Enterprise Customer Success Manager

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

📋 Description

• Ensure that Enterprise customers receive the utmost value from their subscription investment.

• Onboard new clients by overseeing all facets of the account, managing user administration, and delivering product training tailored to client-specific use cases and goals.

• Collaborate with Enterprise Account Managers to facilitate client renewals, enhance retention, and maintain ongoing satisfaction.

• Comprehend Criteria’s strategic and competitive stance and serve as a compelling advocate for our product.

• Identify, assess, and eliminate obstacles to growth, ensuring customer success.

• Create success plans tailored for each client.

• Swiftly and effectively address incoming customer support inquiries via calls and emails.

• Offer web-based training and support for product implementation.

• Proactively manage all customer requests to achieve satisfactory resolutions.

• Record all customer interactions in our CRM software.

• Drive product enhancements and contribute to product development initiatives by listening to customer feedback and communicating it to our product development team.

⛳️ Requirements

• High school diploma or its equivalent is required.

• Bachelor's degree is preferred.

• Prior relevant experience in fields such as recruitment, talent acquisition, customer success, account management, customer service, SaaS training, or technical support.

• Strong business acumen and familiarity with the SaaS model is preferred.

• Excellent verbal and written communication skills.

• Outstanding interpersonal and customer service abilities.

• Strong sales and customer service capabilities.

• Good organizational skills, with a focus on follow-through and attention to detail.

• Exceptional time management skills and a proven track record of meeting deadlines.

• Strong analytical and problem-solving skills.

• Demonstrated ability to prioritize tasks and delegate when necessary.

• Knowledge of web-based technologies, along with curiosity and enthusiasm.

• Proficient in Microsoft Office Suite or similar software.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Comprehensive health, dental, and vision insurance.

• Opportunities for professional development and career advancement.

• Flexible work hours and remote work options.

• Supportive and inclusive company culture.