Customer Success Manager
Expert360 is one of Australia's fastest-growing startups, reinventing the way we work. We empower organisations to build, scale and manage flexible, on-demand workforces across tens of thousands of projects with our Freelance Management Software. Not only were we named number 2 in Linkedinâ€™s list of top startups for attracting talent, we were also voted by the Australian Financial Review as one of Australia's most innovative tech startups.
As a business, we believe in every member of our team, and give you the freedom to rise to the challenge. We support you in your passion to grow and develop both as an individual and as part of your sales team. The role: Weâ€™re in the midst of an exciting, continued period of growth, which means we are on the lookout for a Customer Success Manager to nurture and grow the relationships within our Enterprise accounts.
This will see you managing some major accounts within the ASX100 You will build frameworks, processes and define best practice for our Customer Success function from scratch. Thatâ€™s all the way from successful client on-boarding, setting up key metrics for success, through to customer renewals. Youâ€™ll do this in a way that is strategic and hands-on, helping us develop the companyâ€™s Enterprise sales and success approach.
The result? A world-class sales function. Thereâ€™s no better time to be a part of a thriving Australian tech startup, and help us build our business from the ground up. Responsibilities: As the first person in this role, youâ€™ll build the frameworks, processes and define best practices for Customer Success.
Create and maintain a Customer Success Playbook, world-class processes and practices enabling the business to scale globally. Be a critical point of contact for our new customers, at the same time managing a portfolio of existing accounts. Youâ€™ll be responsible for pre-sales support, through to onboarding, integration and partnering with our customers.
Manage customer on-boarding and training. Work closely with an Implementation Manager on roll-out, and a Solutions Architect if there are integration or technical requirements. Increase our net revenue year on year, through deeply understanding your clientsâ€™ needs and our solutions.
Identify areas for growth within existing accounts, working with the sales team to develop these accounts Understand your clientsâ€™ business inside out, identifying key stakeholders within organisations, and having the ability to influence them Deliver quarterly business reviews with senior client stakeholders Take full ownership of the relationship with our client post-sales. You are the point of contact and a trusted advisor to our clients Nurture and manage client account renewal Ideal Experience: 4 years of post-sales experience in B2B SaaS (extra props for HR software experience) Experience setting up Customer Success functions Experience building new processes and procedures for Cus....