Customer Success Manager

Customer Success Manager 

Auckland, New Zealand (Hybrid) 

Firmable is Australia's definitive B2B database that helps businesses drive smarter decisions and outperform by knowing more about their leads, customers, and candidates than ever before. We're a start-up with strong investor backing and are busy building out a team of smart, innovative, and collaborative individuals who thrive in working in dynamic, fast-paced environments.  

Reporting to the Manager - Customer Success and Support (based in Melbourne, Australia), this role will focus on delivering high-quality customer success experience for our customers in New Zealand – from onboarding and training new customers through to delivering ongoing engagement and satisfaction. You'll also support customers to get the most out of the Firmable platform and will play a hands-on role in ensuring customers needs are met quickly and effectively. You'll also contribute to customer support on an ad hoc basis and will share customer feedback and insights with the broader team to help improve our product and service.  

Key responsibilities

• Own a portfolio of accounts

, serving as the main point of contact for customer interactions
- Build and maintain 
strong relationships

with customers, understanding their goals, challenges, and how they use the platform
- Guide new customers through 
onboarding and training

, ensuring a smooth and engaging start to their Firmable journey
- Proactively engage customers to 
drive adoption

, answer questions, and share best practice advice to ensure they get the most out of the platform
- Monitor customer 
usage and health

, identifying risks or opportunities and escalating where needed
- Identify 
expansion opportunities

with the aim of growing the customer base and share of wallet
- Provide 
customer insights, feedback and requests

to relevant internal teams/stakeholders for product and service improvements
- Contribute to other 
customer success initiatives

as required, including customer education materials and best practice knowledge-sharing
- Support accurate 
record keeping in HubSpot

and related systems to ensure visibility of customer engagement and activity
- Provide customer support ticketing cover on an as need basis

To be successful you will have the following skills and attributes

• 2-3+ years proven experience in customer-facing roles

, ideally customer success or account management in a B2B SaaS environment
- Passion for delivering great 
customer experiences

at scale
- Ability to 
work independently and collaboratively

in a fast-paced environment
- Be 
highly curious

and a 
keen problem solver
- Great operational skills with 
high attention to detail
- Experience with key systems like HubSpot is desirable; a 
willingness to learn new tools

is a must
- Self-driven and comfortable in a 
fast-moving start-up

environment
- Understanding of sales and marketing activities, tech, and data needs is desirable

Why join Firmable?

• High-impact role

– directly shape Firmable's customer success in a high-growth, investor-backed start-up.
- Senior leadership exposure

– work closely with leadership to drive customer strategies.
- Career development

– opportunity to expand responsibilities as the company scales.
- Flexible hybrid working
 – remote-friendly with a co-working space in Auckland.

If you are looking for the next opportunity in your career and want to work for a dynamic, fast-paced tech company, then apply today.  

About Firmable

Firmable is Australia's definitive B2B database helping businesses drive smarter decisions and outperform by knowing more about their leads, customers, and candidates than ever before. Our platform provides access to the largest database of companies in the one place with a rich set of attributes – from table stakes like location, industry, and employees; to next gen data points such as company tech stacks, web traffic, and reviews; and deep local information including ABN mapping. It allows sales and marketing teams to accelerate growth and better engage with their customers; helps recruiters to identify and attract the right candidates; and saves time for anyone seeking reliable market intel.