Customer Success Manager - 12 month fixed term contract

Perks & BenefitsAn excellent remuneration package.Health and mental wellness benefits.Remote first work model - Flexibility to put your family first at all times.An amazing team - supportive, fun and caring with team building, fun activities and lots of social events.Career experiences - lateral, vertical and rotational.Regular and ongoing meaningful performance and development conversations and annual remuneration reviews.Generous paid parental/maternity leave, and we will continue to pay your pension while you are off.Time off - for your Birthday, a Joy day every quarter and time off over Christmas in addition to your 5 weeks annual leave.Plus most importantly a genuinely relaxed, happy, respectful, energetic working environment where you will actually look forward to coming to work each day - whether it is in your home or the office. over 90% of employees recommend working at JobAdder. Don’t believe us? Check out our glass door reviews.The RoleThis is a 12 month fixed term maternity cover contract.The core responsibility of this role is to support and guide their customers through the four pillars of customer success: onboarding, adoption, renewal and growth. The CSM will be responsible for management of a designated portfolio of clients to be managed by both proactive and reactive high and tech touch activity. This includes acting as the primary point of contact for customers in relation to both scheduled and ad-hoc support and escalations. In addition to management of their own client portfolio, the CSM will be responsible for assisting to develop the CSM function in partnership with the Head of Growth and Expansion and CSM Team Lead APAC. This will require a deep understanding of client data in order to help develop playbooks and programs focused on client retention and growth.Main Duties and Responsibilities ● Quickly build strong partnerships with JobAdder customers by understanding their business needs and providing world-class experiences to drive their success ● Act as a strategic advisor and consultant to customers with regards to the operation of JobAdder within their business including answering questions, connecting them to resources and working across JobAdder internal teams to unlock the value of JobAdder for their business ● Take ownership of existing customer relationships and any challenges raised by customers; maintaining consistent proactive outreach to customers and finding solutions that will assist them; proactively anticipate and resolve challenges ● Successfully work towards achievement of both individual and team OKR goals regarding client retention, NPS and customer satisfaction, net revenue retention and revenue growth ● Assist the Sales to Go Live teams as needed with implementations and training as the key JobAdder contact for new customers ● Identify retention risks and growth opportunities and work closely with clients and internal teams to ensure customers are getting the most out of JobAdder ● Maintain CRM data integrity including accurate records of client activity, retention status, growth opportunities and any other relevant information ● Conduct training and best practice sessions and Account Reviews with customers as required ● Plan and facilitate Quarterly Business Reviews with key accounts including management of scheduling and preparation with internal stakeholders and customer contacts ● Implement and complete onboarding and customer training for all additional products and professional services purchased by customers within designated client portfolio ● Participate in the improvement and development of the CSM and wider CS functions by acting as a SME and voice of the customer in projects lead by the CS orgKey Skills/Experience Required ● Experience in relationship building with a Customer Success focus ● Exceptional communication skills with customers, team and internal stakeholders ● Organisational and time management skills with strong attention to detail ● Problem solving, dispute resolution and decision-making ability for customer queries and escalations ● Strategic and creative thinking for developing CSM function and playbooks ● Critical thinking and analytical skills for analysing customer data and identifying trends ● Agility and ability to pivot strategic focus as requiredAbout JobAdderJobAdder is a dynamic and innovative Software as a Service (SaaS) organisation with over 200 employees across 5 countries and over 25,000 customers worldwide. We are a recruitment management platform that assists companies and recruitment agencies to create a competitive advantage within their recruitment and hiring processes.Recruitment and staffing is all about people. People helping people fulfill roles that bring joy and change lives. We’re here to help liberate recruitment professionals from unnecessary admin, supercharge their productivity, and empower them to focus on the humanity of recruitment – building rich and rewarding experiences for candidates, clients and colleagues alike.Our mission is to make recruitment more efficient and joyful for everyone involved. Our vision is to be the world's favourite recruitment platform. All of our people actively contribute to our culture and company values; Empathy, Customer, Innovation, Results.