Customer Success Manager – Brisbane – Full Time

Summary:

We are seeking a dedicated Customer Success Manager to enhance client satisfaction and drive product adoption. In this role, you will build strong relationships with customers, ensuring they achieve their desired outcomes. Your expertise will help us improve our services and foster long-term partnerships. Join us to make a significant impact on our customers’ success!

Responsibilities:

• Develop and maintain strong relationships with customers to ensure their success and satisfaction.
• Act as the primary point of contact for customer inquiries and issues, providing timely and effective solutions within agreed service level agreements.
• Monitor customer usage and engagement metrics with our products, identifying opportunities for proactive engagement and growth.
• Conduct regular check-ins and business reviews with customers to assess their needs and gather feedback.
• Collaborate with internal teams to enhance product offerings based on customer feedback and market trends.
• Provide training and support to customers to maximise their use of our products and services.
• Track and report on customer success metrics, ensuring alignment with company goals.

Qualifications:

• Bachelor’s degree in Business, Marketing, or a related field.
• Minimum 2-3 years of proven experience in a customer success, account management, or similar client-facing role within the IT industry.
• Strong interpersonal and communication skills, with the ability to build rapport with clients.
• Excellent problem-solving skills and a proactive approach to customer service.
• Ability to analyse data and derive actionable insights to improve customer satisfaction.
• Proficiency with CRM software (e.g., Salesforce, HubSpot) and customer success platforms (e.g., Gainsight, ChurnZero).
• Demonstrated ability to analyse customer data to identify churn risks and upsell opportunities.
• A passion for helping customers achieve their goals and a commitment to their success.