Customer Success Manager at Flare HR

Customer Experience, Sydney sydney support
Description
Posted a month ago

We are looking for an experienced and ambitious Customer Success Manager to join our growing Customer Experience team!

As a Customer Success Manager, you will deeply understand and care for our customers and their business needs. You will be critical in creating advocacy among our customers and do so by proactively maintaining your relationship with them, resolving their issues, being their evergreen source of knowledge and continuous analysis to learn and relearn your customers, their industries and what matters most to them. 

If you are a go-getter with a proven track record of executing in a fast-paced environment, we have the perfect job for you!

What You’ll Impact Day To Day

  • Understand the customer base by proactively communicating, analysing metrics and gathering additional feedback
  • Partner with Sales, Product, CX and it’s sub-teams to support new and existing customers
  • Collaborate closely with Sales and Customer Experience to support early adopters and expansion opportunities
  • Identify, anticipate and communicate any insights or issues preventing customer success
  • Execution of long-term customer engagement strategy and check-ins, using these to identify how we can unlock upsell and new feature adoption
  • Being up to date in any industry changes and management of these changes to the customer, gaining feedback and insights and sharing it back to the business
  • Using data, build reports on the customer, sharing insights and action items with wider business
  • Develop customer insights and contribute to initiatives which drive renewed engagement 
  • Being the main point of contact between Flare and a number of key accounts

What You Bring To The Table

In addition to being awesome, down to earth, having a great sense of humour, and a strong desire to continually master your craft, you also bring:

  • Proven track record of working in a customer facing role, in a fast-paced environment
  • 3+ years customer success, customer experience or account management experience in a SaaS company
  • Strong analytical skills, with the ability to translate data into actionable insights
  • Clear, concise communicator
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
  • Ability to use your knowledge and client understanding to influence others to achieve the best outcomes for Flare and its customers
  • Proven ability to create processes and structure around new internal Customer Engagement initiatives
  • Comfortable working in a fast-paced, changing environment -- we wear many hats in a dynamic environment
  • Empathy and consideration for all ideas and suggestions when deriving the best solutions and outcomes for clients

About Flare

Flare is a Sydney-based fintech. We build market-leading onboarding, benefits and employee engagement solutions for the workplace, and financial products designed to help Australians live their best financial lives. Over 2500 companies use Flare’s technology to save time, build culture and improve employee retention for their 650,000 workers. Employees can access these solutions through Flare and most leading HR and payroll platforms, and directly through Slate, an innovative workplace financial services brand that helps Australians plan for a secure future