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Customer Success Manager

2 months ago

Melbourne, Victoria, Australia WorkWave Full time
Job Title: Customer Success Manager

We are seeking an experienced Customer Success Manager to join our team at WorkWave. As a key member of our customer-facing team, you will be responsible for ensuring our clients receive the tools and support they need to achieve their strategic business goals.

Key Responsibilities:
  • Work collaboratively with sales to ensure a smooth handover and onboarding process that exceeds customer expectations
  • Monitor, facilitate, and drive adoption through mapping product features to business needs
  • Launch pilot programs, developing success plans and metrics as part of onboarding
  • Manage project implementations, including running product training for nominated user groups
  • Educate customers on terminology, features, and the benefits of our products
  • Manage customer support channels and escalating issues through to the Senior Customer Success Manager or Head of Customer Success for resolution
  • Identify up-sell and cross-sell opportunities and work with sales to continually grow accounts
  • Assist in the launch of pilot programs to new and existing customers, developing success plans and metrics as part of onboarding
  • Support customer billing and renewals
Requirements:
  • Bachelor's degree in business-related field
  • 1-3 years experience in Service, Account Management, or related roles (preferably in a SaaS industry)
  • Ability to work collaboratively with different teams simultaneously
  • Previous project management skills and experience with implementations, including running product training for nominated user groups
  • Exceptional verbal and written communication skills; with the ability to run meetings, run training sessions, and execute high-quality presentations
  • Strong organizational and interpersonal skills
About Us:

We are a dynamic and innovative company that values diversity, inclusivity, and authenticity. We offer a casual work environment and remote work flexibility, and we are passionate about developing creative, innovative solutions that directly contribute to the success of our customers.

We care deeply about our clients and their businesses, and we are committed to delivering exceptional service and solutions that make a real difference in their lives.

We are an equal opportunity employer, and we welcome applications from diverse candidates who share our values and are passionate about making a positive impact.