Customer Success Manager (Remote)
Canibuild Au Pty Ltd, Australia
Job Description
About us
Canibuild (www.canibuild.com) helps the residential construction industry automate and improve how construction is sold, designed, and approved.
Work alongside a mix of embedded construction professionals and leading software developers to research and develop cutting edge applications.
Today, we are a growing SaaS startup with a rapid subscriber user base from around the world including United States, Canada, Australia, and New Zealand.
Job Summary
The Customer Success Manager (CSM) is responsible for onboarding new customers, managing and expanding relationship with customers, and driving customer satisfaction, revenue growth and overall success of the customer's buying journey with Canibuild. The CSM is a people manager who will manage a team of Customer Success Specialists.
Job Responsibilities
- Overseeing the daily activities of the customer success team and ensuring that team members are meeting performance metrics
- Coaching and mentoring CSS to help them develop their skills and grow in their roles. This includes providing regular feedback, creating development plans, and offering support when needed
- Manage CSS's performance, including setting performance metrics, tracking progress, and addressing performance issues
- Responsible for meeting revenue expansion goals by setting targets, developing strategies for upsell and cross-sell and tracking revenue expansion metrics
- Ensure customer retention by setting clear goals, coaching and supporting CSSs, monitoring customer health, developing retention strategies, and measuring and reporting results
- CSM must work closely with other departments in the company, such as sales, marketing, and product development, to ensure that the customer success team is aligned with the company's goals and objectives
- Work with CSSs to develop and implement strategies to improve customer satisfaction, increase customer retention, and drive growth
- Analyse customer data and performance metrics to identify areas for improvement and optimise the customer experience. They may also be responsible for reporting on team performance and customer feedback to senior management
- Responsible for hiring and onboarding new CSSs. This includes creating job descriptions, conducting interviews, and creating onboarding plans to ensure new hires are set up for success
- Keep abreast about the property technology industry, market trends, and competitive landscape, leveraging this knowledge to provide strategic guidance to clients
Requirements
- Bachelor's degree
- 7 yrs work experience as Account Manager / Customer Success Specialist
- +2 yrs work experience as a manager for Customer Success or Account Management in a SaaS business
- Excellent written and verbal communication skills
- Proven experience in managing a team of Customer Success Specialist
- Possesses and entrepreneurial mindset with the passion to make an impact in a fast-growing start-up
- Willing to work remotely, full-time
Benefits
- Compensation: Annual base salary + Super + Commissions
- Work from home full-time
- Opportunities for growth