Customer Success Manager
vor 4 Wochen
1Breadcrumb is a rapidly growing construction tech start-up with an award-winning platform aiming to empower construction site workers. Founded in Melbourne in April 2020, the platform is used in 4 countries and has become the default safety solution in the Australian mid-market. Off the back of this success, we’re expanding the team and looking for our next ambitious individual.
As a Customer Success Manager, you will play a crucial role in ensuring our customers achieve their desired outcomes while using our software. You will be responsible for managing customer relationships, driving adoption, and ensuring customer satisfaction and retention. This role requires a proactive, customer-centric approach and the ability to work closely with our sales, product, and support teams.
Key Responsibilities- Customer Onboarding: Guide new customers through the onboarding process, ensuring a smooth transition and quick adoption of our software.
- Customer Engagement: Build and maintain strong, long-lasting relationships with customers by understanding their business needs and challenges.
- Customer Training: Conduct training sessions to help customers maximise the value of our software.
- Customer Advocacy: Act as the voice of the customer within the company, providing feedback to the product team to drive continuous improvement.
- Issue Resolution: Proactively address customer issues and concerns, coordinating with the support team to ensure timely resolution.
- Customer Success Plans: Customise and implement success plans to drive customer adoption, satisfaction, and retention.
- Performance Metrics: Monitor and report on key performance indicators, such as customer satisfaction scores, and product usage metrics.
- Renewals and Upsells: Identify opportunities for renewals and upsells, working closely with the Renewals Manager to achieve revenue goals.
- CRM Hygiene: Maintain CRM data integrity for the customers you own.
- Experience: 3+ years of experience in customer success, account management, or a related role, preferably in a SaaS environment.
- Customer-Centric: Strong customer service orientation with a passion for helping customers succeed.
- Communication Skills: Excellent verbal and written communication skills with the ability to adapt to your audience.
- Problem-Solving: Strong analytical and problem-solving skills with the ability to think creatively and strategically.
- Team Player: Ability to work collaboratively across teams.
- Tech-Savvy: Comfortable with technology and able to quickly learn new software and tools.
- Education: Bachelor’s degree in Business, Marketing, or a related field; relevant certifications are a plus.
- Industry Knowledge: Understanding of the construction industry and its unique challenges is a plus.
- Competitive Salary: Attractive compensation package with team-based incentives.
- Career Growth: Be part of a rapidly growing startup with opportunities for career advancement.
- Dynamic Environment: Work in a fast-paced, collaborative, and innovative environment.
- Impact: Make a significant impact on the company’s growth and success.
If you are passionate about customer success and excited about joining a startup that is entering its next phase of growth, we would love to hear from you Please submit your resume and a cover letter detailing your relevant experience.
1Breadcrumb is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.
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