Customer Success Representative to Web Manuals

At Web Manuals, we’re redefining aviation with our state-of-the-art SaaS solutions. Our mission? To revolutionize how aviation professionals work while reaching new heights of innovation and service. As a bootstrapped company, we chart our own course, breaking barriers and setting our sights on the stars and beyond. We’re proud to offer an environment where you can soar, both professionally and personally, and explore a world of opportunities within an international team.

With offices in Malmö (HQ), San Diego, New York, Sydney, Singapore and Barcelona, we’re growing rapidly. Now, we’re on the hunt for a Customer Success Representative to join our team in Sydney! Take the leap and join Web Manuals on our journey to revolutionize aviation - apply today!

About the role

As a Customer Success Representative, you're responsible for ensuring customers achieve maximum value and success with the Web Manuals product. This role works closely with the Customer Success team across the APAC region, leveraging a deep understanding of customer needs, challenges, and operational environments to drive successful customer outcomes and ongoing relationship management. The Customer Success Representative proactively identifies and develops business opportunities, nurturing and expanding customer relationships and revenue. By anticipating both known and emerging customer challenges, the CSR guides customers toward long-term success and strengthens engagement across all phases of the customer lifecycle.

You will be part of a small, close-knit team based in Sydney, collaborating closely with the Customer Success team in Singapore to strengthen and grow relationships with customers across the region.

Your key responsibilities

• Lead and manage customer project deliveries to ensure successful outcomes and high satisfaction.

• Proactively build strong relationships with customers and guide them through their journey with Web Manuals.

• Understand and address customer needs, ensuring they get maximum value from our platform.

• Provide outstanding customer service to maintain satisfaction and retention.

• Conduct regular customer check-ins, including on-site visits.

• Educate customers about new features and product upgrades.

• Handle contract renewals and ensure continued engagement.

• Collaborate with cross-functional teams to advocate for customer needs and drive product improvements.

• Identify and pursue relevant up-sell opportunities that support customer success.

• Keep customers informed about Web Manuals events and engagement opportunities.

• Drive and manage community initiatives.

• Gather and analyze customer data to support delivery quality, Customer Success strategy, and business development.

• Manage stakeholder relationships, engaging with operational contacts and senior decision-makers where appropriate to ensure alignment and build long-term trust.

• Report Customer Success activities and contribute to internal reports, projects, and initiatives.

• Host local training to ensure global process alignment.
  

What we're looking for

• A bachelors degree within a relevant area.

• Professional experience from a customer success role.

• Proven ability to lead customer-facing initiatives and drive adoption.

• Skilled in managing long-term customer relationships and increasing customer engagement.

• Organized, accountable, and comfortable working in a fast-paced environment.

• High level of initiative and ownership.

• Experience from SaaS, aviation and/or IT industry is considered a big plus.
  

Other information

• Start date: ASAP

• Employment type: Full-time

• Work location: GPT Space&Co Darling Park, 201 Sussex St

• Recruitment process: We utilize the Predictive Index (PI) assessment tool to promote fair and unbiased hiring, ensuring a great fit between your strengths and our company culture.

• Curious about life at Web Manuals? Check out our About us page and follow us on Instagram for a behind-the-scenes look at our culture and team!