Customer Success Manager

SmartRecruiters, Inc.; Richmond (VA); Hybrid; USD 49,000 - 63,000; Full time

Benefits offered by this job

Hybrid/Remote Working

Flexible work arrangements

Competitive benefits

Job summary

carsales is seeking an entry-level Customer Success Manager to drive retention, product adoption and value across a portfolio of Industry & Leisure customers. A background of 2+ years in a customer-focused role within SaaS or technology is ideal, with virtual engagement and strong relationship skills.

You’ll work in a hybrid setup supporting customer success initiatives, with opportunities to collaborate across sales, onboarding and product teams to deliver measurable outcomes.

Qualifications

• Proven experience in a customer success, account management or client services role within a SaaS or technology environment.
• Demonstrated ability to manage a large portfolio of clients with a structured, proactive and organised approach.
• Strong relationship-building skills with the ability to engage confidently with client principals and business owners in a virtual setting.
• Experience delivering client reporting and data-driven insights in a clear and accessible format.
• Comfortable working with customers in a virtual format, with the discipline and self-motivation to manage a high-volume portfolio.
• Excellent written and verbal communication skills, with strong presentation and influencing ability.
• Highly organised with strong attention to detail and the ability to manage multiple priorities simultaneously.

Responsibilities

• Manage a portfolio of Industry & Leisure customers, driving retention, product adoption and long-term customer value.
• Build strong customer relationships through proactive engagement, performance reviews and best-practice guidance to maximise SaaS subscription value.
• Monitor customer health, identify risks and opportunities and implement strategies to improve satisfaction, reduce churn and support growth.
• Partner with State Managers, Account Executives, Onboarding and Advertising teams to deliver a seamless customer experience across the customer lifecycle.
• Manage a high-volume customer portfolio, using strong relationship management and commercial acumen to achieve impactful customer outcomes.

Skills

Customer Success

Account Management

SaaS

Relationship Building

Communication

Tools

CRM

Job description

Are you ready to be a big part of something big?

Atcarsales,we’reallabout makingbuying and sellinga great experience. Since 1997,we’vebeen evolving with the new economy to help people choose how they move today and tomorrow.

When it comes to your career, we want tooffer meaningful opportunities that empower you to make a lasting impact. But for that to happen, we strive to feel small-small enough to stay agile, learn across teams, and connect authentically with each other.

With a vision to be the global leader in online vehicle marketplaces,we’retransforming how people buy and sell across the world. We discovernew ideasand bring them to life. We continue to grow, and we continue to evolve,andwe’renot afraid to take bold steps to get there.

The Industry & Leisure team looks after “anything that isn’t cars”including bikes, boats, caravans, trucks, construction and farm machinery. This role plays a critical part in managing key dealer and OEM client relationships, driving portfolio growth, identifying new opportunities and contributing to the ongoing success of the Industry & Leisure business.

We embrace hybrid workingcombining the flexibility of remote work with the energy and connection of in-person collaboration. Wechampion flexibility and offer a range of policiesand leave options to support your wellbeing.

What’s on offer:

• A place where you can move your career forward, where you’ll be continuously backed to make new ideas happen, and the chance to do work that makes real, significant impact in the world.
• We’re proud to be recognised as one of Australia’s Best Workplaces™ by Great Place to Work®, a Family Friendly Workplace and a WORK180 endorsed employer for women.
• The support of a highly engaged, high-performing team including a leadership team thatyou’ll actually have face time with.
• 24 weeks paid parental leave for primary caregivers, four weeks paid secondary caregivers leave and paid family & fertility planning leave.

Job Description

What you’ll be doing:

This is an excellent entry-level opportunity for someone with 2+ years of experience who is looking to build a successful career in account management and sales. As aCustomer Success Manager you will be responsible for driving customer retention, product adoption, engagement and long-term value across a portfolio of Industry & Leisure customers.

• Manage a portfolio of Industry & Leisure customers, driving retention, product adoption and long-term customer value.
• Build strong customer relationships through proactive engagement, performance reviews and best-practice guidance to maximise SaaS subscription value.
• Monitor customer health, identify risks and opportunitiesand implement strategies to improve satisfaction, reduce churn and support growth.
• Partner with State Managers, Account Executives, Onboarding and Advertising teams to deliver a seamless customer experience across the customer lifecycle.
• Manage a high-volume customer portfolio, using strong relationship management and commercial acumen to achieve impactful customer outcomes.

Qualifications

What we’re looking for:

• Proven experience in a customer success, account management or client services role within a SaaS or technology environment.
• Demonstrated ability to manage a large portfolio of clients with a structured, proactive and organised approach.
• Strong relationship-building skills with the ability to engage confidently with client principals and business owners in a virtual setting.
• Experience delivering client reporting and data-driven insights in a clear and accessible format.
• Comfortable working with customers in a virtual format, with the discipline and self-motivation to manage a high-volume portfolio.
• Excellent written and verbal communication skills, with strong presentation and influencing ability.
• Highly organised with strong attention to detail and the ability to manage multiple priorities simultaneously.

Additional Information

A few other things we want you to know...

• As an equal opportunity employer, carsales welcomes applications from individuals of all backgrounds, identities, abilities, and life experiences. We are committed to fostering a diverse and inclusive workplace where everyone feels valued and supported.
• If you have a disability or require adjustments to participate fully in the recruitment process, please let us know - we’re here to support you.
• We understand the importance of work-life balance and offer flexible working arrangements, including part-time options. If you’d like to explore this, just ask during the process.
• We’re also a proud Circle Back Initiative employer, which means we commit to responding to every applicant.
• Successful candidates joining the carsales team will need to complete a National Police Record check and must have full-time Australian working rights.