Customer Success Manager

**About us**:
Making a meaningful difference with mission-critical software that empowers communities to thrive.

ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer. We re-imagine, design, develop and deliver technology to solve our customer’s diverse problems - supporting multiple businesses across a variety of markets to be ready for anything.

We’re an ASX-listed company which means we are stable, have a strong track record of sustainable growth and have a significant number of long-term customers. So, what does this mean for you? It means we can offer you an experience that will push you tobe your best, provide career-building challenges, and that will offer you numerous growth opportunities that can’t be found in any other company.

It’s an inclusive environment where there is no place for politics, where we get our heads together to solve the problems that really matter to our customers, and where we always stay focused on our north star - the communities we serve, and society at large.

**The key accountabilities of the role**:

- Drive high customer satisfaction through timely, responsive, and knowledgeable support.
- Coordinate and deliver lifecycle activities (onboarding, adoption, training checkpoints).
- Maintain account health and hygiene across systems (Salesforce, internal tracking).
- Identify and surface risks, flagging escalations and opportunities for strategic follow-up.
- Contribute to a high-performance Talent Pod by sharing insights and supporting operational excellence.

**The key responsibilities of the role**:

- **_
HR Technology Literacy and Platform Enablement: _**Demonstrated experience using HR or Talent Management systems, either as a user or administrator. A passion for HR technology and the ability to quickly learn new systems is essential. You will guide customers in their day-to-day use of the Ready Workforce Talent platform, providing practical advice and driving confident usage across their teams.
- **_ Customer-Centric Communication and Relationship Management: _**You will build trusted relationships through regular check-ins and consistent communication. Strong interpersonal skills, empathy, and responsiveness are essential. The ability to understand customer needs and adjust your approach accordingly is key to success in this role.
- **_ Problem Solving and Ownership: _**You are a proactive problem solver who takes ownership of customer queries and issues. You’ll work through ambiguity and bring ideas to improve both customer outcomes and internal processes. Being solutions-focused and resourceful is a must.
- **_ Attention to Detail and Operational Execution:_** You bring strong time management and accuracy to your work. You’ll manage multiple priorities and document all activity in Salesforce with precision. High standards of written and verbal communication are expected.
- **_ Team Collaboration and Initiative: _**This role is part of a pod, and collaboration is key. You’ll work closely with your Customer Success Partner and internal teams across Product, Support, and Professional Services. You should be comfortable working independently while also contributing to shared team goals.
- **_ Relevant Education or HR Domain Experience: _**Tertiary qualifications in Human Resources, Management, Learning & Development, Psychology, Organisational Development, or similar are desirable. Alternatively, equivalent professional experience in HR, Talent systems, or SaaS customer roles will be highly regarded.

**The key requirements for the role**:

- Builds trusted relationships with empathy and professionalism.
- Strong verbal and written communication skills.
- Organised, accountable, and capable of managing multiple customer engagements.
- Self-motivated and able to work independently while contributing to team success.
- Proactive in identifying issues and driving outcomes.
- Working knowledge of HR, Talent or LMS Systems
- Understanding of SaaS business models and the customer lifecycle
- Familiarity with Salesforce or other CRM tools
- Awareness of customer success metrics (e.g. CSAT, NPS, health scoring)
- 2+ years in a customer-facing role within SaaS, HR tech, or similar.
- Experience supporting or training users on software platforms.
- Demonstrated ability to handle competing priorities and provide timely responses.
- Comfortable engaging with HR or business leaders and translating needs into actions.

**Why you should become a ReadyTecher**:

- A day off for your birthday
- hip hip hooray
- Additional 4 days of leave each year
- ReadyTecher Awards each quarter with the chance to win flights and accommodation to Hamilton Island
- Hybrid work, with in-house baristas in Australia via the Ready Beans team
- Access to Sonder
- a technology-driven platform supported by safety, medical and mental health experts - available 24/7
- Paid parental leave
- Additional paid leave for miscarriage, endometriosis and menopause
- V