Customer Success Manager

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

📋 Description

• Act as the main point of contact for a portfolio of Microvellum and INNERGY Engineering clients following implementation.

• Establish trusted advisor relationships with executive sponsors, administrators, engineers, and end users.

• Enhance customer adoption through strategic business reviews, success planning, training recommendations, and proactive engagement.

• Monitor customer health, detect risks, and devise action plans to enhance customer outcomes and retention.

• Collaborate with Technical Support and Professional Services to facilitate issue resolution and represent customer interests.

• Identify prospects for additional training, consulting, products, and services.

• Work alongside Sales on renewal and expansion initiatives.

• Gather customer feedback and collaborate with Product teams to shape future enhancements.

• Maintain precise customer health metrics, account plans, and activities within the CRM system.

• Advocate for the voice of the customer throughout the organization.

⛳️ Requirements

• Minimum of 3 years of experience in Customer Success, Account Management, Professional Services, or a related SaaS field.

• Proven experience managing a portfolio of B2B customers.

• Strong consultative communication and relationship-building capabilities.

• Ability to juggle multiple customer priorities in a dynamic environment.

• Excellent problem-solving skills and project coordination capabilities.

• Experience with CRM platforms such as HubSpot, Salesforce, or similar systems.

• Preferred: experience in woodworking, millwork, cabinetry, manufacturing, CAD/CAM, ERP, engineering software, or construction technology.

• Preferred: knowledge of Microvellum, INNERGY Engineering, or analogous manufacturing and engineering software solutions.

• Preferred: experience conducting executive business reviews and developing customer success plans.

• Preferred: background in collaborating with implementation or technical teams.

• Bachelor's degree or equivalent experience is preferred.

🏝️ Benefits

• Competitive salary and benefits package.

• Opportunities for professional development and career growth.

• Dynamic and supportive work environment.