Customer Success Manager

Join a dynamic high-tech environment
- Development & growth opportunities
- Make a difference and help us to enable a safer world

**About the role**

Fivecast provide our customers with a range of AI-enabled threat intelligence capabilities. We are seeking an experienced SaaS Customer Success professional to join our team. In this key role, you will draw on your industry knowledge to build and maintain strong post-sale relationships with our customers to ensure we are addressing their needs and providing ongoing support. You will be responsible for ensuring customers actively utilise our products and encouraging them to renew or expand their subscriptions.

**Responsibilities**:
Client Relationship Management:

- Build and maintain strong, long-lasting customer relationships.
- Serve as the primary point of contact for customers, providing exceptional support and guidance.
- Educate customers on product features, best practices, new releases, and product roadmaps.
- Ensure high levels of customer satisfaction and retention.

Customer Success:

- Develop and implement customer success plans to ensure customers achieve their goals.
- Schedule and conduct customer onboarding for new customers
- Schedule initial user training sessions with training specialists.
- Schedule and conduct regular customer check-ins and business reviews to ensure satisfaction, identify any issues or opportunities for up-sell.
- Monitor customer health metrics and analyse customer data to identify trends and opportunities for improvement and proactively address any issues.
- Conduct in-tool customer success programs, including banners and notifications for new content, events, training sessions, webinars, and release notes.

Reporting & Operational Excellence:

- Track customer success OKRs/metrics using dashboards and relay client feedback to internal teams to drive product improvements.
- Review usage statistics and training levels to provide customer health reports to account executives and leadership.
- Collaborate with cross-functional teams to deliver seamless customer experiences, ensuring any issues are escalated to tradecraft, technical support, or account executives as appropriate.
- Draw on your experience and knowledge of best practice to ensure continuous improvement initiatives to enhance service delivery.

**Requirements**:

- Australian Citizenship
- Proven experience in customer success or account management, preferably in a SaaS environment.
- Experience with CRM software and customer success tools.
- Knowledge of the SaaS industry and its dynamics.
- Excellent communication skills to build rapport with customers
- Strong project management skills, demonstrating the ability to manage multiple priorities, take ownership, and proactively solve problems
- Organsied and process driven, with the ability to meet deadlines and work autonomy
Strong analytical skills with the ability to interpret data and trends.

Desirable Criteria:

- Understanding of current APAC national security, counter terrorism, counter-intelligence, cyber threats, and border security issues
- Security Clearance: NV1
- Experience within some of the below areas:

- within an intelligence, defence, law enforcement, or other agency/organization with an intelligence analysis or assessment function
- leveraging intelligence collection and analysis software or commercially available data sets in support of the intelligence process

**About Fivecast**

Fivecast is a world-leading provider of cutting-edge digital intelligence solutions. We enable the world’s most important public and private organizations to explore masses of data and uncover actionable insights, critical to protecting global communities.

As a growing tech company with over 150 people globally, all team members are provided with the opportunity to directly contribute to our success, participate in the development of new and emerging technologies and grow their career in a challenging and dynamic high-tech environment. We are headquartered in Adelaide, Australia with teams in Canberra, Virginia USA, and London UK.