Customer Success Manager

Apparate; Sydney; Hybrid; AUD 90,000 - 140,000; Full time

Job summary

Apparate is seeking a Customer Success Manager in Sydney to own relationships with a portfolio of customers after onboarding. You will drive product adoption, value realization, and renewals while identifying expansion opportunities.

You will conduct business reviews, build success plans, collaborate with sales on references, and advocate for customers internally to reduce churn and grow net revenue.

Qualifications

• 3+ years of customer success or account management.
• Experience with B2B SaaS customers.
• Strong relationship building skills.
• Data-driven approach to customer health.
• Ability to identify and close upsell opportunities.
• Excellent communication and presentation skills.
• Project management capabilities.
• Technical aptitude for our product domain.

Responsibilities

• Own relationships with a portfolio of customers.
• Drive product adoption and value realization.
• Conduct business reviews and success planning.
• Identify and close expansion opportunities.
• Manage renewals and reduce churn.
• Advocate for customers internally.
• Create customer success playbooks.
• Collaborate with sales on customer references.

Skills

Relationship building

Data-driven

Presentation skills

Project management

Technical aptitude

Upsell capabilities

B2B SaaS experience

Communication

Job description

Drive customer adoption, retention, and expansion for your portfolio.

Own customer relationships post-sale and drive value realization. You will work with a portfolio of customers to ensure they achieve their goals with our platform, driving retention and identifying expansion opportunities.

What You Will Do

• Own relationships with a portfolio of customers
• Drive product adoption and value realization
• Conduct business reviews and success planning
• Identify and close expansion opportunities
• Manage renewals and reduce churn
• Advocate for customers internally
• Create customer success playbooks
• Collaborate with sales on customer references

What We Are Looking For

• 3+ years of customer success or account management
• Experience with B2B SaaS customers
• Strong relationship building skills
• Data-driven approach to customer health
• Ability to identify and close upsell opportunities
• Excellent communication and presentation skills
• Project management capabilities
• Technical aptitude for our product domain

Nice to Have

• Experience in sales technology or RevOps space
• Track record of net revenue retention above 100%