in just a few short years, and we’re ready to scale even further.

Founded circa 2011, Atomi began with just a few
_how-to_ maths videos. It turned out that students and teachers enjoyed our simple, engaging and practical style. We now deliver millions of lessons to students yearly, inspiring a love for learning beyond the classroom and empowering students and teachers to work better together with data, insights and more.

As part of this growth, we’re looking for a Customer Success Manager to join our team. From planning a flawless rollout to driving adoption and ongoing use, you’ll be our customer’s go-to resource for best practice and a trusted advisor.

A key part of your role will be helping School Executives structure and manage school wide Atomi deployments, coaching senior teachers on Atomi’s methodology, innovative pedagogy and helping to develop change management strategies that maximise adoption, self-sufficiency and phenomenal student results.

Our CSM's also play an important role in representing Atomi with external thought leadership including publishing works for content marketing, presenting at conferences and appearing in media.

WHAT YOU’LL DO
- You’ll bring the perfect blend of energy, enthusiasm and professionalism to make every customer experience special.
- Conduct workshops, webinars, training sessions and attend onsite meetings, building personal and productive relationships with key stakeholders.
- Use data, analysis and insights to proactively manage customer activation and address at risk customer groups.
- Coach customers to be product experts and train their teams on Atomi best practices so they become increasingly self sufficient.
- Partner closely with Atomi’s Sales team to improve the customer experience, drive referral sales and help them be more effective.
- Work collaboratively with design, product and engineering teams to help translate customer challenges into new products and solutions.
- Improve the way the customer success team works by helping to develop assets and methods, and work with product marketing to create new or refine existing onboarding materials.
- Help produce compelling customer case studies, working collaboratively with the marketing and community teams to share success stories and build a positive user community.

WHAT YOU’LL BRING TO THE TEAM
- Relevant experience in a customer-facing customer success, account management, sales or strategic consulting organisation.
- Relevant SaaS experience is preferred.
- Self-motivated, proactive team player with innovative ideas to inspire customer loyalty and adoption.
- Strong communication and interpersonal skills. Proven experience building strong internal and external relationships.
- Proven track record in a highly-professional customer service in a dynamic, start-up environment.
- Commercially minded with a strong understanding of subscription renewals and sales cycles.
- Diplomacy, tact, and poise under pressure when working through customer issues.
- This role will require a Valid Working With Children Check (WWCC) status. We are happy to cover the costs of this if you do not hold a current WWCC.
- Bonus points
- Experience in teaching, educational leadership or the education sector
- An understanding of school operations, budgets and processes

WORKING AT ATOMI
- Flexible hours: We work around your schedule so you can fit in work time, uni time, study time, family time and time off.
- Generous leave plans: Our permanent team enjoy unlimited paid leave
- Flexible work locations: Whether you're based in Sydney or based interstate, our teams enjoy the option to work wherever suits them best.
- Opportunities to grow: We provide opportunities to improve your skills and knowledge across a range of interests and fields.
- Wellness and wellbeing: We offer all Atomi team members an all-inclusive LifeWorks subscription from the very day you join LifeWorks is an industry-leading employee assistance program that can support you to feel and be your best self. You'll also enjoy an additional 2 days paid leave per year, to focus on your wellbeing.
- Parental Leave: We support new parents by offering 14 weeks paid parental leave, plus an additional 4 weeks paid leave for the birthing parent.
- Work with the best: We know that you want to work alongside the best so we work hard to hire only great people
- Regular social in-person and remote events: including team sports competitions, trivia nights and themed annual events
- Atomi access: Free access to our Atomi platform for you and your family members.
- Onsite teams: We're centrally located to all that Sydney CBD can offer including amazing restaurants, Victoria Park, Broadway shopping centre and public transport. Not forgetting to mention, our

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