Customer Success Manager

April 24

Employment Hero

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Work easy. The smarter way to manage people, payroll and productivity.

HR Software • Employee Benefits • HR System on Cloud • HR Platfrom • HR System

501 - 1000

💰 Series F on 2022-02

Description

• Act as the primary point of contact for assigned clients, building strong relationships and understanding their business needs and goals. • Collaborate with clients to develop and execute tailored success plans, ensuring they achieve their desired outcomes and maximise product adoption and value of the Employment Hero offerings • Provide proactive guidance and recommendations to clients on best practices, product features, and strategies to optimise their usage of our platform. • Conduct regular check-ins and business reviews to assess client progress, address any challenges, and identify opportunities for expansion. • Serve as a problem solver and advocate for clients, addressing any technical issues, concerns, or questions promptly and effectively. • Collaborate with cross-functional teams, including Sales, Product, and other CX teams, to ensure a seamless customer experience and successful resolution of client needs • Monitor and analyse client usage data and metrics to identify trends, proactively address potential issues, and provide data-driven insights to clients. • Identify opportunities for upselling and cross-selling additional products or services that align with client needs and objectives. • Champion customer feedback and insights internally, contributing to product enhancements and improvements based on client input. • Stay up-to-date with industry trends and best practices in SaaS, customer success, and related fields to continually provide value to clients.

Requirements

• Bachelor’s degree or equivalent work experience with a minimum of 2-3 years in Customer Success Management or account management, including some exposure to enablement, training, coaching, and development roles. • Familiarity and usage of Customer Success tools such as Asana, G Suite, Salesforce, Zendesk, and Confluence, either as a user or with some administrative experience. • Strong interpersonal, communication and presentation skills, with a willingness to learn and grow. • Strong ability to build rapport, trust, and credibility with clients at all levels of an organisation and execute under deadlines with guidance where necessary. • Experience collaborating with global teams is a plus, preferably in a SaaS organisation. • Excellent problem-solving and critical-thinking abilities, with a proactive approach to identifying and addressing client needs. • Proficiency in analysing data and translating insights into actionable recommendations. • Self-motivated, adaptable, and able to thrive in a fast-paced and evolving environment.

Benefits

• Remote-first and flexible working arrangements • A generous budget to spend on setting up your home office (if you need a desk, chair, or screen? We've got you covered!) • We set you up for success with the latest and greatest hardware, tools and tech • Learning and development (including an external study policy, live monthly professional development classrooms, and premium online learning content!) • Reward and recognition programs - because great work should be recognised and rewarded • Including Lightning Award for delivering quality work at speed and Values Champion Awards • Swag app cashback offers and discounts on hundreds of your favourite brands and products • Self, health, wealth and happiness programs • Social events and team celebrations • Employee Share Option Program: be an owner of Employment Hero • Annual Global Gathering to get to know your global colleagues - so far we've been to Thailand, Vietnam and are excited to meet in Bali in September 2024