Customer Success Manager - SAAS

We are working alongside one of our fast-growing clients, a software startup, revolutionising the facilities management industry with innovative, industry-first solutions.

We are looking for a Customer Success Manager who will play a pivotal role in helping customers succeed with their software, ensuring seamless implementation & onboarding, support, and ongoing satisfaction. We'd love to hear from you if you are passionate about technology, customer success, and working in a dynamic team!

Client Onboarding & Training:

• Leading onboarding and implementation for new customers including needs assessment and delivery of online or in-person training.
• Some interstate travel for on‑site training may be required to ensure customers are fully equipped with the knowledge and tools to succeed from day one.

Collaborate with Internal Teams:

• Work closely with the product and engineering teams to escalate and resolve client concerns. Facilitate open communication to align client feedback and product improvements/features.
• Proactively engage with clients post‑onboarding, driving ongoing success through regular check‑ins, updates, and training on new features.

Client Support & Issue Resolution:

• Manage customer inquiries through live chat, emails, and phone calls.
• Take complete ownership of customer‑reported issues, assist in diagnosing problems, and follow up to ensure timely resolution.
• Work with the Head of Customer Success and the broader team to identify process improvements that enhance the onboarding and customer service experience.

Knowledge Base Development:

• Support client self‑resolution, create and maintain technical documentation, such as knowledge base articles and troubleshooting guides.

Product Updates & Communication:

• Partner with the marketing team to ensure customers are well‑informed about new features, product updates, and improvements through webinars, newsletters, and training materials.

Minimum of three years of experience in Customer Success, Account Management, Customer Service or a similar customer facing role.

• Exceptional verbal, written, and presentation skills, able to explain technical matters clearly to a non-technical audience.
• Quick learner, capable of mastering and translating new technologies into practical customer solutions.
• Strong interpersonal communication skills, with the ability to build genuine, lasting relationships with clients.
• Self‑directed, resourceful, and able to work effectively in a cross‑functional team environment.
• Proven ability to analyse and troubleshoot issues, with a solid understanding of requirement analysis and problem‑solving.

• Experience with in‑person/online group training.
• Familiarity with SaaS business models, technologies, and related applications.
• Experience with Google Workspace, Click Up, Fresh Desk, or similar tools.
• Full‑time permanent role with a flexible, hybrid work arrangement (2 days in office).
• Ongoing professional development and training opportunities.
• Career growth in a fast‑evolving tech startup.
• Collaborative and supportive team environment.