Customer Success Manager

Customer Success Manager – Adoption, Renewal & Expansion

High impact role using your customer relationship skills to carry out a dedicated program of activities for your assigned portfolio of accounts.

What's on offer in this role?

• High growth journey with leaders who are 100% supportive
• Guaranteed career development as you make your mark
• Champion customer value in the world of HR advice and technology

Why join us?

At Citation Group, we believe in empowering our employees to thrive both personally and professionally. Our Values are foundational to who we are, what we do and how we act. When you join our team, you'll experience colleagues who genuinely welcome you and support you, executives who lead by empowering you to succeed and a workplace that delivers on challenges, opportunities and service excellence. We don't do micro-management – we inspire, support and innovate.

When you join Citation Group, you'll experience what it's like working for an Employer of Choice. We're big on flexible working and it's benefits because we want our people to be successful and bring their best selves to work.

We offer a variety of incentive programs throughout the year – we've even offered a return trip to Bali We offer all the Leaves; access up to 12 weeks of paid parental leave, community service and no one likes working on their birthday – get an extra day off

We're in a big growth phase so if you're ready to thrive in a fast-paced and high-performing environment and be rewarded for it - we want you to join us on this exciting journey.

Who are we?

For over three decades, our purpose and commitment have remained the same; to help build safer, more sustainable, and successful businesses that power the Australian and New Zealand economies. Our friendly, talented and professional experts cover everything from HR advice & technology, Workplace law, Safety and Migration solutions, ISO and NDIS certifications and Payroll solutions.

Citation Group has grown rapidly over the past few years and has big ambitions for the future. With a UK parent company that is Private Equity backed, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.

Want to know more about us visit our website

The opportunity

This role sits as part of our Customer Success team and reports to our Head of Customer Success.

Your key activities will include:-

• Leading proactive customer success strategies that focus on adoption, renewal, and expansion.
• Manage a portfolio of customers through the full post-sale lifecycle.
• Leverage customer success tools such as Vitally or PlanHat to monitor customer health, track engagement, and identify risk and opportunity signals.
• Maintain and update customer records and renewal opportunities in Salesforce.
• Act as the customer's voice internally and collaborate with internal teams to address challenges and influence decisions.
• Design and implement processes that enhance the customer experience, retention, and overall satisfaction.
• Drive renewal discussions with confidence.

Our ideal candidate

We're on the hunt for an individual who is highly communicative, passionate about all-things customer, has a natural flair for collaboration and brings a positive attitude to work each day.

• You love solving complex challenges for customers and translating insights into actions.
• You are a natural rapport builder of professional relationships.
• You take ownership and pride in delivering outcomes that make customers successful and loyal.
• You have proven retention and renewal management experience and can talk to results in churn reduction.
• You can handle objections/rejections with ease and see this as just the next hurdle to jump.
• Familiarity with subscription, Product or SaaS based business models.

Ideally you will have picked up these skills in a B2B environment where you journeyed alongside customers in all-things Success including adoption, value, retention, renewals and account management.

Next steps?

Hit the Apply button with your updated CV.

Applicants from recruitment agencies will not be considered. Applicants must have valid working rights for Australia on an unrestricted basis.