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 portfolio
Maintain 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 prospect 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.
Requirements
Experience with 2 + years of managing client accounts
Excellent communication and problem-solving skills
Have an interest in technology and master new technology easily
Experience in a Health, Safety and/or Employee Wellbeing role
Experience with data and reporting
Experience with Sales Force software (or similar CRM/Ticketng systems)
Proficient in project management tools, MS Office Applications, experience with CRM tools
Sales experience (upsell)
Core Competencies
Demonstrates 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 keywords
Client Account Management
Customer Engagement Strategies
Sales Experience
Data Analysis and Reporting
Project Management Tools
ATS Optimization Keywords
Hard Skills
Customer Health Indicators
Upselling Products and Services
Success Planning
Adoption Strategies
Customer Retention Strategies
Soft Skills
Excellent Communication Skills
Problem-Solving Skills
Industry Keywords
Health and Safety
Employee Wellbeing
Customer Advocacy
Stakeholder Engagement
Tools & Technologies
Salesforce
CRM Tools
MS Office Applications
Project Management Tools
#J-*****-Ljbffr

📌 Customer Success Manager (New South Wales)
🏢 Jobtailor
📍 New South Wales