Our fast-growing startup is looking for a passionate, results-oriented individual to join our team as a Customer Success Manager in our Australia office. At ChurnZero, our mission is to create the next great Customer Success platform – and our own Customer Success team sits at the heart of this goal. As a CSM, you will cultivate exceptional experiences and sustained value for ChurnZero customers by acting as their trusted advisor and advocate from point of sale through renewal. Join the award-winning team that proudly supports the highest ranked solution in the Customer Success category on G2 Crowd and Capterra, is G2 Crowd’s 11th Fastest Growing Product in 2020, and has the Highest “TR Score” on Trust Radius. Come be a vital part of our continued success!

Responsibilities

Proactively manage the success of a portfolio of assigned ChurnZero customers to deliver consistent value across the entire lifecycle

Coordinate and deliver basic and advanced training sessions to ensure confidence with the platform and cultivate customer accountability

Advise customers on best practices for designing, implementing, and scaling their Customer Success programs

Consistently demonstrate knowledge of Customer Success best practices, stay up to date on trends in the industry, and operate as a Customer Success advisor for your customers, not only a ChurnZero advisor

Resolve customer issues, alone and through collaboration with other ChurnZero teams; approach all situations with curiosity and creativity. Resolving customer issues can involve troubleshooting and require deep technical knowledge on how certain integrations and other aspects of the system operate.

Build strong customer relationships by maintaining high levels of engagement, adoption, and communication; conduct routine account performance planning and reviews

Become a ChurnZero product expert for your customers and other departments at ChurnZero; occasionally assist on Sales or Marketing calls/webinars as a CSM & ChurnZero expert

Inform the future of the ChurnZero platform through product feedback requests and proposals, both internally and customer-driven

Drive customer advocacy in the form of references, referrals, and case studies

Perform data-driven reviews and analysis on customer portfolio to prioritize opportunity and risk; reliably renew and expand customer contracts, meeting and exceeding personal and team quotas

Actively participate in the evolution of ChurnZero’s own Customer Success programs and processes; insist on excellence in our own Customer Success initiatives

Contribute towards the development of a strong team environment by upholding high work standards

Go the extra mile to ensure our customers are successful!

Qualifications

Undergraduate degree (BA/BS) or equivalent work experience

2+ years’ experience in Account Management or SaaS Customer Success roles

Technical knowledge as it pertains to software integrations. If no direct experience, must be ready and eager to learn these concepts

A verifiable track record of customer retention and growth through passionate customer service

Unrivaled sense of autonomy, ownership, and dedication to helping customers realize their intended value

Energetic and self-motivated; a team player who is also a proactive and creative problem solver

Aptitude for learning software; strong with business applications and data integrations and able to explain complex data relationships in non-technical terms. Must be comfortable with learning at a fast pace and learning on the job.

Ability to manage multiple priorities while maintaining strict attention to details

Strong communication and interpersonal skills, both written and verbal; consistent diplomacy, tact, and poise when working through customer issues and escalations

Working knowledge of Salesforce.com

What we offer:

Competitive base salary plus variable (paid quarterly)

"Remote First" company policy

25 days of holiday leave per calendar year in addition to observance of public holidays that fall on workdays

Defined Contribution Pension of 12% (8% paid by ChurnZero and 4% contributed by you)

Additional benefits to include short-term disability equal to 100% of your base income in the first year of illness and 70% of your base income in the second year of illness, Long-term disability, Accident insurance

Phone reimbursement of EUR 25 per month

Travel reimbursement (up to a maximum distance of 100 km traveled or reimburse the cost of public transport using a monthly or annual travel pass)