Manager of Customer Success
ShiftCare, Australia
Job Description
Are you passionate about driving customer success and building strong relationships?
Do you have a proven track record in the SaaS Industry, leading customer success teams and ensuring customer satisfaction?
Join ShiftCare, the dynamic and rapidly growing scale-up that is revolutionising the homecare services industry with its innovative product offerings. We're expanding across APAC and North America, and we need a highly motivated and experienced Manager of Customer Success to lead our exceptional team of Customer Success Managers as well as to oversee the onboarding and customer retention initiatives for our most valuable Tier 1 customers.
The Role:
- Oversee and lead a team of customer success managers, providing them with guidance, support, and mentorship to foster exceptional performance and facilitate their professional growth.
- Formulate and execute customer success strategies, objectives, and key performance indicators (KPIs) that are in line with the company's overall goals.
- Provide onboarding, and establish and cultivate robust relationships with key stakeholders within our tier 1 customer base, serving as a reliable advisor and advocate for their success.
- Promote customer adoption, facilitate onboarding processes, and drive user engagement, ensuring the successful implementation and integration of our SaaS solution.
- Proactively identify and address customer needs, challenges, and opportunities, aiming to maximise customer satisfaction and retention.
- Collaborate closely with the sales, product, engineering, and marketing teams to expand product adoption and enhance overall customer experience.
- Collect and analyse customer feedback and data, providing recommendations and insights to drive product enhancements and roadmap decisions
Please note that this role is based in Australia and requires full Australian work rights.
Requirements
- Proven experience in a customer success management role, preferably within the software/technology industry: SaaS
- Solid business acumen, capable of aligning customer objectives with our SaaS product offerings.
- Exceptional communication, interpersonal, and presentation skills.
- Comprehensive knowledge of customer success methodologies, best practices, and metrics.
- Results-oriented, self-motivated, and able to thrive in a fast-paced, dynamic environment.
- Experience in onboarding and training customers on SaaS software products.
- Strong leadership skills with experience managing and developing high-performing teams.
- Experience in setting and managing performance metrics and OKRs.
- Ability to collaborate and communicate effectively with cross-functional teams.
- Demonstrated ability to navigate challenging situations.
- Strong analytical and problem-solving skills, with the ability to identify trends, and analyse data.
- Proactive mindset with a focus on continuous improvement and driving results.
- Proficiency in working with CRM and customer success platforms.
- Health-tech experience would be a plus.
- Bachelor's degree in a relevant field.
Benefits
We care about your well-being and interests, offering:
- Birthdays off: celebrate your special day with a paid day off.
- "Early-mark Fridays": once a month, choose to extend your weekend by leaving your desk earlier on a Friday.
- Regular team and company events: build connections and have fun with quarterly team workshops, team-building sessions, and bi-annual company-wide celebrations.
- Floating public holidays: enjoy time off for preferred holidays, cultural traditions, or personal events.
- Remote work: embrace work-life balance with our remote work option.
- Employee Discount Marketplace: save money and make your hard-earned cash go further with exclusive discounts.
If you are excited about being part of a dynamic team that is making a significant social impact in this industry, we encourage you to apply for this exciting opportunity.