Remote Enterprise SaaS Customer Success Manager

Fortiro; Melbourne, Sydney; Hybride; AUD 110 000 - 150 000; Plein temps

Avantages offerts par ce poste

Flexible remote and in-person options

Résumé du poste

Fortiro, a growing fintech, is hiring a Customer Success Manager to own a portfolio of enterprise and mid-market customers, guiding onboarding, adoption and renewal. You will collaborate with Sales, Product, Implementation and Support to ensure measurable value and long-term growth.

You will drive customer success metrics, conduct business reviews, and help expand account relationships while shaping the customer journey and success framework across the lifecycle.

Qualifications

• 3+ years' experience in a Customer Success or Account Management role, preferably for B2B Enterprise SaaS.
• Strong track record of high NPS, low churn and adoption/NRR.
• Experience using CRM tools to manage customer relationships and pipelines.
• Aptitude for technical solutions and API/UI/integration concepts.

Responsabilités

• Own trusted customer relationships, guiding onboarding, training, implementation and ongoing adoption.
• Develop relationships with key stakeholders and align Fortiro's solution to business objectives.
• Conduct regular business reviews to demonstrate value and drive retention.
• Deliver seamless onboarding with high-level training and cross-functional coordination.
• Monitor usage and metrics to evaluate adoption and identify growth opportunities.
• Assist with renewals, upsell/cross-sell alongside Sales and support customer voice.
• Act as voice of the customer, collecting feedback and informing product improvements.
• Participate in marketing activities such as case studies and customer events.

Connaissances

Customer Success

Account Management

CRM tools

APIs & Integrations

Data-driven

Communication

Analytical thinking

Outils

HubSpot

Description du poste

Fortiro, a growing fintech, is hiring a Customer Success Manager to own a portfolio of enterprise and mid-market customers, guiding onboarding, adoption and renewal. You will collaborate with Sales, Product, Implementation and Support to ensure measurable value and long-term growth.

You will drive customer success metrics, conduct business reviews, and help expand account relationships while shaping the customer journey and success framework across the lifecycle.