Customer Success Manager

Head of Customer Success Head of Customer Success @ iVvyEvent Tech | SaaS | Customer Success | Events Remote (Sydney, Melbourne, Gold Coast, Brisbane) About iVvy iVvy is a leading SaaS technology provider revolutionizing the Meetings, Incentives, Conferences, and Events (MICE) industry. Our Event Management, Venue Management, and Distribution Solutions empower venues and event planners to streamline operations, enhance customer experiences, and drive revenue growth. We thrive on innovation, collaboration, and delivering real impact to our clients. If you're passionate about enhancing customer experiences, driving product adoption, and building long-term relationships, we want to hear from you About the Role We're looking for a Customer Success Manager who will be responsible for ensuring customer satisfaction, analyzing customer data, retaining customers, building relationships, and capturing upsells on a day-to-day basis. You will serve as the primary point of contact for assigned accounts, understanding their needs, and promoting our products / services to meet their requirements. The ideal candidate is a motivated, detail- and customer-oriented individual with excellent communication skills. Responsibilities Customer Management : Develop and maintain strong relationships with existing clients, understanding their business objectives and ensuring exceptional customer satisfaction and product adoption to drive retention and usage of the product. Revenue Growth : Meet and exceed revenue targets by actively checking in with assigned clients, and identifying opportunities for a shared win. Needs Assessment & Reviews : Conduct comprehensive needs assessments for clients, understanding their pain points and tailoring solutions to address their specific requirements. Retention : Communicate regularly with designated clients to identify flight risks and work to resolve any issues with the support of the broader team to retain the accounts. Ensure health scores are up-to-date for clients. Renewals: Work with accounts to re-contract them for further terms. Evangelists : Communicate with clients regularly to cultivate brand champions, client council members, reference sites and case study candidates. CRM : Ensure all client data in our CRM is kept up-to-date. Product Knowledge : Stay up-to-date with our product offerings, features, and competitive advantages to effectively present and position our solutions to clients. Support : Provide exceptional support addressing any escalations, enquiries or concerns by engaging the appropriate internal team to address, whilst continuing to own the relationship. Reporting : Regularly update and maintain accurate records, reports, and forecasts, providing insights on performance. Requirements Working hours: A willingness to work 7am-3pm as you will be serving international customers. Values : Consistently demonstrate the iVvy values and work effectively and respectfully within iVvy, with clients, with partners, and other parties at all times. Proven Account Manager or Customer Success Experience : Minimum three years of successful experience, preferably in a B2B environment. Relationship Building : Strong interpersonal and relationship-building skills, with the ability to establish rapport and trust with clients and colleagues. Effective Communication : Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and professionally with the ability to navigate challenging situations with diplomacy. Customer-Centric : A customer-oriented approach, focused on understanding and fulfilling client needs to ensure long-term partnerships. Strong problem-solving abilities and a proactive approach to finding solutions. Self-Motivated : Highly motivated, proactive, and results-driven, with the ability to work independently and as part of a team. Demonstrated ability to work independently, manage multiple priorities, and thrive in a fast-paced environment. Industry Knowledge : Familiarity with the industry is a bonus and a strong willingness to learn about our products and industry developments is required. Organisation and Time Management : Strong organisational skills and the ability to prioritise tasks efficiently to meet deadlines. Education & Experience : Minimum of three years experience in a customer-facing role, such as customer success, account management, or sales. Proven track record of managing and growing customer accounts, driving customer satisfaction, and achieving retention targets. Minimum two years experience in Hospitality, Events or Hotels. Bonus: iVvy Experience. Bonus Competitive financial package including a quarterly and annual bonus. 9-day fortnight. Health and wellness allowance. Educational allowance. Ready to make an impact? Apply now and help us shape the future of the events industry Seniority level: Mid-Senior level Employment type: Full-time Industries: Software Development #J-18808-Ljbffr