Customer Success Manager

**About us**

Founded in Melbourne in 2011 with a team of two, Equiem is now the world's leading end-to-end tenant engagement platform for commercial real estate. Our clients include some of Australia’s biggest and best-known landlords and managing agents.

With over 150 staff and offices in Melbourne, Sydney, Brisbane, London, New York and Manila, our technology (mobile and web apps) and Engagement services help landlords breathe life into their buildings. We activate ‘space’ and provide the channels in which to manage it.

We’re established and we’ve worked hard to retain the best aspects of our start-up culture. This means every individual has a voice, enjoys great autonomy, and is able to make a genuine impact on our business.

We’re in the business of helping our clients provide the best workplace experience possible, and we practise what we preach

**The Role**

Our Customer Success function is growing, fast. The expansion of our business means this role is becoming even more integral to our customers and to Equiem’s ongoing success. You will be joining a small but important Customer Success team which means your voice will be heard and your ideas will be put to good use.

Reporting to the Head of Customer & Client Solutions who is based in Melbourne, this role offers the flexibility to be based in either our Sydney office or Melbourne office (in the heart of the CBD) and the option to work remotely as required. Some interstate travel may be required.

As a **Customer Success Manager**, your focus will be to:

- Manage the end-to-end customer journey - onboarding, rollout and launch, product updates and deployment.
- Train clients and host workshops on new releases (in person or online)
- Provide product usage insights and offer improvements and recommendations ensuring our product is servicing client needs to the best of its ability
- Ensure our clients find value in our products and services
- Foster strong relationships and act as the primary contact for your clients
- Review and escalate technology requests
- Gather feedback and provide comprehensive overview back into the business for continuous improvements
- Maintain Equiem’s impressive NPS score

If you had worked in Equiem last year, here are some things you might have been involved in or achieved:

- An RFP that won us a major Australian client (that you’ll be working with)
- The launch of the world's first centralised workplace management system

**About You**

We are looking for a talented, resourceful and motivated individual, with relevant qualifications in Business, Marketing or Communications or demonstrated experience in a client-facing, marketing, or customer success role (~ 3-5 Yrs), ideally in SaaS and/or Commerical Real Estate.
- You will have an unmatched passion for customer satisfaction and forging trusted relationships
- The ability to quickly learn emerging technologies and confidently communicate them
- A high level of problem-solving ability and experience
- Strong project management skills and ability to organise complex projects and deliver quality results on time and on budget
- Experience and ability to report on performance through company tools/systems and identify areas/services for the improvement
- You love being part of a team but can also work independently
- Excellent written, verbal and visual communication skills

**What’s in it for you?**

In return, we offer a fun, cohesive and flexible working environment with a team that thrives on achieving the ambitions we aim for, plus:

- Salary Range: $90-100K based on skill and experience
- Chance to join an experienced SaaS team who are respected and empowered to initiate change
- Grow your career in a world-class, progressive business, with a product that is second to none
- Startup mentality in a global business. Own your role and make it what you want
- Flexible work arrangements for any roles that allow. We are about outcomes, not clock watching
- We think the day you were born is a special day, so celebrate and take the day off...and still get paid If you don’t celebrate your birthday, then let’s agree on a day you’d like to celebrate that is special to you
- Ability to purchase additional leave
- Frequent team social events - we do hang out outside of work
- Access to support from our Employee Assistance Program

**Diversity & Inclusion**

**COVID-19 & employment checks**

**How to apply**

Please note that we do not accept unsolicited CVs from recruitment agencies.