Customer Success Manager

2 weeks ago

Melbourne, Victoria, Australia RMS Full time $80,000 - $120,000 per year

About RMS Cloud

At RMS Cloud, our people create innovative solutions that empower the hospitality industry across the globe. As a rapidly growing SaaS company, we have developed a robust and fully integrated property management system with a comprehensive suite of native features, trusted by businesses in over 70 countries.

Every team member at RMS Cloud plays a key role in shaping the future of our platform and our business. Together, we are driving innovation and making a real impact on the global hospitality landscape.

Your Impact

As a Customer Success Manager, you'll be at the heart of our client relationships, ensuring customers are not only satisfied, but truly thriving on our RMS platform. You'll play a vital role in reducing churn, driving product adoption, and identifying opportunities for growth within key enterprise accounts. Your proactive mindset and relationship-first approach will help turn customers into long-term partners and advocates.

What you'll be doing

  • Building strong relationships with key accounts, new customers, and at-risk clients to ensure long-term success and satisfaction
  • Monitoring customer health and engagement to identify potential risks and implementing tailored retention strategies
  • Supporting customers post-onboarding to ensure adoption and value realisation during the first 90 days
  • Managing change-of-ownership processes and coordinating relevant training and enablement
  • Collaborating across Product, Sales, Marketing, and Support to champion the voice of the customer and drive improvements
  • Promoting new product features and educational content through webinars, engagement campaigns, and check-ins
  • Reporting on key metrics such as churn, retention, and customer health trends

What you'll bring

  • Proven experience in a customer success or account management role, ideally in SaaS or hospitality tech
  • A customer-first mindset with excellent communication and relationship-building skills
  • Strong analytical skills with the ability to spot trends and turn insights into action
  • Comfortable navigating CRM systems (HubSpot preferred) and customer feedback tools like NPS platforms
  • Experience working cross-functionally with product, marketing, and support teams
  • A proactive and adaptable approach – you're not afraid to own the outcome and thrive in a fast-moving environment
  • Passion for continuous learning and improvement, both for customers and yourself

Why you'll love working here

  • Career Progression Opportunities
    – As we grow, you grow There's always room for advancement and new challenges to help you expand your career.
  • Freedom to Create
    – We want to hear your ideas You'll have the freedom to innovate and make an impact with your work.
  • Hybrid Work
    – Enjoy the best of both worlds with the flexibility to work from home and connect with the team in the office when needed.
  • Impactful Work in a Global Company
    – You'll be part of a growing global team where your work directly contributes to the success of our business and makes a real difference in the hospitality industry.
  • Inclusive & Collaborative Culture
    – We're a friendly, dynamic team where everyone's voice is heard, and working together drives our success.
  • An Innovative & Empowering Environment
    – Work in a space that encourages creativity, new ideas, and problem-solving to help you grow and thrive in your career.

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