Customer Success Manager, SMB
vor 4 Wochen
This is a Customer Success Manager, SMB role with one of the leading companies in AU right now 🔥 -- Darktrace -- with an amazing team. They are continuing to grow rapidly. This is the chance to join right as the 🚀 takes off.
More About the Role at Darktrace 🧐🧐
**Role Overview:** The Customer Success Manager (CSM) will be responsible for managing a portfolio of SMB accounts, building strong relationships with customers, and ensuring they receive exceptional support throughout their journey with us. This role will involve working closely with cross-functional teams, including Sales, Product, and Support, to ensure customer needs are met and exceeded. **Key Responsibilities:** - **Onboarding New Customers**: Guide new customers through the onboarding process, ensuring they understand how to use the product effectively. - **Customer Relationship Management**: Develop and maintain strong relationships with clients to foster loyalty and long-term engagement. - **Customer Advocacy**: Act as the voice of the customer within the company, advocating for their needs and ensuring their feedback is heard. - **Proactive Support:** Monitor customer health metrics and proactively address any issues to prevent churn. - **Upselling and Cross-Selling**: Identify opportunities for upselling and cross-selling additional products or services that could benefit the customer. - **Customer Training and Education**: Provide training sessions and resources to help customers maximise the value of the product - **Performance Tracking: **Track and report on key performance indicators (KPIs) related to customer success, such as customer retention and growth. **Qualifications:** - 2+ years of experience in Customer Success, Account Management, Client Service, Consulting, or a related role, preferably in cybersecurity or technology. - Proven track record of managing and growing customer accounts. - Strong communication, negotiation, and interpersonal skills. - Ability to understand complex technical concepts and translate them into value-driven conversations. - Strong analytical skills and the ability to use data to drive decisions. - Self-motivated, detail-oriented, and able to work independently in a fast-paced environment.
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