Manager Customer Success - SMB [B2B SaaS]

Job Description

Thanks for stopping by and learning more about this role at Sitemate! We’d love to hear from you. Brief overview of this role: We’re seeking a Manager to lead our SMB Customer Success Team, reporting directly to the Director of GTM. This is an exciting, first-of-its-kind position in the region, offering the opportunity to shape and develop the role. This role is a great fit if you have a background in Customer Success with experience leading or managing a team. It’s also ideal for someone currently in a Senior Customer Success Manager position who feels ready to take the next step into a leadership role. Employment: Full-time Based: Sydney, Australia OTE Remuneration (Including Super): AUD $140,000 Base: AUS $126,000 (including Super) Commission: $14,000 (including Super) What will I be doing day to day in this role? Works closely with the Director of GTM in the SMB team and leads/coaches a team of 6 SMB CSMs. Acts as primary escalation point for team to the Director, orchestrating resources across the company as appropriate. Acts as the go-to person for the SMB CSMs to facilitate trainings, answer technical questions and support them in their day to day. Leads the creation and development of collaborative content: frameworks, templates, best practices, etc. as needed. Shares responsibility for direction of the SMB CS segment and able to achieve that with minimal direction. Provides exceptional leadership, vision, and support to empower their individual CSMs as well as upholds a strong team culture and sets the tone for the wider team, including difficult coaching conversations; demonstrated success in both balancing strategic goal setting and tactical execution. Shares responsibility with Director of GTM for hiring needs of their team – participating in how best to upskill and scale team and ensure high quality of training and effective oversight of onboarding. Committed to self-guided learning and professional development to support growth in role. Take ownership of a smaller portfolio of SMB customers, as their main point of contact. Prescribe recommendations for configuring our software for a range of use cases in the heavy industries. Monitor customer account health, identify customers at-risk of churn and take proactive steps to address present/upcoming risk. Identify opportunities to upsell our existing customer base, looping in an Account Manager as required. Monitor feature utilisation, and take proactive steps to increase feature adoption and engagement where opportunities exist. Effectively use tools such as Salesforce, Front and Vitally to ensure key client information is captured and shared internally. Respond to incoming NPS survey responses, collect customer feedback and relay insights to our product team. Help resolve support queries and escalate issues to our product team if required. Build long-lasting relationships with customers to increase retention, minimise churn and drive loyalty & advocacy. What will be the biggest challenges for me in this role? You’ll be balancing a portfolio of clients across the customer journey while also managing a Team of Customer Success Managers. You’ll need to be organised with managing your time and strategic in prioritising tasks. Pace - we move quickly and our expectations are high. There's a lot of information to take on in the initial months which could be daunting for some, but for those who like a challenge this role is for you. We have a strong culture based on core values and standard operating procedures; you may need to unlearn a few things from previous experience. #J-18808-Ljbffr