Senior Customer Success Manager

Senior Customer Success Manager (Technical)
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Senior Customer Success Manager (Technical)
role at
Smart Communications
.
About Smart Communications
Smart Communications is the trusted choice for regulated enterprises looking to modernize complex processes and connect with customers in the moments that matter most. Our Conversation Cloud platform powers frictionless, compliant, digital-first experiences through omnichannel communications, intelligent data capture, and secure digital archival. More than 650 enterprises worldwide—including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp—rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and fast-track digital transformation that fuels business growth and elevates the customer experience. With more than 30 pre-built connectors, Smart Communications' cloud-native platform integrates effortlessly with the world's most trusted enterprise systems including Salesforce, Guidewire, DuckCreek, OneSpan, and Pega, enabling more than 60 billion mission-critical customer conversations globally, and driving faster time to value.
Who are you?
You are a dedicated customer advocate with a passion for delivering exceptional experiences. You excel at balancing multiple priorities while expertly forecasting renewals and understanding your customers' future directions. Your relationship management skills enable you to address customer issues proactively and escalate needs where necessary, all while ensuring a best-in-class customer experience. Your commitment to fostering strong partnerships makes you an invaluable asset to our team.
The responsibilities of the role include:
Build and maintain strong relationships with assigned customers to enhance customer satisfaction and retention.
Drive renewal retention and forecast future renewals effectively.
Manage and report on the status, risk factors, and overall health of customer relationships.
Develop strategies to expand the footprint of Smart Communications within existing accounts.
Drive adoption of product features to maximize value and promote best practices.
Stay informed about product features and relevant use cases to support customers effectively.
Proactively manage at-risk customers, providing regular updates and escalation as necessary.
Work independently on ambiguous issues, prioritizing and executing in a dynamic environment.
Develop strong executive and technical influence by building trust and understanding their business challenges and desired outcomes.
Collaborate effectively as a team player, thriving in a fast-paced, high-growth environment.
Take ownership of responsibilities with minimal direction, delivering results in complex projects.
Proven ability to influence enterprise customers and executive stakeholders effectively.
Performance Indicators
Customer renewal rates and logo retention
Renewal forecasting and opportunity management
Product adoption and utilization
Proactive customer engagement including Success Plans and delivering Business Reviews
What we're looking for
5+ years of experience as a Customer Success Manager (CSM) or in a similar role, preferably within a Cloud/SaaS organization
Proven track record in building customer relationships, with a strong understanding of retention and revenue generation
Strong presentation skills and the ability to engage effectively with all levels of an organization, both in person and virtually
Excellent verbal and written communication skills
Excellent interpersonal skills with confidence to advocate honestly and influence effectively
Familiarity with the CCM industry, particularly in our core verticals: Insurance, Healthcare, Financial Services, and Government
Proficiency in Salesforce, BI tools, and the complete suite of MS Office products
Ability to meet quarterly and annual renewal rates and satisfaction metrics
Familiarity with E-Signature tools e.g. OneSpan and DocuSign
Familiarity with Web Forms and business process tools
A broad range of technical skills and knowledge so you can analyse customers' scenarios and positions and provide relevant insight and suggestions.
We look for the following SMART values in everyone we hire at Smart Communications
Speak Openly - We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We're not complainers we're problem solvers.
Make a Difference - We focus on the things that matter and prioritize the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don't sit on the sidelines.
Agile & Flexible - We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask 'why?' so that we can help remove complexity. We don't allow hurdles to get in our way.
Results-Focused - We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things. We don't believe in being busy for the sake of being busy, we focus on productivity.
Teamwork - We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers. We don't want anyone to feel disengaged, we're in this together
What's the deal?
We will provide you with the tools, equipment and support to give you the best possible chance of success and over-achieving your goals. Salary will depend on your experience and will be highly competitive. All our packages include an annual bonus based on the Company's performance, so we are all incentivised to over-achieve
In addition to a friendly, flexible and fun working environment, we provide a range of other benefits, including vision benefits, subsidised gym membership, 20 days holiday allowance plus and additional day off for your birthday
Located in the heart of the city in both Sydney and Canberra, our offices are a friendly, tight-knit environment that house our APAC Sales, Marketing, Technology, Customer and Corporate teams. This role can be based at either of our office locations or remotely with approx. 25% travel required (depending on location).
So, if we interest you, please let us know by applying for this position and tell us all about yourself.
Please note: we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.
To learn more about Smart Communications visit: /
Seniority level
Mid-Senior level
Employment type
Full-time
Job function
Customer Service
Industries
Software Development
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