Customer Success Manager

4 weeks ago


Melbourne, Victoria, Australia ClickView Full time
Job Description

We are seeking a highly skilled Customer Success Manager to join our team at ClickView, a leading educational video company. In this role, you will play a crucial part in delivering exceptional customer experiences, driving engagement, and fostering long-lasting relationships with our clients.

About the Role

The ideal candidate will have a strong background in account management and customer success, with experience working in SaaS or EdTech sectors. They will possess excellent communication skills, be able to build trust with customers, and work collaboratively with our team to achieve shared goals.

Key Responsibilities
  • Build and maintain strong, long-lasting customer relationships by becoming a trusted advisor and providing personalized support.
  • Craft strategic success plans for your portfolio of customers, working closely with the Customer Success Team Lead to ensure alignment with company objectives.
  • Develop in-depth knowledge of your customers' goals, requirements, and outcomes, utilizing this insight to deliver tailored solutions that meet their needs.
  • Prepare regular reports on account status and conduct annual reviews with customers to assess progress and identify areas for improvement.
  • Stay up-to-date with CSM records, ensuring accurate information is maintained and accessible when needed.
  • Train and educate customers on the ClickView platform, utilizing digital training tools, group webinars, and user groups to enhance their understanding and utilization of our services.
  • Review usage data and engagement metrics regularly across your portfolio, identifying trends and opportunities for growth.
  • Proactively address end-user challenges or requests, connecting customers with Product Support where necessary to ensure seamless issue resolution.
  • Serve as an internal customer advocate, collaborating with leadership to foster a culture of customer success within the organization.
  • Gather market feedback and trends, using this information to inform product development and drive innovation.
  • Contribute to continuous improvement initiatives within the Customer Success Management Team, participating in projects and activities that promote excellence and customer satisfaction.
Requirements
  • A minimum of 3 years' experience in account management and/or customer success.
  • Experience working in SaaS or EdTech sectors is highly regarded.
  • A strong background in account planning on a national scale, with a proven ability to juggle multiple projects simultaneously.
  • Superior customer engagement capabilities, including excellent listening, negotiation, and presentation skills.
  • Outstanding written and verbal communication skills, with the ability to articulate complex ideas in a clear and concise manner.
  • A self-starter with a proven track record of delivering results, who can think strategically and take ownership of projects.
  • Ability to learn new digital tools quickly and adapt to changing technologies.
  • Experience with Salesforce is highly regarded, but not required.
Benefits
  • Competitive salary: AU$120,000 - AU$150,000 per annum, depending on experience.
  • Extra paid wellbeing and volunteering leave.
  • Flexible working hours and arrangements.
  • 100 days working from anywhere.
  • Learning and development budgets.
  • Wellbeing policy, including access to EAP and wellbeing apps.
  • Generous parental leave policy.


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