Customer Success Manager- SaaS

  • Location
    Sydney, New South Wales
  • Contract Type
  • Posted
  • Industry
  • Expiry Date

My client is a global SaaS organisation who provide a cutting edge SaaS platform for Business Intelligence and Market Research. A game changing platform that is being used by clients around the globe

They are continuing to grow the Sydney office and are now looking to recruit a Customer Success Executive to look after existing accounts

The Role:

The Customer Success team works closely with customers to understand their business goals and cooperate/coordinate with internal departments (Sales, Development, Product, Marketing, Finance, etc.) to ensure that they are providing superb technology, tools, products and services so our customers can achieve their goals.

You will be allocated a number of clients and you would be their main point of contact: both to train them on our platform and solutions

Role Purpose & Responsibilities:

  • Helping clients get the most out of the platform and products
  • Responding quickly to customer support requests and incoming bid requests, helping users to “self-serve”, understand the benefits of using the platform, and unlock the benefits of doing so
  • Being proactive at identifying potential problems early and supporting the customer to overcome issues
  • Being an expert in the application of our products
  • Retaining and growing existing accounts
  • Be a trusted advisor to the customer and build long lasting relationships
  • Helping customers to optimise their projects and delivering project success
  • Perform consistently and successfully across KPI’s and measures of sales metrics, delivery/operational metrics, and customer satisfaction metrics

Role Requirements:

  • Previous experience successfully performing in an customer success, account management or project delivery roles is beneficial
  • Proven success at structured account management and quality service an advantage
  • Highly personable, strong relationship builder with a proactive customer focus
  • Excellent analytical skills, process orientated and strong attention to detail
  • Can-do attitude and results driven
  • Ability to reprioritise tasks and be agile in your approach, make decisions, and flexibility to adjust to changing demands of the role and business
  • Excellent written and verbal communication skills and presentation skills

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