Customer Success Manager
AustraliaFull-TimeMiddle
Salary not disclosed
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Job Details
- Experience
- 4+ years
- Required Skills
- SalesforceJiraSaaS
Requirements
- 4+ years of professional experience in customer success, account management, or a relevant technical-commercial field.
- Bachelor’s degree or equivalent practical experience; Master’s degree with 2+ years of experience is valued.
- Proven track record of managing a portfolio of enterprise-level SaaS/Cloud solutions with a focus on retention and expansion.
- Deep proficiency in navigating complex SaaS platforms.
- Ability to explain technical AI concepts to non-technical stakeholders.
- Strong understanding of conversational design, customer engagement workflows, or digital transformation trends.
- Experience using tools such as Salesforce, Jira, or Gainsight to manage customer health and data.
- A Growth Mindset: proactive and results-oriented with the ability to identify revenue opportunities while maintaining a customer-first approach.
- Exceptional Communicator: comfortable presenting to stakeholders and translating business needs into actionable technical strategies.
- Collaborative: skilled at working across cross-functional teams to resolve complex issues and influence the product roadmap.
Responsibilities
- Manage and nurture a diverse portfolio of client relationships, ensuring high levels of satisfaction and successful renewal outcomes.
- Drive deep adoption and utilization of the Conversational Cloud by demonstrating features beyond central functionality to help customers achieve specific business results.
- Serve as a subject matter expert, recommending tailored solutions and best practices that align with the client’s industry and digital transformation goals.
- Hold direct responsibility for identifying, qualifying, and closing additional revenue opportunities through upselling and cross-selling related products and services.
- Proactively manage the renewal process to maintain a high retention rate within your assigned account base.
- Act as the primary point of escalation for client issues, coordinating across internal functional areas (Engineering, Product, Support) to ensure timely and effective resolution.
- Monitor account health and proactively intervene when adoption or satisfaction levels signal potential risk.
- Assist in the onboarding of new clients, ensuring a seamless transition and immediate time-to-value.
- Mentor junior team members on best practices for relationship management and technical product navigation.
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