AVP, Client Marketing
Synchrony
Customer Success Manager, SMB
OMEGA POINT (OMPNT)
full-time
Posted on:
Location Type: Hybrid
Location: 🇦🇺 Australia
Visit company websiteJob Level
JuniorMid-Level
About the role
- Support SMB clients and reseller partners to drive engagement, adoption, retention, and advocacy of the Go1 platform.
- Work closely with Customer Strategy to research and develop customer engagement strategies through email, live training and proactive scaled at-risk outreach.
- Develop an in-depth understanding of Go1 products, services and internal structures to provide solutions and support.
- Respond promptly to customer inquiries, leveraging resources and tools to empower customers to maximise their use of Go1.
- Proactively monitor customer health scores and indicators, identifying and mitigating risks to meet retention targets.
- Contribute to development and iteration of the scaled CS model, knowledge base, tools and repeatable group engagement programs.
- Maintain accurate customer records, activities, interactions, and risks using internal tools and systems.
- Utilise Gainsight’s action insights and data for proactive outreach to mitigate churn risk and facilitate customer growth.
- Identify customer champions and grow a community of advocates supporting the Go1 brand.
- Mentor, coach and support other CSMs and collaborate on shared GRR and Customer Satisfaction targets to renew and retain the portfolio.
Requirements
- Approximately two years of demonstrated history of surpassing company KPIs, including customer retention, health scores, product adoptions, and customer satisfaction.
- Relationship Building: Excel at establishing meaningful connections with customers at different leadership levels, leading impactful conversations that drive action and deliver results.
- Data & Analytics: You love diving into customer data, uncovering trends and insights that lead to further engagement with the Go1 product.
- Collaborative Mindset: Reliable and considerate teammate who values diverse perspectives while confidently advocating for your own convictions.
- Client Success Mindset & Planning: Leverage your experience in client success planning, utilising discovery questions, active listening, and synthesis of client goals to uncover hidden needs and address core challenges effectively.
Benefits
- In addition to your base salary: Annual bonus or commission plan.
- Employee Stock Option Plan: Opportunity to share directly in our success through stock options.
- Public Holiday Swap: Swap a public holiday for another preferred day.
- Flexible Working: We offer both hybrid and remote working.
- Wellbeing & Learning Days: An additional five days of paid leave per year.
- Learning Budget: $500 USD per financial year, plus access to additional Career Growth Budget.
- WFH/Transport Budget: Monthly allowance for internet/phone expenses or public transport.
- Home Office Setup Budget: One-off allowance for desk, chair and/or monitor.
- Parental Leave: Minimum of 18 weeks paid parental leave for primary carers + 6 weeks paid parental leave for secondary carers.
- Wellbeing Support: Access to counselling and wellbeing app via Nilo Health.
ATS Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
customer retentioncustomer health scoresproduct adoptioncustomer satisfactiondata analysiscustomer engagement strategiesclient success planningactive listeningtrend analysis
Soft skills
relationship buildingcollaborative mindsetmentoringcoachingcommunicationproblem-solvingadvocacyteamworkcustomer advocacy
