Customer Success Manager

The Company

Founded in 2011 this Fintech business is growing at an exponential rate around the world, onboarding 300 staff members in the last 12 months.

Their API cloud-based platform is primarily used in the B2B space, transforming the way businesses transact.

Due to their success and global expansion they are looking for their first Customer Success Manager for their Melbourne office.

The Role

As the Customer Success Manager, you are the face of the organisation and you’ll be responsible for engaging with customers, driving user adoption and satisfaction.

Engaging with customers and building relationships is something that comes naturally to you and you are experienced at fostering meaningful & lasting customer partnerships that keep users engaged.

You will be handed accounts during the pre-sales process and it is your responsibility to onboard these customers, drive usage in the early stages and continuously throughout the contract, and build high customer satisfaction, drive retention whilst seeking avenues for account growth.

Day to day, you will:

• Manage a broad portfolio of SME customers across Australia and New Zealand
• Accountable for managing risk, forecasting accurately and spotting and driving growth opportunities
• Work closely with Sales and Onboarding to run efficient and effective customer handover
• Understand, through consultation how to identify customers pain points
• Create and deliver success plans and success reviews with your customers to optimise their usage of the platform and constantly drive value
• Work closely with the Head of Customer Success to improve processes and being proactive in driving new initiatives
• Work in tandem with the Customer Experience Team to ensure you’re delighting customers, leading to referrals, testimonials and case studies

You should apply if:

• You can demonstrate your experience working in a customer-facing role in either a CSM or Implementation role within a SaaS business
• Enjoys working closely with customers to ensure complete satisfaction and adoption
• You drive value by being curious, consultative and can ask the right questions
• You are commercially astute
• You love working cross-functionally and partnering with other teams on projects and can successfully mobilise them when needed

This role will suit candidates with consulting or previous Customer Success experience, particularly in technology, finance or SaaS.

What’s on offer

• Salary – $90,000 – $100k + super + bonus (dependant upon experience)
• Equity
• Flexible working hours and remote working arrangements (between 1 and 3 days per week in the office for collaboration and teamwork)
• Subsidised home office equipment, workstation assessments
• An active social calendar (You can get involved as much or as little as you wish)

Salt is acting as an Employment Agency in relation to this vacancy.