As a vital part of the Sales
team, Customer Success plays a key role in ensuring long-term customer
satisfaction, retention, and revenue growth.
Your primary goal is to guide
clients through every stage of their journey from onboarding and training to
upselling and renewal, helping them get the most out of the Soprano platform.
Your impact will resonate across
every customer touchpoint from uncovering new use cases and growth
opportunities alongside our Business Development team, to strengthening client
relationships through expert technical support and proactive engagement.
By
promoting both existing and emerging features and finding innovative ways to
maximize platform value, you'll empower customers to succeed while driving
meaningful commercial results for the business.
KEY
RESPONSIBILITIES:
This includes but is not limited to:
·
Coordinate with
Business Development Managers to ensure a smooth handover of new clients and in
preparation for customer onboarding and training.
·
Drive retention and
growth among our most valuable customers by understanding their business needs
and helping them to measure success using the Soprano platform.
·
Retain and renew
existing client portfolio and ensure high customer satisfaction scores and
feedback.
·
Enable successful
adoption of Soprano including sharing and developing relevant creative assets,
brainstorming ideas, and attending launches virtually or in person.
·
Maintain a cadence of
communicating with end clients or via channel partners to drive customer
adoption trends, sentiment, and mining opportunities for deeper engagement with
our direct customers or via our joint channel partners.
·
Identify opportunities
for channel customers to act as Soprano / Partner advocates (e.g. testimonials,
case studies)
·
Collaborate closely
with go-to-market teams to support new use cases, pilots, renewals, and
expansion opportunities.
·
Marshall resources
across the Soprano organisation as needed to support customers' needs.
·
Represent the voice of
our channel to inform our sales process and product roadmap from a post sales
engagement perspective.
·
Co
ntribute to Customer Success programs, process, and knowledge
base improvements.
·
Perform gap
analysis of requirements against existing deliverables.
·
Ensure Soprano
platform technology skills and product knowledge are kept up to date.
·
Proactively seek
opportunities to broaden and deepen knowledge base and proficiencies.
·
Track and monitor
performance and action plans to achieve targets.
·
Guide




new customers through the onboarding process by working with the relevant
internal teams to use automated tools and resources.
·
Develop
and maintain self-service resources such as tutorials, FAQs, and knowledge base
articles.
·
Foster a community
of channel-based end users through forums, user groups, and social media
engagement.
·
Identify and
cultivate customer advocates who can provide testimonials, case studies, and
referrals.
·
Working with marketing
and installed based programs leads to planning digital engagement and programs
to target and improve the overall experience of our installed base customers.
·
Where required, the CS
will take ownership of critical incidents, coordinating with resolution parties
and establishing effective communication between stakeholders for post-incident
reviews that meets customer SLAs.
EXPERIENCE/SKILLS TO SUCCEED
·
Minimum 4 years' Customer Success
experience ideally in technology/SAAS based environments managing enterprise
brands
·
Demonstrable track record of
successful client-facing delivery, ensuring portfolio retention and organic
growth
·
Experience building and maintaining
relationships, while working to mitigate churn and drive engagement and
renewals
·
Empathetic, positive 'Can do; attitude
with a desire to help our customers reach their goals
·
Ability to work under pressure, in a
results-based environment
·
Exceptional communication skills,
highly organized, collaborative and detail oriented
·
Can process issues quickly and
accurately
·
Able to work independently and within
the team to efficiently meet deadlines.
·
Follow through with commitments and
foster mutual trust with internal and external stakeholders.
·
Strong skills in analytical, logical
and lateral thinking with ability to learn new products and technologies
·
Able to solve complex problems
involving multiple variables and uncertainty
·
Strong skills in workshop facilitation
and project governance
·
Strong and applied skills in MS Word,
Excel, PowerPoint, Google productivity suite
·
Preferred skills in Jira issue
tracking, ChurnZero, Salesforce CRM
WHY WORK FOR SOPRANO:
At Soprano, we're shaping the future of
enterprise communication.




Here's what makes working with us truly one of a
kind:
·
Industry
Leadership:
Join a global
leader in the CPaaS (Communication Platform as a Service) space with a
customer-first approach that allows us to achieve significant results with our
clients and partners, ensuring we continue to lead in enterprise
communications.
·
Tech-Driven
Innovation:
We're passionate
about building future-ready technology that fosters deeper trust, richer
meaning, and stronger connections.
If you love working on impactful solutions,
you'll feel right at home here.
·
Global Team,
Local Feel:
Headquartered in
Sydney, we operate across Europe, North America, South America, Southeast Asia,
and New Zealand - giving you the opportunity to collaborate with diverse teams
and gain global exposure.
·
People-First
Culture:
We believe in creating a workplace where
everyone feels respected, valued, and empowered to bring their best selves to
work.
We trust our employees to achieve and give them the tools to succeed.
·
Learning and
Development:
As a nimble
company with a global footprint, we offer unique opportunities to grow your
skills, gain cross-market insights, and accelerate your career in a dynamic
environment.
·
Hybrid Working:
We embrace hybrid work and remote roles where possible,
giving you the freedom to stay connected with global teams while making space
for what matters most in your life.
·
Refer a Friend,
Get Rewarded:
Know someone
amazing?
Refer them to Soprano and get rewarded when they join the team
permanently.
Great people know great people, and we give you the opportunity to
influence
·
Wellness that
works:
We provide several global benefits such as
birthday leave, employee assistance program, annual wellness subsidy, down to
having a fully stocked kitchen with fun office events that bring the team
together.
·
Supporting
Parents:
We know family comes first and to celebrate this
major milestone, Soprano provides additional parental leave to primary and
secondary carers.
People are at the core of what we do, and
Soprano Design Pty Ltd is committed to a protected, diverse and inclusive workplace
where we all thrive and succeed together.
We encourage applications regardless
of age, gender, nationality, backgrounds and cultures.
Please let us know if
you require any adjustments to the recruitment process.
All successful applicants will need to
provide two professional reference checks and are subject to satisfactory
background checks.
For Further information visit
Candidate
Privacy Policy

📌 Customer Success Manager Anz (New South Wales)
🏢 Soprano Design
📍 New South Wales