Customer Success Manager

3 days ago

Melbourne, Australia Real Time Australia Full time

Long term contract (up to 12+ months) working for a well-recognized Global brand
- Pref local to Melbourne; Should be flexible & open to Hybrid (WFH + WFO)
- Up to $450/day (incl. super) +trainings +laptop

Make a difference in the lives of customers & work with an award-winning CS Team for one of the most recognized Software companies in the world

**Role**:
**Customer Success Manager**

Our client is a Cloud software giant who has consistently ranked as one of the best providers of enterprise software in terms of customer satisfaction & are committed to customer success.

**What you get to do in this role**:

- You will support the achievement successful engagements throughout the customer lifecycle. This is an amazing opportunity for you to participate in & help shape our customers’ journey through leveraging our cloud-based platform.
- Serve as a leading contributor & valued team manager who provides direction, mentoring & thought leadership regarding customer success.
- Develop long term partnerships with our customers to ensure they remain successful by realizing the full value of their investment in the client's Cloud based platform
- Work will be non-routine & situationally complex, involving the management of the ongoing customer requirements.

**CSM Responsibilities**
- Connecting with the customer’s key stakeholders during the implementation phase.
- Initiating a nurturing cadence based on the customer & advise on product best practices, roadmap and release guidance.
- Monitor & identify adoption & utilization trends, provide recommendations based on risk & customers’ business needs
- Become a trusted advisor when aligning the customer w/ the Sales team.
- Creating procedures that continuously improve the customer experience.
- Provide forecasts on likely future customer utilization & renewals of Cloud contracts.
- Identify replenishment & renewal risks & collaborate with internal teams to remediate & ensure ongoing replenishment
- Partner with internal stakeholders to align activities with the customers business case and strategy
- Development of reference accounts
- Identifying product expansion & up sell opportunities.

**Must-haves**:

- 2+ years of **C**ustomer success, consulting, or software sales experience.**:

- Customer facing experience within a SaaS environment.
- Previous experience working w/ **Digital Adoption Platforms**:

- Experience with building, analyzing & interpreting customer data to influence stakeholder decisions.
- Ability to interact with enterprise customer teams at various levels of technical & non-technical depth.
- Experience providing insights, building relationships and driving value to C-Level.
- Experience working w/ cross-functional teams (Marketing, Product, Sales, Support, Revenue Ops)

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