Customer Success Manager

This is a fully remote position, open to applicants in Australia, +3 more countries.

📋 Description

• Oversee a dedicated portfolio of roughly 40–60 Mid-Market clients throughout the entire customer lifecycle.

• Facilitate onboarding by conducting kickoffs, milestone check-ins, and providing guidance towards measurable results.

• Develop customer-specific success plans tailored to objectives and quantifiable outcomes.

• Offer proactive, consultative support via strategic interactions and value-driven discussions.

• Track customer health, recognize adoption patterns, and manage risks effectively.

• Collaborate with Account Management to ensure customer retention and drive expansion efforts.

• Work alongside Technical Support, Product, Solutions, and Engineering teams when specialized knowledge is required.

• Manage customer escalations from the identification phase through to resolution.

• Represent customers internally by providing product feedback and advocating for enhancements in customer experience.

• Promote AI adoption throughout the customer portfolio.

• Share best practices, refine playbooks, and engage in webinars and enablement initiatives.

⛳️ Requirements

• Minimum of 2 years experience as a Customer Success Manager for technical products within a SaaS environment.

• Proven ability to communicate effectively with software developers in a technical context.

• Strong opinions on customer experience, accompanied by well-developed perspectives for offering strategic counsel.

• Proficiency in French, Russian, and/or Spanish.

• Residing in Australia, New Zealand, the United Kingdom, or Ireland.

• Preferred: experience in designing lifecycle messages.

• Successful completion of a background check and employment verifications is required.

🏝️ Benefits

• Comprehensive coverage for medical, dental, vision, mental health, and supplemental insurance premiums for you and your family.

• 16 weeks of paid parental leave.

• Unlimited paid time off (PTO).

• Stipends available for remote work and wellness initiatives.

• Budget allocated for professional development.