Triple Whale is hiring a
Customer Success Manager

Summary

The job description is for a Customer Success Manager position at Triple Whale, a leader in business intelligence for e-commerce. The role is initially remote and long-term may develop into a hybrid based role in Melbourne, Australia. The CSM will focus on supporting ecommerce stores and agency clients, own customer relationships, provide consultative advice, collaborate with other teams, and lead discussions with clients to identify new product requirements.

Requirements

• Previous customer service experience in the ecomm space is a MUST
• Ability to thrive in a dynamic, fast paced startup environment
• Superb written and verbal communication skills
• Quick learner
• Flexible, embraces change and new responsibilities
• Excellent computer skills and tech savvy
• Service-oriented, passionate about providing top notch service to our clients
• Detail-oriented, capable of handling multiple responsibilities at once
• Positive attitude, empathy, and high energy Loves working on a team

Responsibilities

• Take ownership of relationships with Enterprise clients and lead their program strategy in a consultative and data-driven fashion
• Advise on marketing strategy, best practices, and feature functionality for customers
• Collaborate with Sales, Solutions Architects, and Support to provide maximum value for clients while retaining and growing revenue for Triple Whale
• Understand customers’ goals, and implement tailored success plans
• Drive executive level relationships, identify opportunities to expand the clients suite of Triple Whale products, and gain the confidence of clients throughout the entire lifecycle of the account
• Work independently to deliver a ‘consultant’ perspective in all client interactions - creating customized success plans based on customers goals and challenges
• Develop and maintain a deep understanding of our products and the broader marketing landscape - staying up to date on industry trends and best practices
• Lead and present at client meetings, both in-person and over video conference
• Analyze customer usage to form accurate forecasts, have complete visibility into renewal pipeline, identify, clearly communicate, and manage risk throughout the year through proactive touch points and take the lead in developing resolution strategies
• Lead discussions with clients to probe what new products they are interested in and what integrations they might need, and translate customer feedback into specific product requirements
• Contribute to the continued development and improvement of the Triple Whale Customer experience

Preferred Qualifications

Previous experience from a SaaS environment is highly preferred

Benefits

Salary range is $100,000 to $115,000 Australian Dollars