Customer Success Manager (SaaS)

Summary about this job

Detail information about job Customer Success Manager (SaaS). Terms and conditions vacancy

• Self, health, wealth, happiness programs
• Friday drinks in our fancy in-office bar
• Join a rapidly growing Australian HR tech company

Employment Hero is one of the fastest growing Australian tech start-ups, aiming to permanently change the way employment is managed and employees are rewarded.

This role will see you taking ownership of the customer journey driving continuous improvement of the end to end customer experience. You will be have the responsibility for a team of 3 to deliver an exceptional onboarding experience, help customers realise the full value of the platform, increase customer health scores, maximise retention and ensure that they achieve success in their business goals.

You will have the autonomy to make this role your own and drive customer growth and retention, yet can remain 'hands-on' and lead your team from the front. You you will lead by example and construct innovative and strategic methods to motivate and guide your team to drive results.

If you are a natural leader and have prior experience (preferably within a SaaS environment) in building a Customer Success function and are passionate about advising on and overseeing customer growth, training and development then we want to talk with you.

The team will be responsible for identifying and executing data driven strategies to improve and manage the customer lifecycle (onboard, launch and engage), identify engagement strategies, activate new sales, increase CSAT, increase passive/promoters in NPS, increase longevity and prevent churn. This position assists in utilisation of feedback to build a relevant, connected, customer experience across all channels, platforms, and stakeholders.

Your key responsibilities will be to:

• Build and lead a high performing customer success team including all aspects of people management
• Work with Team Leaders and direct reports to maximise cross-sell and up-sell opportunities, lead generation and create a high-performance culture
• Drive efficient on-boarding of new customers from point-of-sale to go-live to ensure adoption

• Reviewing existing customers to identify risk of churn or opportunities for expansion for Sales

• Keep updated on our services and industry knowledge to effectively drive greater customer relationships
• Identify, interpret, and deliver key insights in customer data to thorough routine analysis, reporting services, and client feedback
• Conduct routine meetings with clients to ensure the business is meeting clients' existing and future business needs

Requirements

• At least 3 years experience in a b2b Customer Success role. Previous experience in sales, account management highly regarded.

• Have worked in a fast-growth SaaS / technology company (HR, Payroll, T&A, Fintech industry experience preferred)
• Track record building and managing high performing teams
• Experience in software sales and support and understanding of customer journey through the end to end software sales cycle
• Experience in using Salesforce and Totango will be regarded.
• Track record of owning customer satisfaction metrics, NPS, driving customer surveys and feedback, and making data-driven decisions
• Ability to communicate and influence at all levels and across multiple stakeholders (Marketing, Operations, Product, and Development)

Benefits

• Self, health, wealth, happiness programs
• Friday drinks in our fancy in-office bar
• Flexible working arrangements
• Continuing education / post-graduate assistance program
• Personal training, yoga classes, lunchtime soccer comp
• Access to discounted health insurance plan
• Daily office breakfast and fresh fruit
• Quarterly & yearly team celebrations
• TriBE Employee Benefits Program