Customer Success Account Manager

Summary

Join ShiftCare's growing team as a Customer Success Manager! This full-time, remote position (based in the Philippines, working Australian Eastern Standard Time) focuses on optimizing workflows, analyzing customer support trends, and ensuring exceptional customer experience. You will own client relationships post-onboarding, utilizing data to drive growth and expansion opportunities. Success will be measured by key performance indicators like product usage, net revenue retention, and churn rate. The role requires strong communication, technical skills, and experience in customer success within a SaaS environment. ShiftCare offers a remote-first culture, career advancement opportunities, and professional development programs.

Requirements

• 1-2 years of relevant experience in a related area, such as Customer Success or Account Management
• Minimum of 1-year experience working in a Customer Success role at a SaaS company
• Experience with working with customer data to identify and follow up with customers who are high priority, at-risk or need to grow
• Experience in conducting a EBRs and account reviews
• Empathetic to customer needs, and serve as a trusted adviser
• Be hungry, quick to learn, and quicker to execute
• Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely
• Have a long-term vision of working and growing with a successful start-up and stay with the team for at least 2 to 4 years
• Detail-oriented. Keeping track of notes in our CRM is a must
• Must have a high-speed and stable primary and backup internet connection ( at least 10 Mbps ). Please note that we will require you to submit a document showing a screenshot of your speed test results

Responsibilities

• Be an expert in ShiftCare, so you can guide users and answer their questions
• Keep track of client activity, notes, and next steps clearly inside of HubSpot and ChurnZero
• Maintain a portfolio of clients and conduct regular check-ins in line with set KPIs
• Create content, including webinars, videos, training, check-in articles, documents, email templates, and other resources that make it easier for clients to grasp complex concepts
• Pro-actively analyse customer product usage and evaluate account health
• Translate customer data into appropriate actions
• Coordinate resources to drive feature adoption
• Communicate with clients about new features and product releases
• Effectively communicate customer feedback to ShiftCare Product team
• Cross-department collaboration, including but not limited to Support, Sales, Product, and Marketing
• Escalate issues as needed. Have judgment on what is user error, poor training, bugs in the product, and feature request
• Use data and what you discover from client interactions to identify growth and expansion opportunities
• Work closely with the Operations team to drive growth for clients who want to expand
• Introduce clients to features that are not yet used or newly released
• Work closely with the head of CS to develop and prioritise a list of key and strategic process improvement projects and initiatives for the Customer Success team, aimed at increasing core KPIs, team efficiency, and customer satisfaction
• Champion software and constantly evaluate usage to make sure our customers are fully utilising product features

Preferred Qualifications

• Startup experience of 1 to 3 years
• Knowledge in building out CS processes via platforms such as HubSpot, Intercom, ChurnZero

Benefits

• Fast-track Growth: Experience quick career advancement in our growth-oriented environment, ensuring your potential is recognised and rewarded
• Job Security: Rest easy with stable ownership and meticulous team growth management, building your career on a foundation of stability and forward-thinking
• Professional Development Opportunities: Access various training programs, online courses, workshops, and coaching sessions for continuous professional and personal growth
• Remote Work: Embrace a work-life balance with remote work options, supported by necessary technology and tools for efficient and effective performance