Customer Success Manager

Think Grow; Sydney; Hybride; AUD 90 000 - 130 000; Plein temps

Avantages offerts par ce poste

Competitive salary

Free in-office lunches

Career growth opportunities

Global team

Training platform

Résumé du poste

Think Grow is seeking a dynamic Customer Success Manager to drive satisfaction, retention, and expansion of the Recruitment SaaS platform from our Sydney-based team. You will build strong client relationships, lead onboarding, and collaborate with sales, product, and marketing to align customer needs with product capabilities.

In this role, you will monitor KPIs, deliver training, and advocate for customer-driven improvements while seeking upsell opportunities.

Qualifications

• 3-5 years of experience in Customer Success, Account Management, or a similar client-facing role in SaaS.
• Proven leadership, management, and communication skills with ability to influence stakeholders.
• Strong understanding of recruitment processes or familiarity with Recruitment SaaS platforms is a plus.
• Able to learn new software quickly and explain complex concepts to non-technical users.
• Data-driven mindset with ability to analyse customer success metrics and derive insights.
• Excellent organisational and problem-solving skills with the ability to prioritise.
• Empathy-focused approach and genuine investment in customer success.

Responsabilités

• Serve as primary contact for a portfolio of customers and ensure smooth onboarding.
• Monitor usage and proactively offer training and recommendations for optimisation.
• Organise and lead regular check-ins and quarterly business reviews (QBRs).
• Collaborate with sales, product, and marketing to align on customer needs.
• Develop and refine customer success strategies, templates, and best practices.
• Partner with sales for seamless hand-offs and with product for feature requests.
• Attend team meetings and contribute to a culture of diversity and continuous learning.
• Monitor market trends and share insights to anticipate customer needs.

Connaissances

Leadership

Communication

Stakeholder engagement

SaaS knowledge

Analytics

Description du poste

Customer Success Manager

We are seeking a dynamic and customer-focused Customer Success Manager to join our rapidly growing team. This role is essential in driving customer satisfaction, retention, and expansion of our Recruitment SaaS platform. If you’re passionate about building long-term relationships with customers, delivering exceptional value, and being a part of an innovative and dedicated team, this is the perfect role for you!

Overview

As a key point of contact for our clients, you will act as both a trusted advisor and a results-driven leader. We value diversity, equity, and inclusion in our workplace and encourage qualified candidates from all walks of life to apply.

Responsibilities

• Build and maintain strong, long-lasting relationships with customers to ensure satisfaction and loyalty.
• Proactively analyse clients’ workflows and challenges to recommend tailored solutions using our Recruitment SaaS platform.
• Act as a customer advocate, collecting feedback and insights to share with internal teams for continuous product improvement.
• Develop and implement customer success strategies focused on client satisfaction, retention, and growth.
• Deliver engaging onboarding and training sessions to new clients, ensuring a seamless transition to our platform.
• Monitor and track key performance indicators (KPIs) for customer success, including retention rates and customer engagement levels.
• Collaborate with sales, product, and marketing teams to align on customer needs and capability development.
• Advocate for customers by anticipating their needs and identifying opportunities for upselling and cross‑selling the platform.
• Generate and present reports on customer health and success metrics to ensure alignment with company goals.
• Ensure timely resolution of customer issues by coordinating with the support team and escalating critical matters as needed.

Qualifications

• Experience: 3-5 years of experience in Customer Success, Account Management, or a similar client‑facing role, preferably in a SaaS environment.
• Skills: Proven leadership, management, and communication skills with the ability to influence and engage stakeholders.
• Strong understanding of recruitment processes or familiarity with Recruitment SaaS platforms is a plus.
• Technical Aptitude: Ability to quickly learn new software and explain complex technical concepts to non‑technical users in an approachable way.
• Data‑driven mindset, with proficiency in analysing customer success metrics and identifying actionable insights.
• Exceptional organisational and problem‑solving skills with the ability to prioritise and manage competing priorities.
• Empathy‑focused approach; genuinely invested in customers’ success and well‑being.

Day‑To‑Day

• Serve as the primary point of contact for a portfolio of customers, ensuring their smooth onboarding and integration into the Recruitment SaaS platform.
• Monitor account usage and proactively reach out to clients to provide assistance, training, and recommendations for optimisation.
• Organise and lead regular check‑in calls and quarterly business reviews (QBRs) with clients.
• Collaborate with internal teams to solve customer inquiries and take on any challenges effectively.
• Develop and fine‑tune customer success strategies, templates, and best practices to maintain high retention rates.
• Partner with sales for seamless hand‑offs and with the product team to advocate for customer feature requests and improvements.
• Actively participate in team meetings and contribute to building a culture of diversity, inclusion, and continuous learning.
• Keep track of market trends and share learned insights to better anticipate customer needs and pain points.

Location

Location - Sydney, NSW (North Sydney) - Hybrid, in office on Monday, Wednesday, and Friday plus additional days as required

Benefits

• Competitive compensation.
• Free in‑office lunches throughout the week.
• Opportunities for growth and advancement.
• Collaborate with an amazing international workforce.
• Develop your skills through our renowned training platform.
• Receive competitive compensation.

EEO/DEI Statement

We are an equal opportunity employer: qualified applicants are considered and treated during employment without regard to race, colour, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

Applicants must hold valid working rights in Australia at the time of application. We are unable to provide visa sponsorship for this role.