Manager, Customer Success

3 weeks ago

Sydney, Australia Baseware Full time

Join our team at Basware and lead the charge in driving customer success

As the **Manager, Customer Success**, you'll spearhead a dynamic high-performing team dedicated to ensuring Basware solution adoption, our clients' satisfaction and achieving their desired outcomes. This role is for you, who has people management experience, and a background in value realization. If you also have a passion for delivering exceptional customer experiences, driving continuous improvement, and excelling in the High-Tech industry, we want to hear from you

**Key Responsibilities**:

- Lead the team to deliver exceptional customer experiences.
- Plan and drive continuous improvement initiatives.
- Develop and implement customer success strategies.
- Act as a trusted advisor, offering guidance on best practices and industry trends.
- Ensure successful solution ramp-up and high adoption.
- Monitor and improve customer health, using data insights to drive action.
- Manage operational activities for success and service improvement plans.
- Drive renewals and explore upsell opportunities.
- Partner cross-functionally to drive success with customers.
- _
- The Basware Customer Success team is a global organization ensuring high-quality delivery and customer experience. Our Customer Success team works closely with our customers creating joint success plans, offering practical guidance to help customers achieve their goals, and allowing them to drive their business outcomes._
- The team helps to demonstrate the return on investment and acts as a trusted advisor. It's not simply about making the customers content with our products or services, it's about ensuring they are delighted and getting the most out of what we offer._
- The Customer Success team monitors adoption and health and focuses on helping customers use our products and services effectively. This approach is essential for retaining customers, increasing the value they get over time, and expanding their usage of our solutions. In a nutshell our Customer Success team ensures a healthy and mutually beneficial customer relationship._

**Skills & Requirements**:

- Demonstrated experience in team leadership and people management.
- Proven track record of growing customer happiness, adoption, and retention.
- Prior experience in workshops and discussing technology implementation's business value.
- Solution-oriented mindset with strong analytical skills.
- Broad experience in customer management within a SaaS and business environment.
- Ability to work in a global matrix organization.
- Exceptional written and verbal communication skills.
- Self-driven, target-oriented, with strong coaching skills.
- Bachelor's degree in business administration or equivalent program; Master's preferred.
- 5+ years of customer relationship management experience, including face-to-face experience with external customers and C-level contacts.
- Experience in P2P space, in a client-facing consultative role a plus.
- Ability to work in the Sydney office 2 days/week preferred.

**Only applicants who already have the right to work full time in Australia will be considered.**

**Benefits**:

- Flexible hybrid work model
- Company incentive plan
- Mobile phone and laptop
- Subsidised gym membership
- Mental health and wellbeing services
- Training and development opportunities
- Team social events

We Drive Customer Value

We Take Ownership

We Are Bold

**About the company**:
Basware is how finance leaders in global enterprises can finally automate their complex, labor-intensive invoice processes and stay compliant with regulatory change. Our Accounts Payable (AP) automation and invoicing platform helps companies achieve a new level of efficiency - in a matter of months - while reducing errors and risks. We bring a unique combination of **true automation, complete coverage,** and **deeper expertise** to make it all just happen for our customers. That’s why the world’s most efficient AP departments at 700+ global customers rely on Basware to handle over 170 million invoices per year.

Joining Basware means you’ll join a team filled with innovators, passionate about their work and enthusiastic about the industry we’ve pioneered. You’ll work alongside highly motivated, capable, and friendly individuals who collaborate to deliver world-class solutions and services. A critical part of our culture is the high amount of trust we put into our employees—we want everyone to make a difference, so we offer flexibility in how you work, giving you the freedom and support to deliver your best results. We truly live our values where:
**We Drive Customer Value**, **We Take Ownership** and **We Are Bold** in everything we do, to **make it all just happen for our customers.

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