Customer Success Manager

Riskonnect, Inc.; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

A leading company in software development is seeking a Customer Success Manager to enhance client satisfaction and retention. The role involves managing client relationships, implementing improvement plans, and collaborating with various teams to ensure customer success. Ideal candidates should have significant experience in customer-facing roles, strong communication skills, and the ability to build relationships with senior stakeholders.

Qualifications

• 5+ years in a customer-facing role within enterprise software.
• Experience organizing and tracking action items across 20-30 enterprise clients.

Responsibilities

• Ensure good customer health within the client portfolio.
• Manage client renewals and maintain contact with decision-makers.
• Identify upsell and cross-sell opportunities.

Skills

Communication

Analytical mindset

Remote communication

Relationship building

Education

Bachelor’s Degree

Tools

MS Office

Google Suite

Job description

Riskonnect is seeking a Customer Success Manager to maintain a portfolio of clients, ensuring satisfaction, retention, and the realization of the company's value proposition. The successful candidate will manage overall account relationships, possess a general understanding of Riskonnect practices and services, and have credibility within the insurance and business community. The role focuses on client satisfaction, retention, and health.

Primary Responsibilities:

1. Ensure good customer health within the client portfolio.
2. Implement ongoing adoption improvement plans (Onboarding, Web training, Email Campaigns, etc.).
3. Manage client renewals.
4. Maintain regular contact with key decision-makers and schedule stewardship meetings.
5. Coordinate across teams to resolve issues and escalate when necessary.
6. Understand, document, and monitor customer's desired outcomes.
7. Collaborate with Success Consultants on client requests and escalate service issues.
8. Identify client needs and work on developing solutions.
9. Recommend cross-functional improvements to the customer lifecycle.
10. Execute and track corrective action plans for at-risk customers.
11. Identify upsell and cross-sell opportunities.
12. Map customer stakeholders and users to personas.
13. Partner with Account Executives during quarterly reviews to develop growth strategies.
14. Manage feature requests.
15. Maintain knowledge of products/services and industry trends.
16. Travel to client sites as needed.

Your Skills and Experience:

• 5+ years in a customer-facing role within the enterprise software industry.
• Proficiency with MS Office and/or Google Suite.
• Experience organizing and tracking action items across 20-30 enterprise clients.
• Ability to prioritize and execute tasks in a fast-paced environment.
• Strong remote communication skills (phone, email, conference calls, web training).
• Ability to build relationships with senior stakeholders.
• Analytical mindset with the ability to derive insights and recommendations.
• Empathy for customers and focus on value delivery.
• Excellent communication skills, capable of articulating complex ideas.
• Decisiveness and sound judgment.

Preferred Qualifications:

• Bachelor’s Degree (preferred).
• 8+ years of experience or knowledge of the insurance industry/SaaS.

Position Details

• Level: Mid-Senior
• Type: Full-time
• Industry: Software Development