Job Description
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.
- Contribute 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.
- Solid 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

📌 Customer Success Manager ANZ (Sydney)
🏢 Soprano Design
📍 Sydney