Customer Success Manager
vor 3 Wochen
About AskableAskable began in 2017 as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes we'd experienced firsthand. We saw a world full of great ideas bogged down by slow, unresponsive research methods. So, we set out to build a new way—one that makes quality research accessible to everyone, from Fortune 500s to startups hungry for insights.More than just a platform, Askable is a promise to unlock impact at scale.By providing seamless access to high-quality participants and Certified Askable Researchers, we enable teams to scale research on demand, deliver insights faster, and, ultimately, build things that matter.Now with offices in Brisbane, London, and Chicago, we're bringing Askable's research power to teams everywhere, so they can make smarter, user-driven decisions.Our cultureOur culture drives everything we do. We live it, breathe it, and work every day to make Askable a place where people can thrive.We believe work should be fulfilling, exciting, and meaningful. Here, you're not just part of a team. You're part of a community that cares about what they're building and how they're building it.In fact, we take culture so seriously that we wrote a book on it. Our Culture Book guides what we stand for, how we work, and the values that unite us—because nothing beats winning with a team you genuinely love working with.About the roleAs a Customer Usage & Success Manager, you'll be working with a specific set of customers with the goal of giving them a 6-star experience while growing their usage and engagement of our product.You'll use your relationship skills to understand the objectives of your customers and discover opportunities to deliver extra value. In addition, you'll have the opportunity to use the insights you've gained to inform the product roadmap and help evolve Askable's product offerings.What You'll DoBuild and execute strategies to optimise and increase account usage: Listening, strategising and making recommendations are key to the way we build effective client relationships at Askable. Sit alongside your customers and help them create or refine a project to achieve the best outcome.Product Demonstrations and Custom Solutions: Deliver compelling demonstrations to new teams in existing accounts and create custom solutions tailored to unique customer needs.In-person Relationship Building: Conduct regular face-to-face customer meetings, including in Sydney & Melbourne as well as attend UX conferences and meet ups.Performance Tracking and Usage Optimisation: Monitor key account performance, develop strategies to optimise account usage and ensure customers are on the right trajectory for growth.Experience You'll BringTo hit the ground running in this role you'll need at least 2 to 3 years experience working in a relationship-based, customer-facing role such as Customer Success Manager, Account Manager, Partnerships Manager or similar.Skills & Attitude You'll BringExcellent verbal and written communication skills: to build and maintain authentic customer relationships and construct and present effective proposals.Sales awareness: you'll be familiar with KPIs and targets and know how to focus on needle-moving activities during campaigns.Ability to quickly learn and understand our product solutions and features and keep up to date as our offerings evolve.Collaboration: Your team will rely on you and, when needed, you'll rely on them. This includes having the emotional maturity to give and receive constructive feedback to better the team as a whole.Independence & Curiosity: On the flip side, you'll need to manage your own workflow, problem solve roadblocks, proactively ask questions and take responsibility for the goals you set.Growth Mindset: You'll enjoy the idea of a stretch goal and always be looking for opportunities to improve yourself, your team and the business.Technological Proficiency: You'll have the aptitude to learn and leverage technology (including Slack, Hubspot, Google Workspace) to perform as if we're a much larger team.To sum it all up more simply: if you can be collaborative and not afraid to share your thoughts and feedback in an empathetic and constructive manner, then you're more than halfway there. If you embody a "we-before-me" mindset and are always keen to learn, then you're 95% there.Perks and BenefitsWe'd love for you to be pumped about the role itself and believe that perks should just be the icing on the cake (not the driving factor for joining the team). Saying that, here are a few benefits to get you even more excited:Competitive SalaryBonuses for hitting & exceeding targets'Askable Days' – a paid day off, every month (giving you a total of 7 weeks annual leave)A healthy and delicious lunch, every dayPlus more—we'll be happy to chat about all our other perks during the interview processIf you're reading this and are excited but a little scared because you don't think you have it all, research shows that some people (particularly women and those in minority groups) are less likely to apply to a job unless they meet every single criteria.At Askable, we're committed to building diverse teams so we'd encourage you to apply even if your past experience doesn't align perfectly with the requirements.
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