Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Oversee a customer portfolio, actively seeking opportunities to enhance customer health, engagement, and retention.

• Track customer health indicators, detect at-risk customers early, and implement success strategies to mitigate preventable churn.

• Facilitate retention discussions with customers demonstrating intent to churn, addressing issues where feasible and assisting customers in realizing ongoing value.

• Spot opportunities for package upgrades and Online Payments adoption, collaborating with Sales when appropriate to facilitate expansion.

• Conduct strategic discussions with customers that align platform functionalities with their business objectives.

• Promote the usage of essential product features that enhance customer engagement and foster long-term retention.

• Actively work across your existing customer portfolio to uncover growth opportunities and enhance wallet share.

• Partner with Product, Marketing, Support, and Sales teams to relay customer insights and enhance the customer experience.

• Contribute to global Customer Success initiatives by sharing best practices and continuously enhancing customer success programs.

⛳️ Requirements

• Proven experience in Customer Success, Account Management, or another customer-facing role within a SaaS or subscription-based business.

• A strong desire to assist customers in achieving success, exhibiting commercial acumen and the capacity to identify growth opportunities.

• Proficiency in utilizing customer data and health metrics to prioritize actions and enhance outcomes.

• Exceptional skills in relationship-building, communication, and stakeholder management.

• Strong organizational abilities to manage multiple priorities across a customer portfolio.

• A collaborative and adaptable mindset, with experience working cross-functionally in a dynamic environment.

• Familiarity with Customer Success platforms (e.g., Vitally or Gainsight) and experience in SaaS, SMB, or the beauty and wellness sectors is a plus.

🏝️ Benefits

• Additional annual leave to promote work-life balance.

• Budget for professional development.

• Annual wellness allowance.