Customer Success Manager

REAL TIME AUSTRALIA; City of Melbourne; Hybrid; AUD 100,000 - 125,000; Full time

Job summary

A leading cloud software provider in Melbourne is seeking a Customer Success Manager for a long-term contract of up to 12 months. You will support customers in achieving successful engagements and develop long-term partnerships to drive value from their investments. This role requires 2+ years of experience in customer success or software sales within a SaaS environment. The position offers flexible hybrid work arrangements and a competitive daily rate of up to $450, plus training and equipment.

Benefits

Training opportunities

Company laptop

Competitive daily rate

Qualifications

• 2+ years of customer success, consulting, or software sales experience.
• Customer facing experience within a SaaS environment.
• Experience with building and analyzing customer data.

Responsibilities

• Support successful customer engagements throughout the lifecycle.
• Develop long term partnerships with customers.
• Monitor adoption and provide recommendations based on business needs.
• Provide forecasts on future customer utilization.

Skills

Customer success expertise

Consulting experience

SaaS experience

Data analysis skills

C-Level engagement

Job description

Long term contract (up to 12+ months) working for a well-recognized Global brand

• Pref local to Melbourne; Should be flexible & open to Hybrid (WFH + WFO)
• Up to $450 / day (incl. super) +trainings +laptop

Make a difference in the lives of customers & work with an award-winning CS Team for one of the most recognized Software companies in the world!

Role : Customer Success Manager

Our client is a Cloud software giant who has consistently ranked as one of the best providers of enterprise software in terms of customer satisfaction & are committed to customer success.

What you get to do in this role

• You will support the achievement successful engagements throughout the customer lifecycle. This is an amazing opportunity for you to participate in & help shape our customers’ journey through leveraging our cloud-based platform.
• Serve as a leading contributor & valued team manager who provides direction, mentoring & thought leadership regarding customer success.
• Develop long term partnerships with our customers to ensure they remain successful by realizing the full value of their investment in the client's Cloud based platform
• Work will be non-routine & situationally complex, involving the management of the ongoing customer requirements.

CSM Responsibilities

• Connecting with the customer’s key stakeholders during the implementation phase.
• Initiating a nurturing cadence based on the customer & advise onproduct best practices, roadmap and release guidance.
• Monitor & identify adoption & utilization trends, provide recommendations based on risk & customers’ business needs
• Become a trusted advisor when aligning the customer w / the Sales team.
• Creating procedures that continuously improve the customer experience.
• Provide forecasts on likely future customer utilization & renewals of Cloud contracts.
• Identify replenishment & renewal risks & collaborate with internal teams to remediate & ensure ongoing replenishment
• Partner with internal stakeholders to align activities with the customers business case and strategy
• Development of reference accounts
• Identifying product expansion & up sell opportunities.

Must-haves

• 2+ years of C ustomer success, consulting, or software sales experience.
• Customer facing experience within a SaaS environment.
• Previous experience working w / Digital Adoption Platforms
• Experience with building, analyzing & interpreting customer data to influence stakeholder decisions.
• Ability to interact with enterprise customer teams at various levels of technical & non-technical depth.
• Experience providing insights, building relationships and driving value to C-Level.
• Experience working w / cross-functional teams (Marketing, Product, Sales, Support, Revenue Ops)