Customer Success Manager, FMCG – Retail

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

📋 Description

• Defining, communicating, and managing customer deliverables throughout the project lifecycle.

• Acting as the main point of contact for onboarding, training, and daily support for your customer group.

• Championing all assigned customers by comprehending their business needs and utilizing Wiser’s solutions to foster their growth.

• Collecting, documenting, quantifying, and conveying customer feedback and potential risks to the Sales, Marketing, Product, Operations, and Leadership teams.

• Aiding in the development of shared resources and creating innovative processes that delight our customers and assist internal teams.

• Examining customer behavior both within and outside our solutions to implement strategies for enhancing customer engagement and retention.

• Facilitating regular customer meetings and quarterly business reviews supported by proactively sourced, data-driven analysis.

• Collaborating with customers and internal sales teams to expand accounts (upselling and cross-selling), negotiating customer contracts and renewals, and working with management to formulate corresponding amendments and statements of work.

• Taking the initiative to reach out to customers to identify risks and evaluate gaps in value realization, then taking appropriate mitigating actions with support from relevant internal teams.

⛳️ Requirements

• Must possess long-term and full-time work rights in Australia.

• 2-4 years of experience as a customer success manager or in a similar role.

• 2-4 years of professional experience in a position that combines customer focus with analytical skills.

• Technical proficiency, with intermediate or advanced experience in Microsoft Excel, PowerPoint, and Salesforce CRM.

• Knowledge of the retail industry is preferred.

🏝️ Benefits

• Employees have the option to work remotely.