Job Description
As the Manager of Customer Success, you will lead and develop a newly-formed Customer Success team, ensuring customers achieve their desired outcomes with an award-winning Online Booking and Property Management Systems.
Your role is essential in driving customer satisfaction, retention, and growth across key accounts in both the AU and US markets.
You will foster strong relationships with clients, manage high-performing teams, and contribute to the company’s overall success.
Key Responsibilities :
- Lead, coach, and develop the Customer Success Account Manager team across US and Australia.
- Optimize existing processes and customer success initiatives.
- Develop and implement customer success strategies aligned with company goals.
- Manage customer retention and proactively improve retention metrics.
- Identify upselling and cross-selling opportunities for products and services.
- Drive product workshops and webinars to increase product uptake.
- Flexibility in working hours to provide service across AU and US clients.
Requirements
- 3-5 years of experience managing customer-facing teams in SaaS organizations.
- 5 years of experience partnering with large corporate accounts with a proven track record of success.
- Demonstrated experience in managing C-Suite customers.
- Proven record of optimizing processes and enhancing customer success initiatives.
- Excellent interpersonal skills for developing and maintaining client relationships.
- Strong organizational and planning skills, with the ability to manage competing priorities and meet deadlines.
- Passion for delivering a positive customer experience.
Benefits
- Unlimited PTO (Paid Time Off).
- Comprehensive healthcare options including Health, Dental, Vision, and Life Insurance.
- 401K with company matching.
- Company-sponsored Life, Short, and Long-term Disability Plan.
- Paid Parental Leave (6-12 weeks).
- Paw-ternity Leave (2 days extra when welcoming a new pet).
- Volunteer Time Off (1 extra day to give back).
- Access to professional development programs such as LinkedIn Learning, Lunch & Learns, and a Mentor Program.
- Various lifestyle and wellbeing benefits including Bucketlist rewards, Bright Breaks, Carrot Fertility, and more.
Requirements
3-5 years of experience managing customer-facing teams in SaaS organizations. 5 years of experience partnering with large corporate accounts with a proven track record of success.
Demonstrated experience in managing C-Suite customers. Proven record of optimizing processes and enhancing customer success initiatives.
Excellent interpersonal skills for developing and maintaining client relationships. Strong organizational and planning skills, with the ability to manage competing priorities and meet deadlines.
Passion for delivering a positive customer experience.
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