Customer Success Manager - SaaS
Customer Success Manager - SaaS
Employer Active
Job Alert
You will be updated with latest job alerts via email
Share
Job Alert
You will be updated with latest job alerts via email
Job Description
Were looking for a Customer Success Manager (CSM) to join our APAC Customer Success team. Reporting to the Customer Success Director APAC as CSM youre responsible for building strong relationships driving adoption & value realisation and ensuring retention and growth across a portfolio of IntelligenceBank customers. Your performance is measured by customer retention rate net revenue retention revenue expansion and NPS scores.
This hybrid role is based in Melbourne with 23 days per week in the office.
As Customer Success Manager you will:
Develop an indepth understanding of the IntelligenceBank platform and its capabilities
Build and maintain a pipeline of upsell and expansion opportunities within your customer portfolio
Achieve a set target with core performance KPIs that support growth and retention
Become the trusted advisor to a portfolio of IntelligenceBanks customers
Work with customers to define success ensure adoption retention and expansion
Continuously and repeatedly provide value to customers by being a source of best practices and ensuring they get the most value out of the IntelligenceBank platform
Develop and execute on Account/Customer Success plans in keeping with account tier expectations
Regularly engage with each customer on strategic and operations reviews
Keep customers up to date with new and soon to be released features and enhancements most relevant to them
Oversee customers Helpdesk/Support tickets and support if escalation is required
Maintain accurate and up to date notes contacts opportunities and activities against all assigned accounts in Salesforce
Act as a liaison between the customer and the IntelligenceBank product team to represent the customers feedback accurately and advocate for their needs
Identify new ways to improve our internal processes
Qualifications :
This role will ideally suit a strong account manager with extensive enterprise SaaS sales experience. We have a few key requirements so please read on and see if youve got what it takes to be a part of our team:
Demonstrated history of increasing account share of wallet across a diverse customer base
Ability to develop strong customer relationships manage expectations and problemsolve
Ability to present communicate and work effectively with others
Outstanding discovery and listening skills
Strong analytical skills and use of data to help drive adoption uncover opportunities and risk.
Experience with Digital Asset Management (DAM) or Marketing Operations (MOPs) / Project Management software a plus
Experience with Salesforce and other SaaS tools a plus
Understanding of the Marketing process a plus
Additional Information :
Next Steps:
Once youve applied your application will be reviewed by one of our team and youll be updated by phone or email regarding its status.
Our application process includes phone screening face to face interviews covering behavioural and technical questions that address our values as well as the requirements of the role youve applied for and finally references and criminal history checks.
So apply now and we look forward to getting to learn more about you!
Were a 2025 Circle Back Employer & commit to replying to every applicant.
Remote Work :
No
Employment Type :
Fulltime
Employment Type
Full-time
