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Customer Success Manager

1 month ago

Sydney, New South Wales, Australia Dovetail Full time

Dovetail is a leading AI-first customer insights hub, dedicated to improving the quality of every interaction. Our mission is to redefine what it means to be connected to your customer, providing fast and easy access to customer insights at any point in the development lifecycle.

We're seeking ambitious problem solvers from diverse backgrounds, who are passionate about their craft and excited about the work we're undertaking. If you're a customer-centric individual with a proven track-record of delivering impact, we'd love to hear from you.

As a key member of our Revenue team, you'll partner with our Account Executive to build out our GTM effort for APAC. You'll champion our product, advocate for our customers, and contribute to our APAC expansion strategy.

Key Responsibilities:

  • Manage customer relationships, working with both Mid Market and Enterprise level customers to contribute to the overall growth of our premium business.
  • Become a Dovetail expert, developing an intimate knowledge of how Dovetail works and what Dovetail is capable of.
  • Onboard new customers, partnering with sales to ensure successful onboarding and value realization in the first few months.
  • Drive renewals and retention, ensuring customers renew and increase value over time.
  • Track core customer metrics, monitoring and tracking utilization, feature usage, and NPS to ensure healthy engagement and adoption.

What We're Looking For:

  • Customer Success experience, with at least three years in a customer success, account management, or strategic consulting role.
  • Proven track-record of delivering impact, with hands-on experience in one-to-one and/or one-to-many initiatives.
  • A thoughtful partner, with excellent communication skills and the ability to collaborate with sales.
  • A passion for customers, with empathy and a desire to understand customer needs.
  • Ambitious and keen to learn, with a growth mindset and a willingness to take on new challenges.

We offer a range of benefits, including equity for everyone, equal parental leave, modern and pet-friendly offices, flexible work-life balance, and opportunities for growth and development.