Our client is a market-leading Australian SaaS company delivering mission-critical software that helps customers manage their day-to-day operations.
Backed by a global software group, the business has an established customer base and is investing in its product and customer-facing capability to strengthen retention, customer engagement and long-term growth.
The role
Reporting to the Key Account Manager, you’ll own a portfolio of around 200 customers, using a segmented approach to give each account the right level of attention.
Your focus will be retention, customer satisfaction and software adoption. You’ll work with Support, Product and Sales to resolve issues, share customer feedback and identify relevant growth opportunities.
What you’ll be doing
- Build proactive relationships with rental business owners, managers and product users
- Use customer health, usage data and CRM records to prioritise your portfolio
- Spot churn risks early and put recovery plans in place
- Deliver online training, check-ins and customer reviews
- Help customers adopt the platform, payments products and new functionality
- Own customer enquiries and coordinate with Support until issues are resolved
- Identify relevant expansion opportunities and pass qualified leads to Sales
- Keep transparent account records and contribute to Customer Success playbooks
What you’ll bring
- Three or more years in Customer Success, account management or another customer-facing SaaS role
- Experience managing 100+ accounts through a segmented engagement approach
- Evidence of improving retention, customer satisfaction or product adoption
- Confidence learning software and explaining it in practical business terms
- The ability to stay calm with frustrated customers and rebuild trust
- Comfort delivering online customer sessions across different time zones
Experience in vehicle rental, fleet, mobility, travel or tourism technology, or integrated payments, is highly regarded.
What’s on offer
- A$86,000 base + super + a variable business-performance bonus
- Hybrid working with an office in Brisbane’s CBD
- Ownership of a customer portfolio and clear responsibility for customer outcomes
- The opportunity to help establish a more proactive Customer Success function
- Hands-on involvement in helping customers adopt a refreshed product
- An established SaaS business backed by a global software group