Customer Onboarding: Lead new customers through the onboarding journey, ensuring they reach key implementation milestones.
Account Management: Own a portfolio of customer accounts, ensuring satisfaction, adoption, and long-term retention.
Customer Enablement: Deliver training, share best practices, and help customers achieve their goals with our platform.
Proactive Support: Monitor customer activity and usage data to identify risks, provide proactive support, and prevent churn.
Feedback Loop: Capture customer feedback and collaborate with Product and Engineering to influence roadmap decisions.
Internal Systems: Keep systems like Monday.com and Freshdesk organised and up to date.
Team Collaboration: Work cross-functionally with Sales, Product, and Support to ensure a seamless customer experience.
Process Improvement: Contribute to refining our internal CS processes and tools for greater scale and efficiency.
Technology Exploration: Stay current with AI and automation trends to suggest improvements in workflows.

Excellent Spoken English (Priority): Must be highly fluent and comfortable communicating with Australian and international customers.
Strong Interpersonal & Relationship Management Skills: Proven ability to build rapport, trust, and lasting relationships with key customer stakeholders.
Customer Expectation Management: Skilled in setting, managing, and aligning customer expectations throughout their lifecycle.
Problem Solving & Critical Thinking: Ability to identify root causes, resolve challenges efficiently, and prevent future issues.
Autonomous & Accountable: Able to manage tasks, timelines, and customers independently, with minimal supervision.
SaaS/Software Experience (Preferred): Familiarity with B2B SaaS platforms and customer success best practices is highly desirable.
Curiosity & Willingness to Learn: Strong desire to understand customer industries, challenges, and how our software delivers value.
Analytical Thinking: Capable of using data to assess customer health, usage, and retention risk.

Customer Success Representative

Key skills