Customer Success Manager

4 days ago

Sydney, Australia Deliverect Full time

Your Impact

As a Customer Success Manager (CSM) at Deliverect, you lead a harmonious orchestra of client success. Combining the insightful guidance of a trusted advisor with the precise analysis of a data-driven expert, you champion the unwavering dedication of a client champion. Your efforts directly contribute to increased customer lifetime value (CLTV) and sustainable revenue growth, positioning Deliverect for success on both regional and global scales.

**A Typical Day**:

- Develop and execute data-driven retention strategies, fostering long-term relationships to increase CLTV and drive revenue growth.
- Collaborate within growth pods to ensure a seamless handover from sales to ongoing client success, addressing client needs with efficiency and precision.
- Guide clients through software implementation, empowering them to maximize Deliverect's capabilities and amplify their business success.
- Champion presentations and reports that showcase Deliverect's value proposition, translating technical concepts into clear insights for clients and internal stakeholders.
- Utilize data analytics to generate reports quantifying Deliverect's impact on client profitability and operational efficiency, informing client conversations and showcasing ROI.
- Address client complaints promptly and effectively, resolving issues to enhance the overall customer experience.
- Identify strategic upsell opportunities by actively listening to client needs and challenges, further propelling their success.
- Create meaningful touchpoints through regular communication and proactive outreach to build strong client relationships.
- Collaborate with clients to manage renewals and assist with contract negotiations.

**Your Expertise**:

- 1+ years of experience as a CSM or Account Manager in a SaaS company, coupled with familiarity with tools like Planhat (CSP), Hubspot (CRM), Google Suite, Slack, and Zoom.
- Ability to translate complex technical concepts into clear, actionable insights for non-technical decision-makers.
- Track record of efficiently managing multiple tasks, finding creative solutions to challenges, and maintaining a positive approach.
- Relevant educational background paired with ongoing learning to stay current with industry trends and SaaS best practices.
- Experience with POS systems providing deeper insight into client challenges and delivering greater value.

**Additional Information **:

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