Customer Success Manager

Background

The Customer Success Manager is a new role within the organisation, currently handled jointly by the directors and the Customer Support Manager. The growth over the past few years has highlighted the need for a dedicated role and the need to leverage very high satisfaction ratings to extend the available services to existing customers who may not be aware of them.

This new position will be the primary point of contact for all existing customers and is mainly responsible for ensuring a high-quality customer experience throughout the customer journey. 

This role oversees onboarding, implementation, and training of new customers to ensure they have a smooth adoption and maximise ongoing value from the company.

The position focuses on building strong, long-term relationships with customers, proactively identifying needs, resolving issues and maintaining high levels of customer satisfaction.

This position will also be well-placed to identify opportunities to expand services within the existing customer base, including upselling and cross-selling relevant solutions.

Working closely with product and technical teams, the Customer Success Manager serves a dual role: internally, they champion the voice of the customer, ensuring feedback is captured and acted on. Externally, they become the trusted face of the organisation, supporting the services delivered and helping customers solve their information flow challenges. This ensures a win-win for both us and the customers, ensuring continuous improvement within the business and ongoing customer satisfaction.

Key Responsibilities

• Act as the lead contact for customers’ management team regarding queries, issues, and escalations
• Manage implementation, onboarding and training for new customers
• Liaise between the customer and the internal user support team when customers have complex requests
• Identify opportunities to sell and implement additional modules and/or services within existing accounts
• Monitor customer health and satisfaction metrics
• Meet with customers on a regular basis (may incl. travelling to customer sites interstate) to review contracts, satisfaction and opportunities

RequirementsExperience

• 1-3 years in Customer Success, Account Management, or Client Services in a B2B environment 
• 1-3 years in managing or supporting a portfolio of business clients (i.e. not handling support tickets) 
• Experience in or working with a SaaS, subscription, or any recurring-revenue businesses
• Hands-on experience working with or leading client onboarding and new system implementation
• Experience in delivering training sessions (remote and/or in-person)
• Experience in selling opportunities within existing accounts and comfortable discussing pricing/value

Key Inter-personal Skills

• Ability to build trust with stakeholders across different seniority levels
• Strong and professional communication skills, both verbal and written
• Ability to adapt communication for different customer seniority levels (execs vs operators)

Key Technical Skills

• Experience with business process mapping / process elicitation
• Intermediate level knowledge of data analysis tools such as Excel (pivot tables, advanced formulas, graphs & charts) 
• Intermediate level knowledge of process documentation or flowcharting tools
• Familiarity with online B2B systems such as CRMs, Document Management, Incident Management, HR systems etc.