Customer Success Manager

Summary

Join Atomi, an EdTech company, as a Customer Success Manager (CSM). You will be responsible for ensuring successful school-wide Atomi deployments, coaching teachers on Atomi's methodology, and developing change management strategies. The role involves building relationships with key stakeholders, using data analysis to manage customer activation, and collaborating with internal teams. You will also contribute to content marketing, present at conferences, and help improve the customer success team's processes. Atomi offers a flexible work environment, generous leave, location independence, growth opportunities, and comprehensive wellbeing benefits.

Requirements

• Proven experience in account management or customer success, with a demonstrated ability to negotiate beneficial commercial outcomes
• Strong track record of exceeding performance targets
• Effective partnership with internal teams to achieve business goals
• Excellent communication skills, capable of conveying complex concepts succinctly
• A commitment to continuous improvement and a questioning mindset
• Strong relational skills, with the ability to develop trust and credibility with stakeholders
• Familiarity with CRM systems, preferably HubSpot
• All applicants must hold Australian working rights and a valid Working With Children Check (WWCC) status

Responsibilities

• Deliver the perfect blend of energy, enthusiasm and professionalism to make every customer experience special
• Conduct workshops, webinars, training sessions and attend onsite meetings, building personal and productive relationships with key stakeholders
• Use data, analysis and insights to proactively manage customer activation and address at risk customer groups
• Coach customers to be product experts and train their teams on Atomi best practices so they become increasingly self sufficient
• Partner closely with Atomi’s Sales team to improve the customer experience, drive referral sales and help them be more effective
• Work collaboratively with design, product and engineering teams to help translate customer challenges into new products and solutions
• Improve the way the customer success team works by helping to develop Customer Success assets and methods, and work with product marketing to create new or refine existing onboarding materials
• Help produce compelling customer case studies, working collaboratively with the marketing and community teams to share success stories and build a positive user community

Preferred Qualifications

• Previous experience in a startup or scaleup environment is advantageous
• Experience in the EdTech or education industry is preferred, but not required

Benefits

• Tailored flexibility : Enjoy work-life balance with hours that adapt to your needs, whether for university, family or personal time
• Generous leave : Experience unlimited paid leave options as a permanent team member
• Location Independence : Work from Sydney, interstate or wherever you find inspiration
• Growth and development : Use ongoing opportunities to improve your skills and expand your knowledge
• Holistic wellbeing : Benefit from a comprehensive employee assistance program subscription and additional wellbeing leave, supporting your best self
• Parental support: Enjoy 14 weeks of paid leave for new parents, with additional leave specifically for birthing parents
• Regular social in-person and remote events: Including team sports competitions, trivia nights and themed annual events
• Atomi access : Enjoy free Atomi services for you and your family
• Onsite teams : Our Sydney office is ideally located in a central setting with cafes, shops and public transport nearby