Senior Customer Success Manager

4 days ago

Macquarie Park, Australia ShiftCare Full time $80,000 - $120,000 per year

At ShiftCare, our Customer Success Managers play a pivotal role in optimising workflows, analysing customer trends, and driving continuous improvement in the customer experience.

We're looking for a Senior Customer Success Manager with a strong focus on onboarding and project management, particularly experienced in working with larger accounts. You'll be responsible for guiding new customers through implementation, ensuring seamless adoption of our platform, and setting them up for long-term success.

Key Responsibilities

  • Lead end-to-end onboarding for new enterprise customers, ensuring a smooth and timely implementation.
  • Act as the main point of contact throughout the onboarding process, coordinating with internal teams to deliver an exceptional customer experience.
  • Manage multiple onboarding projects simultaneously, tracking milestones, timelines, and deliverables.
  • Partner with Sales and Product teams to ensure alignment on customer goals and expectations.
  • Analyse usage data and feedback to identify opportunities for improved efficiency and customer satisfaction.
  • Build and maintain strong relationships with enterprise clients, ensuring a seamless transition from onboarding to steady-state success management.

About You

  • 4+ years' experience in Customer Success, Implementation, or Project Management roles within SaaS or technology environments.
  • Proven experience onboarding and managing large enterprise or complex accounts.
  • Strong organisational and communication skills with the ability to manage multiple stakeholders.
  • Demonstrated success in improving processes and delivering measurable outcomes for customers.
  • A proactive, customer-first mindset with a focus on long-term success and retention.

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