Customer Success Manager

MyPass Global is a multi-award-winning workforce compliance software company. Our cutting-edge technology helps companies in high-stakes industries reduce risk, save up to 70% on back-office costs, and create safer work environments through our digital workforce solutions.

With our industry-first digital Skills Passport, workers can seamlessly manage their training and competency information. In essence, we are building a global worker credentialing platform designed to create safer, more connected, and agile workplaces. As we rapidly expand with offices worldwide, we are seeking the next generation of innovative MyPassers to join us in shaping the future of our industry.

**The role**:

- The key purpose of this role is to build passionate advocates of the MyPass platform by building and maintaining strong relationships with strategic Customers and identifying growth opportunities within the existing Customer base. This role is responsible for ensuring that MyPass’ enterprise and strategic growth customers are maximising their investment in the solution, leading to the successful retention of key accounts, preserving Annual Recurring Revenue, and ensuring growth opportunities are realised. This role oversees a team of account executives and will work closely with cross-functional teams to ensure that MyPass’ strategic accounts receive the highest level of service, value and partnership.

**Day to day**:

- Act as the main contact for key strategic customers, building strong relationships to ensure satisfaction and retention.
- Create and implement Customer Success plans to identify growth areas and support knowledge sharing within MyPass.
- Develop stakeholder plans to maintain regular engagement at all customer levels.
- Promote MyPass as an industry solution by delivering value, ensuring satisfaction, and identifying opportunities to grow ARR.
- Share product updates effectively, helping customers maximise their investment and manage changes where needed.
- Provide business cases and opportunities to support marketing, sales, and growth initiatives.
- Analyse trends to improve customer satisfaction and offer insights to the product team.
- Align account strategies with business goals in collaboration with senior leadership.
- Drive revenue growth by identifying cross-sell and upsell opportunities in strategic accounts.
- Ensure all customer data, interactions, and plans are recorded in the CRM and oversee scalable reporting for enterprise accounts.
- Support onboarding and training for Strategic Accounts team members with a “Train the Trainer” model.
- Track and report KPIs on growth, satisfaction, and performance, ensuring compliance with SLAs.
- Use data insights (e.g., NPS, CES) to refine strategies and improve outcomes.
- Lead retention initiatives and highlight MyPass' unique value for strategic accounts.

**Our ideal MyPasser**:

- 10+ years in account management, sales, or a related field, with at least 5 years in a leadership role.
- Proven ability to grow strategic accounts and drive ARR through cross-selling, upselling, and retention.
- Experience in SaaS or enterprise software implementation projects.
- Strong understanding of the mining and energy sectors in Australia and their business models.
- Excellent communication, negotiation, and interpersonal skills.
- Strategic mindset with the ability to anticipate customer needs and industry trends.
- Experience leading, mentoring, and developing high-performing teams.
- Skilled in using data and insights to refine strategies and improve outcomes.
- Flexible and proactive in addressing customer challenges and opportunities.
- Willingness to travel as needed.

**Life at MyPass**:

- Flexible Hybrid - Ability to mix your working week between the MyPass office and your home office
- Paw Friendly - Pet-friendly office in the Perth CBD
- Celebrate You - Gift cards on your work anniversaries
- Be Healthy - Wellbeing policy with a strong focus on whatever makes you feel good from the inside out, free subscription to the WithU app
- Fuel Your Growth Journey - Unlocking your potential with a blend of in-person and online learning and development opportunities
- Be Comfortable - Casual Friday every day
- We Love to Have Fun - Team outings, weekly lunches, team events, the list goes on
- Generous Employee Referral Program - Rewards for referring top talent