Customer Success Manager

1 day ago

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

Do you have a passion for people, commercially minded with excellent communication and problem-solving skills, and have the willingness and ability to self-learn? Then we would love to hear from you Join us and be part of our team dedicated to delivering excellence in everything we do.

About Smokeball

With offices in Australia, the US, and the UK, Smokeball is the leading provider of legal practice management software helping small and mid-sized legal practices run their best firm and live their best life. We're passionate about what we do, and our clients know it

Not to brag, but we've just been awarded the best place to work in Australia by Wrk+ and once again, we have been certified as a "Great Place to Work". Culture plays a big part in our success, and our clear purpose and vision motivate us daily.

About The Job

Smokeball is seeking an experienced Client Success Manager who has a client-obsessed mindset, a strong grasp of what success looks like, and the ability to drive excellent outcomes.

As a Client Success Manager at Smokeball, you'll play a pivotal role in ensuring the satisfaction, retention and overall success of our clients. You will be responsible for building strong relationships across a portfolio of clients, helping them achieve their goals and get maximum value from our cloud solutions.

What You'll Be Doing

Portfolio Management: Managing a portfolio of client accounts, developing strong relationships and a deep understanding of their needs, challenges and goals.

Revenue Growth: Driving increased usage of cloud solutions across your portfolio, including adoption and retention while increasing recurring revenue.

Upselling and Cross-selling: Proactively identifying opportunities for upselling, cross-selling and expanding services among existing clients.

Deliver Exceptional Service: Supporting the development and execution of the Client Success framework, delivering operational excellence and exceptional services to clients.

Collaboration: Collaborating with cross-functional GTM teams to surface client insights, enhancement opportunities, and execute campaigns to achieve revenue targets.

Travel to onsite client visits and events to build strong client relationships and promote the Smokeball brand

Your Experience

  • 3+ years' experience in Client Success Management, Account Management, Sales and/or a relevant technical background, familiar with client challenges and a proven interest in applying digital tools to advance the industry.
  • Experience working with and managing stakeholder and clients in a technology (SaaS) environment.
  • Passion and experience for developing and nurturing strong lasting relationships with clients.
  • Results driven mentality with commercial acumen.
  • Strong negotiation, upselling and communication skills, with the ability to handle objections adeptly.
  • Proven track record of attaining and surpassing KPIs and targets.
  • Innovative problem solver with a strong desire to learn.
  • Capable of working both independently and collaboratively.
  • Experience within the Legal Industry is desirable, but not required.

What's in it for you?

Competitive Salary

Regular bonuses

Employee share scheme

Awesome off-sites and parties

Well-being allowance

Paid Parental Leave

Office lunches and loads of snacks

And of SWAG

* Smokeball is an equal-opportunity employer and is committed to providing an open, welcoming environment for everyone.

Please note: This role is only open to Australian residents. Unfortunately, we are not able to offer sponsorship at this time.

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