Customer Success Manager

Help customers achieve more with technology that makes a difference.
We're looking for a Customer Success Manager who is passionate about building long-term customer relationships and helping organisations realise the full value of our SaaS platform. You'll become a trusted advisor to your customers, ensuring they successfully adopt our solutions, achieve their business goals, and continue to grow with us.
As the primary point of contact for a portfolio of customers, you'll work closely with them throughout their journey from onboarding to ongoing success, renewals and strategic account growth.
Due to continued national growth, we are expanding our team and looking to add multiple Relationship Managers to our Canberra-based operation.
The Role
Manage a portfolio of customer accounts and develop trusted, long-term relationships.Drive product adoption by helping customers maximise the value of our platform.Conduct regular customer success reviews and develop action plans to achieve customer objectives.Monitor customer health, identify potential risks and proactively reduce churn.Work closely with Sales, Product and Support teams to advocate for customer needs.Identify opportunities for account growth, upselling and cross-selling where they deliver genuine customer value.Maintain accurate customer records, success plans and engagement activities within the CRM.Contribute to customer education through webinars, knowledge base articles and product resources.
About You
To be successful in this role, you will ideally have:
3+ years' experience in Customer Success, Account Management, SaaS Consulting or a similar client-facing role.Excellent communication and relationship-building skills.A proactive, customer-first approach with strong problem-solving ability.Confidence presenting software demonstrations and delivering customer training.Excellent organisational and time management skills.Experience using CRM platforms such as Zoho CRM, HubSpot or Salesforce.Experience with Customer Success platforms is desirable but not essential.A genuine passion for helping customers achieve outstanding outcomes.
Why Join Us?
We pride ourselves in upholding a respectful and supportive environment; if there's something you need to get your work done, we'll get it for youGrowth opportunitiesRegular professional developmentA strong emphasis on work/life balance including weekly and monthly office social activitiesOffice conveniently located near the light rail
Prior to commencement successful candidates will be required to:
Undergo a pre-employment National Police Check.Supply copies of all educational qualifications
OUR TEAM & CULTURE
We're customer focused: Everything we do, we do to make things better for our customers. We innovate and continuously improve. Better products. Better service. More Value.
We're here to win: We lead in a market that never stops moving. We have the courage to commit, to make tough decisions and when we need to we turn on a dime.
We love this stuff: We hire smart, fun, talented people who want to make a difference.
We've got each other's backs: We value honesty, appreciate diversity and insist on respect. We're here for each other. Every day. We win as a team with a shared spirit of optimism.
We're owners and we act like it: We take initiative, act with urgency and are accountable for results. We're all engaged.
Integrity is non-negotiable: Our customers, suppliers, partners, stakeholders, communities and competitors can all trust us to do the right thing. No exceptions.This is a great opportunity to join a leading provider of Risk Management Software and be at the forefront of innovation in the industry.
The key to your success will be your ability to build strong relationships at all levels, combined with a high degree of self-motivation, commitment and initiative.
This is a fulltime, in the office role based in our Turner Office.
Note that only short-listed candidates will be contacted.