Customer Success Manager responsible for client relationships and growth strategies for HSI products. Focused on account retention and upsell with high value customers in Australia.
About the role
- CRM Marketing Analyst orchestrating end-to-end client communication journeys and managing automated engagement strategies for a HR and financial solutions platform.
Responsibilities
- Design, evolve, and orchestrate end-to-end customer communication journeys, covering onboarding, activation, engagement, and retention;
- Build and optimize multichannel automated flows with a focus on accelerating time to value, increasing product adoption, and strengthening customer relationships;
- Translate product context, customer behavior, and lifecycle moments into CRM strategies, ensuring relevant and well-contextualized communications;
- Lead segmentation and personalization strategy, considering profile, product usage, maturity, and journey stage;
- Analyze the performance of journeys and communications with a business-oriented perspective, identifying opportunities to improve activation, engagement, and retention;
- Propose and run tests (A/B and multivariate) with clear hypotheses and a structured approach to applying learnings;
- Work closely with teams such as Onboarding, Customer Success (CS), Customer Experience (CX), Product, Data, BizOps, and Marketing, ensuring alignment and consistency in the customer experience;
- Manage and evolve the roadmap, prioritizing high-impact initiatives and adapting quickly to new contexts;
- Contribute to the development of customer communication governance to avoid message overlap and improve the experience across the customer journey.
Requirements
- Ability to analyze behavioral and usage data to generate actionable insights;
- Experience with automation tools (e.g., HubSpot, Salesforce, RD Station, or similar);
- Knowledge of base segmentation, lifecycle management, and engagement strategies;
- Intermediate Excel skills (or equivalent for data analysis).
Benefits
- Flash Card (the beloved pink one!) with flexible benefits: meal, groceries, transportation, health, education, culture, and wellness
- Health insurance
- Life insurance
- Extended maternity and paternity leave + childcare allowance
- Birthday day off 🎂
- Hybrid and flexible work model + home office allowance + in-office experiences
- Exclusive partner discounts via the Flash app
- TotalPass
- Pet care benefits through Guapeco
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
Customer Success Manager maintaining strong relationships with HSI's small - medium clients and ensuring product satisfaction. Achieving account growth and renewal objectives in Australia, specifically in Sydney.
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