
Customer Success Manager
2 days ago
Who we are
Factory is a B2B SaaS platform specifically designed to help SMB manufacturers and fabricators streamline their operations by managing orders, collaboration, job scheduling, and time tracking from a centralised platform.
We make a genuine difference in both their businesses & their lives - helping them transform their operations through smart technology.
The Role
As a Customer Success Manager at Factory, you will be the trusted advisor and advocate for our customers from the moment onboarding is complete. You will own the post-onboarding relationship, driving customer engagement, adoption, and retention.
Your focus will be on building strong relationships, understanding customer goals, and ensuring they realise maximum value from our platform. You will collaborate cross-functionally to deliver a seamless customer experience and contribute to Factory's growth by driving renewals and expansion opportunities.
What you'll be doing
- Customer Engagement:
Build and nurture long-term relationships with key stakeholders, acting as the main point of contact for all post-onboarding activities.
- Health Monitoring & Analysis:
Proactively monitor customer health using dashboards and analytics, identifying risks and opportunities for engagement.
- Renewals & Churn Management:
Own the renewal process, working to minimise churn and maximise customer lifetime value through proactive engagement and value delivery.
- Strategic Support:
Serve as a strategic advisor, understanding customer business objectives and aligning Factory's solutions to help achieve them.
- Upsell & Expansion:
Identify and drive opportunities for upsell and cross-sell to expand account value.
- Customer Advocacy:
Champion customer needs internally, providing feedback to Product, Engineering, and Leadership to drive continuous improvement.
- Issue Resolution:
Manage escalations and coordinate with support and technical teams to resolve issues promptly and effectively.
- Periodic Business Reviews:
Conduct regular check-ins and business reviews to demonstrate value, share best practices, and ensure alignment with customer goals.
- Customer Feedback:
Gather and analyse customer feedback to inform product development and improve the overall customer experience.
What we're looking for
- 3+ years in a Customer Success, Account Management, or related role within a SaaS or technology company.
- Passionate about delivering exceptional customer experiences and building lasting relationships.
- Comfortable using data and analytics to drive decisions and measure success.
- Outstanding communication skills with ability to explain technical concepts to non-technical users
- Experience working with manufacturing or industrial businesses preferred
- Like dogs. Liking people is a plus - but liking dogs is essential
What you'll bring to the table
- Strong problem-solving abilities and analytical thinking
- Ability to thrive in a fast-paced, dynamic environment
- Commitment to continuous learning and process improvement
- Familiarity with fabrication or job shop operations is a plus
- Experience with job management or accounting systems
- Good sense of humour & happy to get hands dirty to get things done
What we offer
- Opportunity to shape the implementation function of a rapidly scaling SaaS business
- Autonomy, support & a fantastic globally distributed team
- Competitive compensation
- Surry Hills head office with great people, facilities & an authentic culture
- Be part of a team that's revolutionising how custom fabricators manage their businesses
This role represents an excellent opportunity for a customer facing professional who enjoys making a difference for the clients & having the ability to help build the foundations for a rapidly scaling global company.
Please note
: This is a full-time, in-office role based in our Surry Hills head office, with an expectation of 5 days per week onsite, or with customers This is a full-time, in-office role based in our Surry Hills head office, with an expectation of 5 days per week onsite, or with customers
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