Customer Success Manager enhancing client relationships and driving value at a customer - oriented company in Sydney. Focused on onboarding, product usage, and customer insights.
About the role
- Mid-Market Customer Success Manager managing onboarding and retention of SaaS customers in the construction industry. Collaborating closely with clients for effective workflow configuration and problem-solving.
Responsibilities
- Own a portfolio of customers as their primary point of contact
- Onboard new customers and drive successful implementation
- Prescribe recommendations for configuring the platform across various construction use cases
- Monitor account health, identify churn risks, and proactively intervene
- Drive product adoption, retention, and expansion opportunities
- Collaborate cross-functionally with Sales, Product, and Support
Requirements
- Customer-facing commercial experience (Customer Success, Account Management, or similar)
- Strong analytical and problem-solving skills
- High ownership and execution capability
- Excellent communication and stakeholder management
- Ability to manage multiple priorities effectively
- Experience in SaaS or construction technology (Nice to Have)
- Coaching or mentoring experience (Nice to Have)
- Adaptability and flexibility in fast-paced environments (Nice to Have)
Benefits
- Competitive, performance-based remuneration
- Equity options - own a piece of what you’re helping to build
- 20 days paid annual leave, plus sick, carer’s, and compassionate leave
- Parental leave - 16 weeks for primary and 6 weeks for secondary carers (including adoption and stillbirth support)
- Learning & Development - professional growth budget and transparent career plans
- Laptop and home office setup budget
- Flexible work - remote and hybrid options, plus the ability to work from anywhere for several weeks each year
- Community & Connection - weekly catered lunches, global offsites, and “Life Story” sessions
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