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Customer Success Manager managing strategic client relationships for Octadesk's SaaS platform. Focusing on client satisfaction and upselling opportunities while collaborating with internal teams.
About the role
- Own the end-to-end customer onboarding experience, acting as the central point of contact during implementation.
- Build and maintain strong customer relationships to drive retention, upsell, and cross-sell opportunities.
- Serve as liaison between customers and internal teams (Sales, Training, Support) to ensure seamless communication and collaboration.
- Manage multiple customer implementations with attention to detail, timelines, and SLAs.
- Guide customers through Smartly’s software, promoting self-service and ensuring smooth adoption.
- Proactively engage clients via phone, email, and video calls to support onboarding and relationship development.
- Troubleshoot issues, handle objections, and resolve concerns with empathy and efficiency.
- Collaborate with internal teams to deliver tailored solutions and ensure customer success.
- Provide feedback to improve onboarding processes and enhance overall customer experience.
- Support pre-sales activities and contribute to proposal creation as needed.
- Ensure compliance and help clients understand their legal obligations throughout onboarding.
Requirements
- Proven experience in customer relationship and account management, with a minimum of 2 years in service delivery or relationship management roles.
- Exceptional communication and stakeholder management skills, including ability to explain technical, mathematical, and compliance concepts clearly and confidently.
- Strong customer focus, emotional intelligence, and solid business acumen.
- Demonstrated ability to manage multiple projects and a diverse client portfolio simultaneously, thriving under pressure in fast-paced environments.
- Proactive and adaptable, results-oriented, with initiative to make autonomous decisions.
- Familiarity with SaaS, payroll, or software implementation (advantageous).
- Advanced proficiency in MS Office, CRM systems, and other relevant business software.
Benefits
- Competitive salary with commission structure
- Career development and growth opportunities
- Collaborative, supportive team environment
- The chance to make a real difference to NZ businesses through Smartly
- Hybrid workplace
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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