Customer Success Manager

3 weeks ago

Sydney, New South Wales, Australia Deliverect Group Full time
About the Role

We are seeking a highly skilled Customer Success Manager to join our team at Deliverect Group. As a Customer Success Manager, you will play a critical role in driving customer satisfaction and retention, while also identifying opportunities for growth and expansion.

Key Responsibilities
  • Develop and execute data-driven retention strategies to increase customer lifetime value (CLTV) and drive revenue growth.
  • Collaborate with cross-functional teams to ensure seamless handovers from sales to ongoing client success, addressing client needs with efficiency and precision.
  • Guide clients through software implementation, empowering them to maximize Deliverect's capabilities and amplify their business success.
  • Champion presentations and reports that showcase Deliverect's value proposition, translating technical concepts into clear insights for clients and internal stakeholders.
  • Utilize data analytics to generate reports quantifying Deliverect's impact on client profitability and operational efficiency, informing client conversations and showcasing ROI.
  • Address client complaints promptly and effectively, resolving issues to enhance the overall customer experience.
  • Identify strategic upsell opportunities by actively listening to client needs and challenges, further propelling their success.
  • Create meaningful touchpoints through regular communication and proactive outreach to build strong client relationships.
  • Collaborate with clients to manage renewals and assist with contract negotiations.
Requirements
  • 1+ years of experience as a CSM or Account Manager in a SaaS company, coupled with familiarity with tools like Planhat (CSP), Hubspot (CRM), Google Suite, Slack, and Zoom.
  • Proficiency in communication, and building rapport with clients via phone, email, and video calls.
  • Ability to translate complex technical concepts into clear, actionable insights for non-technical decision-makers.
  • Track record of efficiently managing multiple tasks, finding creative solutions to challenges, and maintaining a positive approach.
  • Relevant educational background paired with ongoing learning to stay current with industry trends and SaaS best practices.
  • Experience with POS systems providing deeper insight into client challenges and delivering greater value.
About Deliverect Group

Deliverect Group is a rapidly scaling global SaaS unicorn that stands at the forefront of revolutionizing technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business.

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