Customer Success Manager - Melbourne

As a Customer Success Manager (CSM), you will be responsible for managing relationships with Enterprise clients and guiding their program strategy in a consultative and data-driven manner. Your primary role will involve acting as a trusted consultant to clients, advising on marketing strategy, best practices, and product features. You will take full ownership of customer relationships, driving value and ensuring customer success.

A leader in business intelligence for e-commerce, supporting thousands of customers across multiple countries, tracking over $40 billion in online commerce annually. Our culture, rooted in innovation, creativity, and agility, fosters an environment where great ideas thrive. Headquartered in the US, with additional offices in the Middle East, expanding globally with an ambitious vision.

Our client are expanding to Australia and are seeking to hire their first Customer Success Manager (CSM) in Melbourne. This role will begin as fully remote, with the potential to evolve into a hybrid position in the future.

We are specifically looking for a CSM with experience in Customer Success within the e-commerce ecosystem. As a CSM, you will focus on supporting our e-commerce clients and/or agency partners managing these relationships. You’ll be part of a dynamic global team of CSMs who are passionate about helping clients achieve their goals and succeed.

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Key responsibilities include:

• Collaborating with Sales, Solutions Architects, and Support to maximise client value while retaining and expanding revenue.
• Forecasting revenue and renewals.
• Understanding customer objectives and creating tailored success plans to achieve them.
• Building and maintaining executive-level relationships, identifying opportunities to expand the client's use of products.
• Managing the entire account lifecycle, including goal-setting, value delivery, account growth, product adoption, and renewals.
• Working independently to offer a "consultant" perspective, creating customised success plans based on client goals and challenges.
• Staying informed about the product and the broader marketing landscape, including industry trends and best practices.
• Leading and presenting at client meetings, both in-person and via video.
• Analysing customer usage to provide accurate forecasts, maintain full visibility into the renewal pipeline, and proactively manage risks throughout the year.
• Engaging clients in discussions about potential product interests and integration needs, translating feedback into product requirements.
• Contributing to the continuous improvement of the customer experience.

This role demands a strategic, data-driven approach to customer relationships, with a focus on delivering value, driving product adoption, and achieving long-term growth for both the client and the company.

Qualifications:

• Proven experience in customer service within the e-commerce industry is essential, with a strong preference for experience in a SaaS environment.
• Ability to excel in a fast-paced, dynamic startup setting.
• Outstanding written and verbal communication skills.
• Quick to grasp new concepts and skills.
• Adaptable, welcoming change and taking on new responsibilities with ease.
• Strong computer proficiency and tech-savviness.
• Customer-focused, with a passion for delivering exceptional service.
• Highly detail-oriented, able to manage multiple tasks and responsibilities simultaneously.
• A positive attitude, empathy, and high energy.
• Enjoys working collaboratively as part of a team.

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Have you not been reading everything before this point. This is a chance to join a unicorn in the eCommerce space. Being one of the first boots on the ground in Melbourne, Australia.

This is a huge opportunity for someone who is looking to take their career to the next level.

• Excellent basic salary, up to $150,000 AUD plus bonus on top.
• Huge career opportunities for the future.
• Working alongside some of the biggest brands and agencies in the APAC region.
• Be part of a growing eCommerce Tech business, developing into new regions.