Customer Success Manager

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

📋 Description

• Collaborate on strategic objectives and create a shared success plan that lays the groundwork for long-term customer achievements and mutual results.

• Ensure seamless transitions after implementation, guaranteeing that KPIs are achieved and maintained as relevant throughout the customer experience.

• Foster robust relationships by comprehending customer requirements and performing regular check-ins to assess satisfaction and account well-being, including engagement with senior stakeholders and executive sponsors when appropriate.

• Acquire in-depth knowledge of our solutions to generate value for customers, delivering best practices, insights, and ROI-centric advice while emphasizing the advantages of new features and updates.

• Show dedication to ongoing learning and keeping abreast of product advancements, emerging technologies, and AI-enhanced capabilities.

• Recognize and pursue upsell and cross-sell opportunities, working alongside teams to promote renewals, address challenges, and enhance retention.

• Effectively convey complex concepts to all stakeholders, employing active listening and providing regular updates on significant initiatives.

• Develop customer advocates for testimonials, case studies, and referrals, and streamline feedback for internal teams.

• Utilize data and analytics to monitor customer objectives and drive results, leveraging trends to make data-informed recommendations during reviews.

• Promote the use of self-service resources, such as knowledge bases, to empower customers and enhance satisfaction.

⛳️ Requirements

• Previous experience with the Momentus Enterprise platform is highly valued.

• Excellent communication and interpersonal abilities.

• Capacity to grasp technical concepts and convey them to non-technical audiences while adapting to changing products, technologies, and customer needs.

• Strong problem-solving and conflict resolution capabilities.

• Familiarity with customer success tools (e.g., Gainsight) and Salesforce.

• Experience with AI tools such as Microsoft Copilot, Claude, ChatGPT, Hook, or similar solutions is highly regarded.

• Results-oriented with an emphasis on customer satisfaction and retention.

• Experience in the events industry is an advantage.

• Background in working with Enterprise software platforms or similar software solutions will be considered.

🏝️ Benefits

• Periodic travel is required for customer onsite visits, company meetings, and team events.