Customer Success Manager

Summary

Join ShiftCare, a fast-growing SaaS company, as a Customer Success Manager focused on onboarding. You will manage customer relationships, ensure product satisfaction, and drive retention and expansion. This role requires expertise in product onboarding, customer health monitoring, and cross-functional collaboration. You will need a Bachelor's degree, 2+ years of experience in customer success or a related field within SaaS, and strong communication and problem-solving skills. ShiftCare offers a competitive salary, fast-track growth opportunities, job security, floating public holidays, and an employee discount marketplace.

Requirements

• Hold a Bachelor's degree in business, marketing, or a related field
• Have 2+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business
• Possess outstanding execution and product demonstration abilities
• Demonstrate strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders
• Have experience providing Zoom training sessions to customers with a broad range of technical aptitudes
• Possess excellent problem-solving skills, with the ability to identify and resolve complex issues
• Demonstrate the ability to manage multiple projects and customers simultaneously
• Show familiarity with customer success metrics, and the ability to analyse and interpret data to drive action
• Have experience with CRM and customer engagement software (e.g., HubSpot, Intercom, ChurnZero)
• Have the ability to work independently and remotely, with a strong work ethic and time management skills

Responsibilities

• Develop an in-depth understanding of our product and its features, and work closely with customers to help them maximise the value of our solution
• Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise
• Take ownership of the customer onboarding process, collaborate closely with different stakeholders to understand requirements, and ensure a seamless onboarding experience for our customers
• Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn
• Drive adoption and usage of our product by providing guidance, training, and best practices to our customers
• Ensure SLAs are met and workloads are managed across all allocated onboarding setups
• Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and enhance the company's NPS
• Represent the voice of the customer to internal teams, providing feedback and insights to help drive product and service improvements
• Proactively identify opportunities to upsell and cross-sell our services

Preferred Qualifications

• Have previous experience working with timesheet, payroll, or accounting software
• Possess familiarity with our industry

Benefits

• Competitive salary
• 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
• Floating Public Holidays: Enjoy flexibility to celebrate preferred holidays or personal events with floating public holidays
• Employee Discount Marketplace: Access a wide range of discounted products and services, enhancing your ability to save money and enjoy preferred items