Customer Success Manager

About the role

As a , you will play a role in ensuring our clients achieve their desired outcomes while utilizing our products and services. You will be responsible for building strong relationships with clients, understanding their needs, and guiding them through their journey with Cim. This position requires a proactive approach to problem-solving and a commitment to delivering exceptional customer experiences. You will collaborate closely with various internal teams to ensure that our clients receive the highest level of service and support.

Key facts

What you'll do

• Develop and maintain strong relationships with a portfolio of clients, acting as their primary point of contact and trusted advisor.
• Understand clients' business objectives and challenges, and align Cim's solutions to help them achieve their goals.
• Conduct regular check-ins and business reviews with clients to assess satisfaction levels and identify areas for improvement.
• Collaborate with the sales team to ensure a smooth onboarding process for new clients, providing training and resources as needed.
• Monitor client engagement and usage of Cim's products, proactively identifying opportunities for upselling or cross-selling additional services.
• Work closely with the product team to relay client feedback and advocate for enhancements that improve user experience.
• Develop and implement customer success strategies that drive client retention and reduce churn rates.
• Analyze customer data and metrics to track performance and identify trends, using insights to inform your approach to client management.
• Create and deliver presentations to clients, showcasing best practices and success stories that highlight the value of Cim's offerings.
• Act as a liaison between clients and internal teams, ensuring that client needs are communicated and addressed promptly.
• Participate in customer success initiatives and projects aimed at improving overall service delivery and client satisfaction.
• Stay updated on industry trends and best practices in customer success to continually enhance your skills and knowledge.

Requirements

• Proven experience in a customer success, account management, or related role, preferably within the technology or software industry.
• Strong interpersonal and communication skills, with the ability to build rapport and trust with clients.
• Excellent problem-solving abilities, with a proactive approach to addressing client concerns and challenges.
• Familiarity with customer relationship management (CRM) tools and software, such as Salesforce or HubSpot.
• Ability to analyze data and metrics to drive decision-making and improve customer outcomes.
• Strong organizational skills, with the ability to manage multiple client accounts and priorities simultaneously.
• A customer-centric mindset, with a passion for helping clients succeed and achieve their goals.
• Bachelor's degree in business, marketing, or a related field is preferred.

Nice to have

• Experience in a SaaS (Software as a Service) environment is a plus.
• Knowledge of project management methodologies and tools.
• Familiarity with customer success platforms, such as Gainsight or Totango.
• Previous experience in a role that required cross-functional collaboration.
• Understanding of the Australian market and its unique challenges and opportunities.

Skills & tools

• Proficient in Microsoft Office Suite (Excel, PowerPoint, Word) and Google Workspace.
• Experience with data analysis and visualization tools, such as Tableau or Google Data Studio.
• Strong presentation skills, with the ability to effectively communicate complex information to diverse audiences.
• Familiarity with digital communication tools, such as Slack or Microsoft Teams.

Practical notes

• This position is based in Sydney, New South Wales, and may require occasional travel to meet with clients or attend industry events.
• The role is a fixed-term employment opportunity, with the potential for extension based on performance and business needs.
• Candidates should be prepared to undergo a background check as part of the hiring process.
• Flexibility in working hours may be required to accommodate clients in different time zones.

Join Cim as a Customer Success Manager and be part of a dynamic team dedicated to delivering exceptional service and support to our clients. If you are about customer success and thrive in a fast-paced environment, we encourage you to apply today!