Customer Success Manager
vor 4 Wochen
Business/Systems Analysts (Information & Communication Technology)Full timeZudello is an innovative SaaS product that empowers businesses with procurement and AP automation, driving efficiency, compliance, and smooth workflows. Our dynamic and passionate team is committed to creating transformative solutions that make accounting seamless and hassle-free. With a collaborative spirit and design-driven approach, we're based in vibrant Brisbane, Australia.Role OverviewAs a Customer Success Manager at Zudello, you will be instrumental in ensuring our clients achieve their business goals through our platform. Reporting to the Customer Success Team Lead, your mission will be to foster strong customer relationships, optimise user adoption, and help maximise the value clients derive from Zudello's solutions. Your focus will also be on exploring opportunities for growth and ensuring clients benefit fully from the Zudello product suite.ResponsibilitiesClient Relationship ManagementBe the primary point of contact for a portfolio of clients, nurturing strong, trusted relationships to ensure ongoing engagement.Conduct regular check-ins and business reviews to assess satisfaction, address challenges, and offer insights on best practices.Develop and execute tailored success plans to deliver measurable business value, ensuring renewal and identifying upsell opportunities.Onboarding and TrainingGuide clients through onboarding for a smooth and successful start with Zudello.Deliver training sessions online or in-person to help client teams adopt best practices and derive value from the platform.Customise onboarding and training based on client needs and team dynamics.Customer Advocacy and EngagementAdvocate for clients internally, collaborating with product, engineering, and sales teams to share feedback and drive improvements.Build a client community, encouraging peer engagement and knowledge sharing.Monitor client engagement to identify risks and proactively implement strategies to enhance adoption and prevent churn.Growth InitiativesIdentify opportunities for cross-selling and upselling, collaborating with the sales team to expand client use of Zudello products.Initiate discussions around how additional Zudello features can address evolving business needs.Contribute to business growth by meeting or exceeding revenue targets for cross-sell and upselling.Product Knowledge and ExpertiseStay up-to-date with all Zudello products and industry trends to effectively support clients.Educate clients on new product features, offering best practices for maximum value.Conduct product demos for clients considering additional services, ensuring alignment with client needs.Reporting and AnalyticsTrack and report key metrics, such as product adoption, NPS, and CSAT scores, to drive strategic decision-making and client success.Use data-driven insights during client reviews to highlight areas for improvement and demonstrate product value.Provide updates on account health and engagement to inform strategic discussions.Team Collaboration and Process ImprovementCollaborate with team members to develop customer success best practices and improve operational efficiencies.Share client insights with internal teams to influence product development and enhance service delivery.Participate in training, workshops, and team initiatives to promote a high-performance culture.Key Performance Indicators (KPIs)Client Retention Rate: Maintain a high retention rate within your client portfolio.Cross-Sell/Upsell Targets: Meet or exceed revenue targets for cross-selling and upselling.Customer Satisfaction Scores (CSAT/NPS): Achieve or surpass client satisfaction benchmarks.Product Adoption Rate: Drive increased adoption and utilisation of Zudello products.QualificationsExperience: 3+ years in Customer Success, Account Management, Implementations or similar roles within a SaaS or tech environment, preferably in FinTech, procurement, AP automation, or accounting.Skills: Strong communication, relationship-building, and problem-solving skills with a consultative approach.Application Proficiency: Familiarity with customer success tools, CRMs, and data analytics platforms.Knowledge: Accounting knowledge or experience working with a Fintech SaaS service.Analytical Abilities: Proven ability to leverage data to inform strategic decisions and demonstrate product value.Success FactorsIndustry Experience: Experience in procurement, accounting, or related industries is a plus.Communication Skills: Strong written and verbal communication skills.Conflict Management: Ability to calmly navigate customer challenges and find solutions.Product Knowledge: Expertise in Zudello products, ideally developed through initial support roles.Time Management: Strong task prioritisation and organisational skills.Team Spirit: A team player who supports colleagues and fosters a collaborative environment.Adaptability: Comfortable working in a fast-paced, growing start-up environment.Curiosity: A desire to continuously learn and grow.Join us at Zudello and be part of a team that's redefining procurement and AP automation with innovation and efficiency.
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