Data-Driven CSM for SMB SaaS — Retention & Renewals

OnSide Support Coordination

City of Melbourne

On-site

AUD 85,000 - 120,000

Full time

4 days ago

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Benefits offered by this job

Office in Melbourne

Parental leave

Growth opportunities

Job summary

Onside is seeking a Customer Success professional in Melbourne to own revenue retention for a portfolio of SMB customers. You will act on health data to identify risk, lead renewal recovery plans, and ensure successful renewals from day one.

You’ll train customer staff on Onside usage and collaborate with CS, Territory, Onboarding and Support teams to close feedback loops. The role requires travelling to customer sites, a bias for data-driven decisions, and a proactive, steady approach when

Qualifications

B2B SaaS customer success or account management experience.
Track record of keeping customers and protecting renewals.
Comfort working from account health and usage data.
Experience training customers’ teams, in person and online.
Comfort traveling to customer sites.

Responsibilities

Own revenue retention for a portfolio of SMB customers and act on account health signals.
Lead recovery plans when renewals are at risk and ensure renewal success.
Ensure customers’ staff and contractors use Onside effectively from day 90 onward.
Collaborate with Customer Success, Territory, Onboarding and Support teams; relay customer feedback to action owners.