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Customer Success Manager

2 weeks ago

Melbourne, Australia Liven Full time

Our customers are central to our business and we’re looking for a Customer Success superstar who can own the entire post-sales relationship. This includes onboarding, ongoing retention, and increased product usage.

As a product first business, we are obsessed with numbers, and client success plays a key role in what we measure internally. The Customer Success Manager (CSM) will own all increased product adoption, churn, case studies and referrals.

**Key Responsibilities**:
You’ll work closely with teams from across the organisation, helping to advocate on behalf of our customers. You’ll be responsible for making everybody else aware of their challenges, needs and concerns. Whether that’s providing input on a new feature for the product team or offering feedback on the latest campaign to the marketing team.

Customers are at the heart of everything we do.

**Skills, Knowledge & Expertise**:
**Customer-first mentality** - To adopt this mentality CSMs will need to get to know their customers unlike anybody else. Become trusted advisors that customers see as true partners.

**Business savvy - **To get close to customers our CSMs need to understand them. In particular, the mechanics of their business. Taking the time to understand the desired outcomes is essential.

**Analytical** - Liven runs on numbers; we are looking for someone who is comfortable with data. Analyse, review, act. Data-driven decision mentality and sound business judgment through strong analytical thinking.

**High EQ - **More than anything a CSMs role is about people Your fundamental job is to build relationships with customers. Remain calm, have patience and show attentiveness.

**Experience** - Solid experience in a professional environment dealing with training, onboarding and problem solving for customers. Exposure across Client Success, Customer Success or Account Management experience is important.

**What's in it for you?**:

- Work on a consumer facing app used by thousands of merchants and consumers.
- As we grow, you grow - we will fast track your development with a career path that could lead to cross functional and international opportunities, if you're up for it
- Learning, learning, learning
- Ability to work on innovative tech and bring your ideas to life.
- All the perks that come with being one of our early-stage employees

If you are excited about working in a company at the forefront of innovation, taking ownership, and being part of an extremely high-performing team then we’d love to hear from you

**Workplace type**: Hybrid

**About Liven**:

- Liven is a global tech start-up and winner of Richard Branson’s Extreme Tech Challenge for Blockchain and Digital Payments. Our plug and play solution helps venues reward and retain their most valuable customers, whilst also attracting new foodies. Liven rewards customers based on what makes them tick, including unlocking exclusive experiences, earning LVN to spend across the network and offering pre-purchased Foodollars. We remove the need to pay huge margins to the tech giants, allowing venues to own their data, cultivate their own community and keep their customers happy._

**Our hiring process**:
**Stage 1**:Skills Interview

**Stage 2**:Behavioural Interview

**Stage 3**:Offer