Customer Success Manager

2 weeks ago

Brisbane, Queensland, Australia Recruit Shop Pty Ltd Full time
About the Role

We are seeking a highly skilled Customer Success Manager to lead our customer service team and drive industry-leading customer service. As a key member of our team, you will be responsible for understanding customers' needs, effectively triaging customer requests, and driving improvements in CSAT and NPS scores.

Key Responsibilities
  • Team Management
    Manage a team responsible for all inbound customer enquiries, including recruitment, resourcing, and performance management.
  • Customer Onboarding and Training
    Facilitate smooth onboarding experiences for new customers, including setup, training, and initial implementation. Develop and deliver tailored training sessions to ensure internal teams understand and effectively meet customer-specific needs.
  • Customer Advocacy and Retention
    Monitor customer health metrics and satisfaction levels, identifying opportunities for improvement. Gather and relay customer feedback to internal teams to influence service enhancements.
  • Product and Service Feedback
    Collaborate with the management team to ensure new features and updates align with customer needs. Prepare and present regular reports on customer success metrics to management.
About You

The successful candidate will have:

  • 3+ years of experience in a customer success, account management, or customer service role.
  • Experience within a trade services environment.
  • Tertiary qualifications in Business, Marketing, Communications, or a related field.
  • Experience with CRM software and customer success tools.
  • The ability to work independently and manage multiple projects simultaneously.

You will also have:

  • Strong interpersonal and communication skills, with a proven ability to build rapport and trust with customers.
  • Excellent problem-solving skills and a customer-centric mindset.
  • The ability to anticipate customer needs and proactively address challenges.
  • Strong analytical skills to drive decision-making and process improvement.
  • A collaborative spirit to work effectively with various teams.
What We Offer
  • A supportive team environment with a focus on culture.
  • Ongoing training and development opportunities.
  • A range of staff benefits, including an employee assistance program.
  • The opportunity to lead a motivated team of customer service representatives.
  • A convenient location in Alexandria.

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