AutogenAI

SMB Customer Success Manager

AutogenAI

full-time

Posted on:

Location Type: Hybrid

Location: Gold Coast • Australia

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About the role

  • Customer Relationship Management: Own and manage a portfolio of SMB customers, building strong relationships with both daily users and decision-makers to drive adoption and satisfaction.
  • Customer Lifecycle Management: Oversee all aspects of the post-sales journey, including onboarding, training, renewals, and identifying up-sell or cross-sell opportunities in partnership with the Sales team.
  • Onboarding & Enablement: Work closely with Professional Services to deliver a seamless onboarding experience, ensuring customers are equipped for long-term success.
  • Customer Health & Risk Management: Track customer health indicators, usage patterns, and sentiment. Proactively identify risks and take action to improve retention and outcomes.
  • Advocacy & Customer Programs: Collaborate with the Marketing team to identify customers for advocacy programs such as case studies, testimonials, and events.
  • Product Feedback Loop: Be the voice of the customer. Gather and share insights with the Product team to help shape future improvements and innovation.
  • Customer Engagement: Lead regular check-ins and cadence meetings to review progress, surface challenges, and ensure customers are realising measurable ROI.
  • Cross-Functional Collaboration: Partner with teams across Sales, Product, and Marketing to ensure a unified and outstanding customer experience.

Requirements

  • Customer Success Experience: 2+ years’ experience in a customer-facing role at a B2B SaaS company.
  • Portfolio Management: Experience managing a high-volume customer portfolio, balancing day-to-day support with strategic relationship-building.
  • Commercial Focus: Familiarity with post-sales commercial activities such as renewals, up-sell, and cross-sell.
  • Cross-Functional Collaboration: Proven ability to work effectively with teams like Sales, Product, and Marketing to drive customer outcomes.
  • Tech-Savvy: Comfortable using CRM systems and customer health tools to monitor engagement and drive workflows.
  • Communication & Organisation: Strong presentation and organisational skills, with attention to detail in a fast-paced environment.
  • High-Growth Environment: Experience in a startup or scale-up setting, with the adaptability to thrive amidst change.
Benefits
  • Competitive Salary: Competitive compensation depending on specific experience and qualifications relevant to the role.
  • Performance Bonuses: Opportunities for performance-based incentives
  • Stock Options: Meaningful equity in the company.
  • Health and Wellbeing: Comprehensive insurance and wellness programs.
  • Paid Time Off: Unlimited vacation (Yes, you read right!)
  • Flexible Work Options: Enjoy flexible working conditions with the option balance remote working with time spent with colleagues in our beautiful Gold Coast office.
  • Innovative Culture: Be part of a supportive and dynamic team at the forefront of AI technology.
  • Additional Perks: Your choice of laptop (Mac or Windows), regular company events to connect with teammates, and opportunities for continued professional development.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
Customer Success ExperiencePortfolio ManagementCommercial FocusCustomer EngagementCustomer Health ManagementOnboardingTrainingRenewalsUp-sellCross-sell
Soft skills
Relationship BuildingCommunicationOrganisational SkillsAttention to DetailCollaborationAdaptabilityPresentation Skills