Hybrid Account Manager – SaaS

at BlueRock

• Job title: Account Manager – SaaS
• Job type: Full Time
• Experience level: Mid level, Senior
• Salary: Not specified
• Degree requirement: No Education Requirement
• Location requirements: Hybrid, Richmond, Australia

About the role

• Customer Success Manager ensuring seamless implementation and ongoing satisfaction in a fast-growing software startup. Collaborating with clients and internal teams to drive success and engagement.

Responsibilities

• Leading onboarding and implementation for new customers including needs assessment and delivery of online or in-person training.
• Some interstate travel for on-site training may be required to ensure customers are fully equipped with the knowledge and tools to succeed from day one.
• Work closely with the product and engineering teams to escalate and resolve client concerns. Facilitate open communication to align client feedback and product improvements/features.
• Proactively engage with clients post-onboarding, driving ongoing success through regular check-ins, updates, and training on new features.
• Manage customer inquiries through live chat, emails, and phone calls.
• Take complete ownership of customer-reported issues, assist in diagnosing problems, and follow up to ensure timely resolution.
• Work with the Head of Customer Success and the broader team to identify process improvements that enhance the onboarding and customer service experience.
• Support client self-resolution, create and maintain technical documentation, such as knowledge base articles and troubleshooting guides.
• Partner with the marketing team to ensure customers are well-informed about new features, product updates, and improvements through webinars, newsletters, and training materials.

Requirements

• Minimum of three years of experience in Customer Success, Account Management , Customer Service or a similar customer facing role.
• Exceptional verbal, written, and presentation skills, able to explain technical matters clearly to a non-technical audience.
• Quick learner, capable of mastering and translating new technologies into practical customer solutions.
• Strong interpersonal communication skills, with the ability to build genuine, lasting relationships with clients.
• Self-directed, resourceful, and able to work effectively in a cross-functional team environment.
• Proven ability to analyse and troubleshoot issues, with a solid understanding of requirement analysis and problem-solving.
• Nice to Have: Experience with in-person/online group training.
• Familiarity with SaaS business models, technologies, and related applications.
• Experience with Google Workspace, ClickUp, FreshDesk, or similar tools.

Benefits

• ● Full-time permanent role with a flexible, hybrid work arrangement (2 days in office).
• ● Ongoing professional development and training opportunities.
• ● Career growth in a fast-evolving tech startup.
• ● Collaborative and supportive team environment.