As a vital part of the Salesteam, Customer Success plays a key role in ensuring long-term customersatisfaction, retention, and revenue growth. Your primary goal is to guideclients through every stage of their journey from onboarding and training toupselling and renewal, helping them get the most out of the Soprano platform.

Your impact will resonate acrossevery customer touchpoint from uncovering new use cases and growthopportunities alongside our Business Development team, to strengthening clientrelationships through expert technical support and proactive engagement. Bypromoting both existing and emerging features and finding innovative ways tomaximize platform value, you'll empower customers to succeed while drivingmeaningful commercial results for the business.

KEYRESPONSIBILITIES:

This includes but is not limited to:

- Coordinate withBusiness Development Managers to ensure a smooth handover of new clients and inpreparation for customer onboarding and training.
- Drive retention andgrowth among our most valuable customers by understanding their business needsand helping them to measure success using the Soprano platform.
- Retain and renewexisting client portfolio and ensure high customer satisfaction scores andfeedback.
- Enable successfuladoption of Soprano including sharing and developing relevant creative assets,brainstorming ideas, and attending launches virtually or in person.
- Maintain a cadence ofcommunicating with end clients or via channel partners to drive customeradoption trends, sentiment, and mining opportunities for deeper engagement withour direct customers or via our joint channel partners.
- Identify opportunitiesfor channel customers to act as Soprano / Partner advocates (e.g. testimonials,case studies)
- Collaborate closelywith go-to-market teams to support current use cases, pilots, renewals, andexpansion opportunities.
- Marshall resourcesacross the Soprano organisation as needed to support customers’ needs.
- Represent the voice ofour channel to inform our sales process and product roadmap from a post salesengagement perspective.
- Co ntribute to Customer Success programs, process, and knowledgebase improvements.
- Perform gapanalysis of requirements against existing deliverables.
- Ensure Sopranoplatform technology skills and product knowledge are kept up to date.
- Proactively seekopportunities to broaden and deepen knowledge base and proficiencies.
- Track and monitorperformance and action plans to achieve targets.




- Guide new customers through the onboarding process by working with the relevantinternal teams to use automated tools and resources.
- Developand maintain self-service resources such as tutorials, FAQs, and knowledge basearticles.
- Foster a communityof channel-based end users through forums, user groups, and social mediaengagement.
- Identify andcultivate customer advocates who can provide testimonials, case studies, andreferrals.
- Working with marketingand installed based programs leads to planning digital engagement and programsto target and improve the overall experience of our installed base customers.
- Where required, the CSwill take ownership of critical incidents, coordinating with resolution partiesand establishing effective communication between stakeholders for post-incidentreviews that meets customer SLAs.

EXPERIENCE/SKILLS TO SUCCEED

- Minimum 4 years’ Customer Successexperience ideally in technology/SAAS based environments managing enterprisebrands
- Demonstrable track record ofsuccessful client-facing delivery, ensuring portfolio retention and organicgrowth
- Experience building and maintainingrelationships, while working to mitigate churn and drive engagement andrenewals
- Empathetic, positive ‘Can do; attitudewith a desire to help our customers reach their goals
- Ability to work under pressure, in aresults-based environment
- Exceptional communication skills,highly organized, collaborative and detail oriented
- Can process issues quickly andaccurately
- Able to work independently and withinthe team to efficiently meet deadlines.
- Follow through with commitments andfoster mutual trust with internal and external stakeholders.
- Strong skills in analytical, logicaland lateral thinking with ability to learn new products and technologies
- Able to solve complex problemsinvolving multiple variables and uncertainty
- Strong skills in workshop facilitationand project governance
- Strong and applied skills in MS Word,Excel, PowerPoint, Google productivity suite
- Preferred skills in Jira issuetracking, ChurnZero, Salesforce CRM

WHY WORK FOR SOPRANO:

At Soprano, we’re shaping the future ofenterprise communication.



Here’s what makes working with us truly one of akind:

- IndustryLeadership: Join a globalleader in the CPaaS (Communication Platform as a Service) space with acustomer-first approach that allows us to achieve significant results with ourclients and partners, ensuring we continue to lead in enterprisecommunications.
- Tech-DrivenInnovation: We’re passionateabout building future-ready technology that fosters deeper trust, richermeaning, and stronger connections. If you love working on impactful solutions,you’ll feel right at home here.
- Global Team,Local Feel: Headquartered inSydney, we operate across Europe, North America, South America, Southeast Asia,and New Zealand - giving you the opportunity to collaborate with diverse teamsand gain global exposure.
- People-FirstCulture: We believe in creating a workplace whereeveryone feels respected, valued, and empowered to bring their best selves towork. We trust our employees to achieve and give them the tools to succeed.
- Learning andDevelopment: As a nimblecompany with a global footprint, we offer unique opportunities to grow yourskills, gain cross-market insights, and accelerate your career in a dynamicenvironment.
- Hybrid Working: We embrace hybrid work and remote roles where possible,giving you the freedom to stay connected with global teams while making spacefor what matters most in your life.
- Refer a Friend,Get Rewarded: Know someoneamazing? Refer them to Soprano and get rewarded when they join the teampermanently. Great people know great people, and we give you the opportunity toinfluence
- Wellness thatworks: We provide several global benefits such asbirthday leave, employee assistance program, annual wellness subsidy, down tohaving a fully stocked kitchen with fun office events that bring the teamtogether.
- SupportingParents: We know family comes first and to celebrate thismajor milestone, Soprano provides additional parental leave to primary andsecondary carers.

People are at the core of what we do, and Soprano Design Pty Ltd is committed to a safe, diverse and inclusive workplace where we all thrive and succeed together. We encourage applications regardlessof 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 CandidatePrivacy Policy

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