Plan and lead regular customer engagement activities, webinars and scaled customer programs.Build and maintain relationships with key stakeholders through regular phone, email, digital and face to face engagement.Understand customer objectives within this portfolio, risks and success measures and align customer engagement strategies accordingly.Work with customers to ensure they are leveraging HSI products effectively and achieving value from the platform.Maintain visibility of customer health indicators and proactively identify risks to retention and opportunities for growth.Efficiently manage time and customer investment across a scaled portfolio to maximise customer outcomes.Upsell products and services and contribute to account optimisation and business growth.Contribute to client retention strategies and projects.Maintain knowledge of contract obligations and renewal requirements.Develop and execute success planning, adoption strategies and scaled engagement initiatives to improve customer maturity and retention outcomes across this portfolioMaintain annual retention and growth targets for the managed portfolio.Leverage scalable engagement motions, including webinars, digital campaigns, group enablement sessions and customer communications, to efficiently support a broad portfolio of customers.Prioritise customer engagement based on customer health, renewal risk, commercial opportunity and strategic value.Balance proactive customer outreach with targeted intervention where customers require additional support.Partner effectively with Support, Implementation, Solution Engineering and Product teams to deliver positive customer outcomes.Engage specialist teams where technical,



implementation or product expertise is required while maintaining ownership of the customer relationship and overall customer experience.Provide guidance and business context to supporting teams to ensure customer priorities, risks and objectives are clearly understood.Be a customer advocate while capturing customer feedback and reporting trends and requests to Product Management and Development.RequirementsExperience with 2 + years of managing client accountsExcellent communication and problem-solving skillsHave an interest in technology and master current technology easilyExperience in a Health, Safety and/or Employee Wellbeing roleExperience with data and reportingExperience with Sales Force software (or similar CRM/Ticketng systems)Proficient in project management tools, MS Office Applications, experience with CRM toolsSales experience (upsell)Core CompetenciesDemonstrates expertise in customer engagement strategies, account management, and relationship building to drive retention and growth.
Proficient in leveraging technology and data to optimize customer outcomes and support business objectives.Highest-signal resume keywordsClient Account ManagementCustomer Engagement StrategiesSales ExperienceData Analysis and ReportingProject Management ToolsATS Optimization KeywordsHard SkillsCustomer Health IndicatorsUpselling Products and ServicesSuccess PlanningAdoption StrategiesCustomer Retention StrategiesSoft SkillsExcellent Communication SkillsProblem-Solving SkillsIndustry KeywordsHealth and SafetyEmployee WellbeingCustomer AdvocacyStakeholder EngagementTools & TechnologiesSalesforceCRM ToolsMS Office ApplicationsProject Management Tools
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📌 Customer Success Manager (New South Wales)
🏢 Jobtailor
📍 New South Wales