Core Customer Success Manager

About the Role

Join our fully remote team as a trusted advisor, owning the entire customer lifecycle from onboarding to long-term partnership to ensure exceptional customer retention and growth.

Responsibilities

• Manage the entire customer journey, fostering long-term partnerships and acting as a trusted advisor on product functionality.
• Set and achieve Success Plans with customers on a regular basis.
• Deliver regular business reviews in partnership with the sales team.
• Monitor customer health proactively to prevent churn and manage escalations effectively.
• Identify and leverage upselling and cross-selling opportunities within your book of business.
• Share critical customer feedback internally to drive continuous improvement in team processes.
• Educate and train customers on optimal product use.

Requirements

• Strong expertise across the entire customer lifecycle, with specific emphasis on retention, churn mitigation, and conducting business reviews.
• Proven track record of growing and developing customer accounts by understanding needs and suggesting targeted solutions.
• Experience successfully implementing Customer Success Plans and goal-setting strategies.
• Extensive knowledge of managing complex implementation/onboarding projects.
• Proven ability to manage a medium-sized book of clients effectively.
• Excellent attention to detail and a strong passion for problem-solving across diverse technical scenarios.
• Deep understanding of various stakeholders within a book of business and how to address them via writing, speaking, and presenting.
• Fluent written and spoken English with well-structured communication skills.

Role Context

• This is a fully remote position, operating within the Australia EST time zone context.
• We thrive on asynchronous work, empowering ownership and proactive action with flexible scheduling.
• You will be responsible for ensuring high-quality service delivery across your assigned customer portfolio.