Customer Success Manager, SMB

Description

The Customer Success Manager performs a variety of duties such as maintaining ongoing customer relationships and networking, implementing success programs, contributing to sales, minimising churn, analysing complaints, developing new procedures and implementing customer retention campaigns.

The Customer Success Manager for SMB is responsible for managing and maintaining customer relationships in one of our markets. They will be in charge of driving retention and growth across a book of several hundred SMB customers ($5k-150k annual spend), by understanding their business needs and helping them succeed, focusing on articulating the value that Cyncly delivers.

• Drive positive onboarding experience and reduce time to value through close collaboration with Training and Onboarding team to ensure smooth onboarding process.
• Create additional value in the customer relationship such as through activities beyond the solution.
• Prompt upsell and cross-sell of services and products to the customers, collaborate closely with Sales to support pilot customers, renewals, and expansion opportunities. Get involved in presales activities where required
• Be the voice of the customer at Cyncly - share customers’ feedback to the product management team to improve the software.
• Support customers to achieve their objectives by using our solution and help customers to understand the value of our solution.
• Analyse customer data to improve customer experience, monitor and report back to the team leads and managers.
• Develop customer focused processes for ensuring customer success.
• Develop strong relationships within a set portfolio of accounts to ensure they remain happy and loyal customers.
• Help Cyncly to retain the customer for longer to increase profitability, and reduce churn by increasing customer satisfaction. Proactively engage customers at risk, including handling and resolving customer requests and complaints.

Requirements

This role requires flexibility to support customers located in Australia, as well as to cover portions of European working hours.

The Customer Success Manager should engage with customers, maximize value, and create strategies to grow our customer base. They must be personable and analytical, possess strong leadership qualities, have an aptitude for learning and using new software, and be able to communicate clearly and effectively.

• Experience in driving adoption of technology across accounts.
• Project management experience desirable or at least experience in establishing milestones and managing all team members on tasks.
• Excellent verbal and written communication skills, with full professional proficiency in English.
• Must have recent experience in the software industry (Cloud and kitchen/bath experience would be a plus).
• Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services).
• 3+ years’ experience in customer success position.
• Proven understanding of value drivers in recurring revenue business models.
• Experience in managing a diverse portfolio and adapting approach for each client.
• Experience in understanding customers concerns.

Benefits

Here, you’ll join a group of colleagues who take ownership, solve problems, and focus on making an impact. We embrace curiosity, welcome new ideas, and see mistakes as opportunities to learn. You’ll have the freedom to work flexibly and autonomously, supported by teammates and leaders who are committed to your growth.

Training + Development

Interview process

Visa Sponsorship

Security clearance