Customer Success Manager

Location: Sydney
Reference: 2960077
Salary: $100k - $140k + super + bonuses
Contact: Chloe
Email: email Chloe
The company:
My client are a next generation digital content provider, offering businesses a subscription-based product that can radically change their business. They streamline operations, drive data insights and enable more informed business decisions and cost savings. 

The role:
  • Collaborate with the sales team on account strategy development for assigned customers
  • Understand and define customer vision and strategy for maximizing their investment in the product
  • Communicate the progress of your account plans internally and externally.
  • Be a trusted and knowledgeable advisor and build strong and long-lasting customer relationships.
  • Drive customer success through initial on-boarding, product adoption, retention and growth initiatives to maximize customer investment and optimize customer lifetime value.
  • Promote client satisfaction and loyalty by understanding each business’s unique (and evolving) needs, delivering value and exceeding expectations.
  • Lead and solve conflicts affecting the customer by coordinating, facilitating and operating across internal and external cross-functional partners and relationships to improve and advocate for customer experience.
  • Track accounts to identify churn risk and work proactively to eliminate that risk.
  • Identify and/or develop upsell and renewal opportunities and partner with appropriate teams to progress.
  • Monitor, analyze and interpret trends in customer consumption at every stage of the customer journey and report back to business.
  • Ensure highest level of customer satisfaction across all client accounts and nature customers for advocacy.
About you:
  • Experience working with B2B audiences, preferably with a technology company.
  • Experience in a customer success or account management role in a high-tech company or SaaS environment.
  • Experience with escalation management working with Sales, and Support.
  • Experience in developing and executing customer centric strategies and plans on assigned accounts to maximise the customer value from technology solutions.
  • Excellent program management skills, with a unique blend of creative problem solving, business acumen, and analytical aptitude.
Benefits: 
  • Competitive pay, commission, employee shares
  • Flexible working environment, work life balance is a necessity  
  • Opportunities for continued career growth and development
  • Ergonomic workstations with sit stand desks
  • Fortnightly massages
  • Free healthy breakfast, snacks & lunches available in our kitchen with water views
  • An allowance to help you focus on your well being
If this sounds like an opportunity you would be interested in, please send your resume to chloe.loftus@xpand.com.au or call me on 02 8047 4034