Customer Success Manager

6 days ago

Sydney, New South Wales, Australia Talent International Full time

australia sydney permanent au$90000 - au$105000 per annum + + super + commissions- Product sells itself - less than a 2% churn rate annually
- Hybrid working arrangement on offer.
- 2x permanent vacancies within the Customer Success Division.

An industry leading, dynamic company that specialises in creating innovative solutions for enhanced end user experience in Human Resources (Corporate + Recruitment clients) is seeking two Customer Success Managers to join their team in a permanent career opportunity.

Are you a lover of customer satisfaction and being the first point of contact for clients? This is the role for you In this role you will be responsible for taking ownership over a book of 300+ SMB to Mid-Market clients, acting as the main touchpoint for clients through an Account/Success Management perspective, and engaging in weekly Account Review meetings (EBR's).

**Additional Benefits**:

- Hybrid flexibility working arrangement - 3 days in office, 2 days from home.
- Based in the heart of the CBD Walking distance from the nearest train station.
- Annual company event for all - the most recent event was 3 days in the Hunter Valley.
- Quarterly CX event - half day provided.
- Team bonding activities linking back to their fantastic workplace culture.
- Corporate card provided when meeting clients face-to-face.
- Internal social club festivities
- Salary is $90-$105K Base (depending on experience) + Super + Commissions (generally $5K+ p/year).

**Roles and Responsibilities**:

- Manage and grow an existing book of 300+ SMB to Mid-Market clients.
- Handle client escalations to resolution, leveraging cross-functional internal teams.
- Be the first point of contact of clients from an Account/Success Management perspective. It'll be less focus on sales but more on billing, escalations, account strategy and overall value
- Build and maintain long-term stakeholder relations.
- Conduct weekly Account Review meetings (EBR's) ensuring clients are satisfied, setting correct expectations, and providing insights on new products and features.
- Responsible for preventing client churn - the great news is the product sells itself and they have a less than 2% churn rate annually.
- Review existing agreement terms and payment terms - being the mediator and identifying opportunities that would best suit the business + client.
- Ensuring the database system is kept up to date.

**About You**:

- Very open towards seasoned SaaS SDR's stepping up into Customer Success, full end-to-end SaaS sales cycle experience wanting to move into Customer Success.
- Proven B2B client or sales experience.
- Possess great communication and negotiation skills to analyse a business' needs and translate them into relevant solutions.
- Display a can-do attitude and have the ability to work autonomously and with a team.
- Based in Sydney, NSW, and have full working rights in Australia.

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