Customer Success Manager

FOSS; City of Melbourne; On-site; AUD 80,000 - 100,000; Full time

Job summary

An innovative software company in the agriculture sector is seeking a Customer Success Manager to enhance customer satisfaction. The ideal candidate will have at least 2 years of experience in the SaaS industry, working closely with customers to ensure successful onboarding and ongoing support. Key responsibilities include collaborating with various teams and tracking customer success metrics. This is a crucial role in delivering value and enhancing customer relationships.

Qualifications

• Minimum 2 years of experience in a customer-facing role in the SaaS industry.
• Proven track record of meeting customer satisfaction and retention targets.
• Ability to work collaboratively and communicate effectively.

Responsibilities

• Onboard and support customers while ensuring their satisfaction and success.
• Collaborate with Sales, Support, Product, and Marketing teams.
• Track key customer success metrics and report on insights.

Skills

Customer retention and expansion

Communication skills

Collaboration with cross-functional teams

Understanding technical products

English proficiency

Japanese language skills

Job description

We are seeking an experienced and dedicated Customer Success Manager to join our team. The ideal candidate will have a minimum 2 years of relevant experience in the SaaS industry and a proven track record of fostering strong customer relationships, driving onboarding, product adoption, and ensuring customer satisfaction.

Responsibilities

Your main responsibility will be as Customer Success Manager working with your own portfolio of customers delivering high quality customer service. You will work out of our office in Mulgrave, Melbourne and will be working closely together with our Sales and Support team. This responsibility includes the following tasks:

• As Customer Success Manager, primary point of contact for customers in your region(s) you will onboard, support and engage with customers, focused on delivering long time value and satisfaction to the customers.
• Collaborate with cross-functional teams, including Sales, Support, Product and Marketing to ensure seamless customer experiences.
• Gather customer feedback and insights to inform product improvements and enhancements while identifying upsell and cross-sell opportunities to maximize customer lifetime value.
• Track and report on key customer success metrics, such as customer satisfaction, retention rates, and expansion opportunities.
• Together with the rest of the team play a pivotal role in developing and scaling the customer success team by sharing your expertise, and contributing to the development of best practices, and assisting in the training and onboarding of new team members.

What we need from you

• Experience as a Customer Success Manager or from a similar customer facing role in the SaaS industry.
• Proven track record of achieving and exceeding customer retention and expansion targets with a focus on customer satisfaction.
• Excellent communication skills and ability to collaborate effectively with cross-functional teams.
• Professional proficiency in English since you will have responsibility for customers across the Pacific region. Japanese language skills will be considered a plus.
• Cooperative mindset ready to go the extra mile for our customers
• Ability to understand technical products or requirements in dialog with our customers

About FOSS Software Services

Food and feed companies are faced with an increasingly challenging circumstances in which to produce and manage their operations in a sustainable way. FOSS Software Services is a division within the FOSS Group operating as a separate entity, that helps food and feed companies across the world to become data driven organizations, improving the way they do business to the benefit of shareholders, stakeholders and consumers.

FOSS is committed to maintaining an inclusive culture and a diverse workforce. You can help us sustain an unbiased recruitment process by not including photo or age in your application.

FOSS helps the world’s 100 biggest food companies and more than 40,000 others around the world navigate exactly that with intelligent, data-driven and innovative analytical solutions. We are making sustainability a better business and we’re doing so as global market leader in our field – improving food quality, minimizing food waste, ensuring food safety, and securing fair payment.

Join a pioneering and innovative company in the food and agriculture industry. A company on a mission, with offices all around the world and 1,700 talented colleagues from more than 32 different countries.