Customer Success Manager managing customer portfolios at preezie. Improving customer experience and retention with a hybrid work model in Australia.
About the role
- Customer Success Manager cultivating customer relationships and ensuring success through ITRS products. Collaborating with teams to enhance customer experience and value.
Responsibilities
- Build relationships with customers as their advocate and trusted advisor
- Translate customer goals into adoption and value strategies using ITRS products
- Monitor and analyse customer health, usage, and adoption to design proactive interventions
- Identify risks to retention and act early to prevent them
- Lead workshops and business reviews to uncover needs, track progress, and align on outcomes
- Capture and share customer feedback to influence product direction
- Partner with internal teams (Support, Professional Services, Product, Account Management) to deliver customer outcomes
- Document engagements and maintain visibility of activity, outcomes and risks
- Contribute to the refinement of Customer Success practices as our function grows
Requirements
- Proven experience in Customer Success or Technical Account Management role is essential
- Proven hands-on exposure to Monitoring and Observability platforms (experience of ITRS solutions is ideal)
- A strong understanding of enterprise-scale environments (financial services experience in particular)
- Shows strong technical curiosity and strategic judgement around Public Cloud and AI, able to shape direction, not just react to it
- Ability to connect technical solutions to business outcomes and value
- Comfortable leading training, workshops, and enablement sessions
- Analytical mindset with experience interpreting usage and health metrics
- Excellent communication skills, able to engage at all levels from engineers to executives
- Organised, proactive, and collaborative, with the confidence to operate independently
Benefits
- Health insurance cover for you and your dependents
- Dental Cover for you and your dependants
- Employer Pension scheme
- Income Protection
- Enhanced parental leave
- Flexible hybrid working
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
Tech skills
Location requirements
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