Customer Success Manager, Sydney

As a Customer Success Manager at Funnel, you will own a portfolio of mid-market level customers and work to become their trusted advisor as you enable them to handle, analyze and optimize their data. If you love to solve advanced data use cases, consult existing customers on how to optimize their tools, and want to be part of a fast-growing scale-up - this is the chance for you

**Responsibilities**:
To be successful as Customer Success Manager at Funnel you need to be passionate about understanding your customers’ business, the value they expect from our tool, and the route to successfully creating a world-class business-ready data setup. You will develop and maintain a solid understanding of the Funnel platform and be heavily involved in the entire customer lifecycle.

Day-to-day responsibilities include:

- Develop and maintain a strong, productive relationship with Funnel’s customers in your book of business
- Own the end-to-end success of your customers with Funnel, collaborating closely with colleagues in the account team for customer onboarding, revenue retention, growth, and adoption
- Work to understand your customers’ business, goals, needs and opportunities with Funnel
- Generate Customer Success-qualified leads for Partner or Account Managers
- Identify churn risks early and work closely with account team colleagues to mitigate these
- Serve as the customer's trusted advisor and product expert, hosting training sessions as required to support ongoing customer education and new use cases for Funnel
- Contribute to our team development by being a strong team player and sharing knowledge and best practices from your individual experiences

Skills and experience
- 3-5+ years of experience holding a Customer Success title for a software solution.
- Relationship builder - you have proven experience managing customer relationships, seeking to understand their needs and working with them to realize product value, translating to account growth
- Problem solver - you not only help to solve immediate problems but also strive to help the customer long-term, with clear explanations of recommended solutions
- Technical aptitude - you are data-driven and have good technical capabilities
- Analytical - you actively listen to internal and external stakeholders and feel comfortable digging deeper into data to generate answers and insights
- Strong communicator (written & verbal) - you are able to create rapport with customers and colleagues quickly and can communicate objectives and needs clearly
- Effective time manager - you are comfortable with change and ambiguity and can switch contexts and restructure priorities with ease in a dynamic environment
- Team player - you are a self-motivated, dedicated teammate with a growth mindset and collaborative work approach focused on team success
- Thirst for knowledge - whilst Funnel will support your learning and development, you are expected to have a passion for your own continuous improvement, driving your personal training needs and utilizing internal and external resources to help with this
- Nice to have_:

- Proven experience working with digital marketing data or other types of data such as CRM / ERP is preferred but not essential

**Who we are**
- Take a look at our Funnel benefits and perks

Funnel is the leading Marketing Intelligence platform empowering marketers to automatically collect, model, visualize, and analyze data from over 500 marketing platforms—without SQL or scripting. Now equipped with measurement, Funnel combines Marketing Mix Modelling, Multi Touch Attribution, and Incrementality Testing to triangulate the true effectiveness of marketing efforts and provide smart, data-driven suggestions.
Trusted by more than 2,000 businesses worldwide, including globally recognized brands such as Adidas and Sony, Funnel generated over $50M in ARR in 2023 and continues to feature in the FT 1000 list of Europe’s fastest-growing companies. Since its founding in 2014, Funnel has grown into a global team of over 300 employees, with offices in Stockholm, Boston, Dublin, London, Hamburg, and Sydney.

**Other information**

This role is located in our Sydney Office at Tower 3, L24 300 Barangaroo Ave, Barangaroo NSW 2000.

We value in-person collaboration in the office, and as such **we work a minimum of 4 days per week from our office.