Customer Success Manager - SAAS

We are working alongside one of our fast-growing clients, a software startup, revolutionising the facilities management industry with innovative, industry-first solutions.

We are looking for a Customer Success Manager who will play a pivotal role in helping customers succeed with their software, ensuring seamless implementation & onboarding, support, and ongoing satisfaction. We'd love to hear from you if you are passionate about technology, customer success, and working in a dynamic team!

What you will be responsible for:

Client Onboarding & Training:

• Leading onboarding and implementation for new customers including needs assessment and delivery of online or in-person training.
• Some interstate travel for on-site training may be required to ensure customers are fully equipped with the knowledge and tools to succeed from day one.

Collaborate with Internal Teams:

• Work closely with the product and engineering teams to escalate and resolve client concerns. Facilitate open communication to align client feedback and product improvements/features
• Proactively engage with clients post-onboarding, driving ongoing success through regular check-ins, updates, and training on new features.

Client Support & Issue Resolution:

• Manage customer inquiries through live chat, emails, and phone calls
• Take complete ownership of customer-reported issues, assist in diagnosing problems, and follow up to ensure timely resolution.
• Work with the Head of Customer Success and the broader team to identify process improvements that enhance the onboarding and customer service experience.

Knowledge Base Development:

• Support client self-resolution, create and maintain
• technical documentation, such as knowledge base articles and troubleshooting guides.

Product Updates & Communication:

• Partner with the marketing team to ensure customers are well-informed about new features, product updates, and improvements through webinars, newsletters, and training materials.

Requirements

Minimum of three years of experience in Customer Success, Account Management , Customer Service or a similar customer facing role.

Key Skills and Qualifications:

● Exceptional verbal, written, and presentation skills, able to explain technical matters clearly to a non-technical audience.

● Quick learner, capable of mastering and translating new technologies into practical customer solutions.

● Strong interpersonal communication skills, with the ability to build genuine, lasting relationships with clients.

● Self-directed, resourceful, and able to work effectively in a cross-functional team environment.

● Proven ability to analyse and troubleshoot issues, with a solid understanding of requirement analysis and problem-solving.

Nice to Have:

● Experience with in-person/online group training.

● Familiarity with SaaS business models, technologies, and related applications.

● Experience with Google Workspace, ClickUp, FreshDesk, or similar tools.

Benefits

● Full-time permanent role with a flexible, hybrid work arrangement (2 days in office).

● Ongoing professional development and training opportunities.

● Career growth in a fast-evolving tech startup.

● Collaborative and supportive team environment.