Senior Customer Success Account Manager

7 days ago

Sydney, New South Wales, Australia ShiftCare Full time $80,000 - $120,000 per year

At ShiftCare, our Customer Success team is dedicated to helping our customers get the most value from our platform. We're looking for a Customer Success Account Manager who is both technically minded and customer-focused, with a passion for solving complex problems and driving success for our larger customers.

This role sits at the intersection of Customer Success and Product. You'll work closely with our Product team to understand new features, provide customer insights, and act as a conduit between our customers and internal teams. Your goal is to ensure customers achieve maximum value and have a voice in shaping the evolution of ShiftCare.

Key Responsibilities

  • Manage relationships with key enterprise customers, ensuring satisfaction, retention, and growth.
  • Develop a deep understanding of customer goals and workflows to help them achieve measurable outcomes.
  • Partner with the Product team to share customer feedback, identify product improvement opportunities, and stay ahead of upcoming releases.
  • Troubleshoot technical issues in collaboration with Support and Product teams, helping customers find efficient solutions.
  • Proactively identify risks or opportunities within accounts and take action to mitigate or capitalise on them.
  • Serve as a trusted advisor, providing best practices and strategic guidance on platform usage.

About You

  • 4+ years' experience in Customer Success, Account Management, or Technical Account Management within SaaS or technology environments.
  • Strong technical aptitude and ability to quickly learn new software platforms.
  • Proven experience managing and supporting large or enterprise-level customers.
  • Excellent communication and relationship management skills with a focus on problem-solving and collaboration.
  • Passionate about bridging the gap between customers and product development to deliver meaningful impact.

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