Customer Success Manager

6 days ago

Surry Hills, Australia Instant Full time

**This is a Customer Success Manager role with Instant based in Sydney, Australia.**

Instant is a technology company on a mission to power the world's most innovative brands, driving their revenue and retention on autopilot. We have grown revenue 16x in the last 6 months, and want you to be a critical part of scaling up this velocity even further

**-- Instant --**

**Role Seniority - Junior** - A role for someone with some basic skills, good motivation, and ability to learn. Typically less than 2 years of experience is required.

**More About The Customer Success Manager Role At Instant**

Instant is looking for a highly collaborative and outcome-oriented Customer Success Manager to play a critical role in delivering a rewarding, sticky, and satisfying experience for our valued customers — proactively guiding the customer throughout their journey with Instant to create a great commercial relationship. This includes rapid onboarding, implementation, and adoption as well as establishing, tracking, and reporting on shared success criteria.

**As a Customer Success Manager, You Will**
- Serve as the primary point of contact for existing customers, driving satisfaction.
- Manage all post-sales activity and enterprise customers through strong relationship-building, product knowledge, planning, and execution of their bespoke customer success plan.
- Ensure customer satisfaction that leads to holding our product stickiness, customer satisfaction, and currently 0% churn rate.
- Host regular check-ins with customers as well as quarterly business reviews to ensure adoption and sharing of success metrics such as conversion rate increase and revenue uplift.
- Answer questions and facilitate data requests, user feedback, and bug reporting to the product team.
- Act as Voice of the Customer internally to represent customer needs and wants.
- Identify and qualify cross-sell and up-sell opportunities and work with the sales teams to grow revenue from existing customers.

**Key Responsibilities**
- Adoption and Success Management
- Account Retention and Expansion

**Key Strengths**
- Collaboration
- Service orientation
- Problem solving

Pay: $55,731.55 - $107,170.54 per year

**Benefits**:

- Work from home

Work Location: Hybrid remote in Surry Hills, NSW 2010

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