Senior Customer Success Leader - Insurance & Construction SaaS

Loop Logics Co; Melbourne; Sur place; AUD 110 000 - 140 000; Plein temps

Résumé du poste

Loop Logics is seeking a Senior Customer Success Manager to build meaningful client relationships across Australia and New Zealand. You will understand customers’ businesses, help them extract more value from Loop Logics, and ensure sustained growth in usage and satisfaction.

You’ll be the escalation point for complex client matters, coach colleagues, and collaborate with Sales, Product, and Technology to improve delivery models.

Qualifications

• Insurance industry experience in repair/restoration/claims contexts is a strong advantage.
• Proven track record leading client-facing or operational SaaS teams.
• Hands-on experience with implementation, onboarding, training and support.

Responsabilités

• Own the customer journey from onboarding to activation, adoption, retention and expansion with defined processes and playbooks.
• Lead implementations, onboarding and training with confident meetings and software demos.
• Develop scalable success plans and measure adoption and volume targets for each customer.
• Proactively identify under-utilisation and create uplift plans for adoption and revenue growth.
• Manage customer health and intervene to mitigate churn risk.
• Conduct regular customer reviews and solution discussions, surfacing opportunities for expanded usage.
• Serve as escalation point for complex client matters and guide the path forward.
• Collaborate with Sales for smooth handover from signed customer to active success.
• Capture feedback for product and development to shape priorities.
• Coach and support CS and Implementation teams as the group scales.

Connaissances

Insurance experience

Leadership of client-facing teams

Implementation & onboarding

Stakeholder influence

Technical aptitude

Cross-functional collaboration

Degree or equivalent

Coaching & development

Formation

Bachelor's degree or equivalent

Outils

CRM software

Data analysis tools

Description du poste

Loop Logics is seeking a Senior Customer Success Manager to build meaningful client relationships across Australia and New Zealand. You will understand customers’ businesses, help them extract more value from Loop Logics, and ensure sustained growth in usage and satisfaction.

You’ll be the escalation point for complex client matters, coach colleagues, and collaborate with Sales, Product, and Technology to improve delivery models.