Customer Success Manager

3 weeks ago

Council of the City of Sydney, Australia Pointer Pty Full time

Overview

SaaS Customer Success Manager — $90,000 - $110,000 + Bonus

Sydney based hybrid role. Darzin - CSM Explainer Video - Watch Video

Responsibilities

Onboarding & Product Adoption

- Guide new customers through a structured onboarding process, ensuring a seamless implementation.
- Conduct training sessions and workshops to help users understand and utilize the platform effectively.
- Develop customized adoption strategies tailored to customer goals and success criteria.

Customer Engagement & Retention

- Act as the primary point of contact for ongoing customer support, ensuring high satisfaction and engagement.
- Proactively identify at-risk accounts and implement strategies to mitigate churn.
- Conduct regular check-ins and business reviews, helping customers align the platform with their evolving needs.

Upsell & Expansion Opportunities

- Identify opportunities for upselling additional modules or services based on customer needs.
- Collaborate with the sales and product teams to introduce new features and enhancements.
- Encourage renewals and long-term partnerships by demonstrating the ongoing value of the platform.

Customer Advocacy & Feedback

- Gather customer insights and feedback to influence product development and improve user experience.
- Work with the marketing team to build case studies and success stories.
- Act as a trusted advisor, ensuring customers see the platform as an essential part of their operations.

Qualifications

- Experience: 2+ years in a Customer Success, Account Management, or Implementation role, preferably in SaaS.
- Customer-Centric: Passion for helping customers succeed and maximizing their investment.
- Retention & Growth Focused: Track record of reducing churn and increasing customer engagement.
- Communication Skills: Ability to build relationships with key stakeholders, including government and enterprise clients.
- Problem-Solving Mindset: Proactively identify challenges and propose effective solutions.
- Tech-Savvy: Comfortable using customer success platforms and CRM tools (e.g., HubSpot, Gainsight).

Why Join Us?

- Make an Impact: Help government agencies and enterprises improve engagement and efficiency.
- Career Growth: Fast-track your development with a structured career path and training.
- Supportive Team: Join a collaborative, customer-first culture where your work is valued.

Application Process

Even if you don't match all the criteria, you may be perfect for this role.

If you think that you are the person for the job, apply and contact Cameron Morgan via LinkedIn. Be ready, we may send you a quick request for a short video response to expedite the process and get you directly in-front of the hiring manager.

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