Customer Success Manager

Latitude IT

Great opportunity for a Customer Success Manager to work for a successful UK-based HR tech Startup that has recently expanded in Australia.

Marketing & Automation Lead 
CSM - Customer Success Manager 

Automation | SaaS | HR Tech
CBD

Company

Our client is a successful HR tech Startup in the UK and European market and has recently landed here in AU and is rapidly growing their team. They are currently looking for a Customer Success Manager to join and be part of their APAC growth journey and contribute to their success in the Australian market.

Role

This role will focus on Automation and Customer Success.  You will be pivotal in helping shape and define the automation across CS and be influential on the tools used to help streamline the process.

You will be working for a SaaS company that has had an enormous influx of new customers, of which you will need help put together the following:

- a strategy to ensure they have a seamless onboarding experience,
- create a customer health score system and look at other triggers that will allow automation to work across the lifecycle of a customer
- you will also be responsible for implementing and supporting customers in the onboarding and ongoing use of the product,
- ensuring training to all users and resolving any issues that may arise from using the product.

Responsibilities
  • Own the Strategy and delivery of Automation tools across the customer success lifecycle.
  • Work with existing and new Automation products (think Zapier, MailChimp, Chrunzero, Hubspot, Salesforce)
  • Own the customer success function, drive value realisation and business growth
  • Review processes, systems and technology to increase the customer success operations
  • Coordinate and deliver successful implementation and onboarding programs for new customers on the product
  • Build a strong relationship with clients, identify and understand customer needs to ensure optimal alignment with our technology and services
  • Collaborate  with the sales team and conduct business reviews to identify opportunities for growth within existing accounts
  • Initiating and managing service renewal including contract drafting/negotiation/sign-off and coordinating the implementation
You
  • Created Automated environments in previous SaaS start-up companies
  • You have worked across various Automation tools - e.g. Zapier, MailChimp, Chrunzero, Hubspot, Salesforce, etc..
  • Sales, growth and metrics-driven
  • Have strong communication, tech and organisation skills
  • Great customer and stakeholder management skills
  • Experience in managing a portfolio of accounts (preferably within a SaaS environment)
  • Ideally from industries in SaaS, marketing, media sales, real estate sales, Tech Companies where Customers are hight but the CSM team is small
  • Think smart!
What’s in it for you?
  • Ability to design and build and Automation Process for CS 
  • Commission/Bonus
  • Young & Diverse business looking to grow
  • Existing Clients that will be handed over to you (as part of your target)
  • Internal Incentives
  • Free Drinks/Snacks/Fruit
  • Team Building days/Social Events/L&D
  • A chance to work in the UK office
  • A well-funded company which already has a global presence
For immediate consideration click on APPLY NOW

For more information, contact Karen Tequil at karen.tequil@latitudeit.com.au

or call on:
02 8073 4662