Customer Success Manager

• Lead the execution of our customer retention and growth strategy across Australia and New Zealand.
• Partner with the Head of Customer Success to translate strategy into action.
• Drive cross-functional initiatives to ensure strong commercial outcomes for our 18,000 ANZ customers.
• Own team performance against key commercial outcomes, including retention and customer growth.
• Monitor and interpret customer success performance indicators, identifying trends, risks, and opportunities.
• Build strong cross-functional partnerships with various teams to ensure successful initiative delivery.
• Manage dependencies, remove blockers, and proactively escalate risks.
• Provide leadership, coaching, and accountability across the ANZ Customer Success team.
• Represent ANZ Customer Success in cross-functional forums.

APAC Customer Success Team Lead

• Own a book of APAC retailer accounts.
• Day-to-day relationship management for ~15–20 accounts in your initial book, with the expectation of growing into more strategic accounts over time.
• Be the named CSM, the trusted point of contact, and the person retailers think of when they think of EQL.
• Make launches go smoothly.
• Partner with retailers on launch prep, run-of-show, troubleshooting, and post-launch retros.
• Protect and grow the book.
• Build quarterly success plans, monitor account health, and identify expansion opportunities — new categories, new markets, increased launch volume, new launch mechanics.
• Onboard new APAC retailers.
• Guide new partners through activation, from contract signature to their first successful launch.
• Be the voice of the retailer.
• Translate feedback from your accounts into product and engineering priorities through our established cross-functional cadences.
• Contribute to how the team operates.

• Manage a portfolio of customers, drive product adoption and value, support business outcomes, build lasting relationships, and guide customers from onboarding through renewal and expansion
• Own a portfolio of customers, proactively drive value and adoption, support business outcomes, and help maintain and grow long-term relationships
• Serve as the primary onboarding act for assigned customers, building strong, long‑term relationships with key stakeholders and decision-makers
• Conduct regular business reviews (IE: QBRs and EBRs) to assess adoption, performance, and alignment with customer goals
• Drive customer engagement by understanding their business needs and recommending best practices for maximizing TeamViewer’s value
• Lead smooth onboarding journeys, ensuring customers are properly set up, trained, and supported throughout the initial implementation phase
• Monitor usage and proactively identify opportunities to improve activation, adoption, and product utilization
• Identify customer risks early and engage cross-functional teams to support retention strategies
• Manage churn risks and work with internal teams to address customer challenges quickly and effectively
• Champion customer needs internally to remove obstacles and enhance their overall experience
• Identify expansion opportunities, such as additional licenses, product add‑ons, or region/business unit growth
• Partner with Sales and Renewals to support upsell conversations, prepare proposals, and drive successful contract renewals
• Collaborate with Support to address escalations and ensure timely resolution of customer issues
• Provide feedback to Product Management based on customer insights, adoption patterns, and feature requests
• Work with Marketing and Enablement teams to share customer success stories and contribute to knowledge‑base content
• Track key customer metrics such as adoption, usage trends, health scores, and renewal forecasts
• Maintain accurate and timely documentation of all customer interactions within CRM and Customer Success tools

• Oversee a pool of customers and drive them to successful value realization
• Adopt a data driven approach to growing and nurturing the digital touch segment of Aircall’s customer base
• Help in evaluating and implementing metrics to monitor account development, including churn rate, contraction and expansion trends, as well as indicators for account health, satisfaction levels, advocacy, and potential risks
• Maintain a frequent pulse on your customers' utilization and performance metrics using data, dashboards and feedback channels
• Use a Digital touch approach to drive customers through the ideal customer journey and empower them to utilize self-help resources
• Engage with customers to upsell additional product/services of value as data driven opportunities are flagged
• Deliver your expertise through one-to-many interactions (host live webinars, office hours, e-guides)
• Work closely with our digital program manager to provide on-the-ground feedback to drive & improve the impact of automations
• Collaborate with the Customer marketing team to create and deliver valuable content and recommend automations
• Advocate for your internal pool of customers with internal stakeholders Inspire customers to think strategically about how our platform can support their business needs
• Share new ideas to delight our customers

Customer Success Manager, APAC Market

• Own the success of a portfolio of complex commercial buildings
• Build strong relationships with asset managers, operations teams, and engineering partners through technical insight and delivery
• Lead regular portfolio performance reviews focused on system behaviour, outcomes, and forward priorities
• Ensure customers have clarity on what is happening in their buildings, why it matters, and what actions are required
• Act as the escalation point for complex operational or system performance issues
• Oversee how CIM’s PEAK platform is configured and used across customer portfolios
• Ensure alerts, fault detection, and workflows reflect real-world system behaviour
• Drive consistent platform adoption across customers, contractors, and internal teams
• Ensure detected issues are tracked through to verified resolution
• Provide technical leadership across HVAC, BMS, and building systems
• Guide root-cause analysis and issue prioritisation across portfolios
• Review system behaviour, control strategies, and operational performance to identify improvement opportunities
• Translate technical findings into clear, practical recommendations for site teams
• Lead and mentor Customer Success Engineers working across your portfolios
• Support technical development, analytical rigour, and customer communication
• Help establish best practices across the Customer Success function
• Oversee onboarding and commissioning for new buildings and portfolios
• Work with integration teams to ensure data quality and system connectivity
• Support portfolio expansion by ensuring customers achieve meaningful operational outcomes

• Ensure that Enterprise customers derive maximum value from their subscription investment.
• Onboard new clients, managing all aspects of the account, user administration and provide product training based upon client specific use cases and objectives.
• Partner with Enterprise Account Managers to support client renewal, retention and ongoing satisfaction.
• Understand Criteria’s strategic and competitive position and be an effective advocate for our product.
• Identify, analyze, and remove roadblocks to growth to ensure customer success.
• Develop success plans for each client.
• Rapidly and efficiently respond to incoming customer support calls and emails.
• Provide web-based training and product implementation support.
• Proactively manage all customer requests to satisfactory conclusion.
• Document all customer interactions in our CRM software.
• Drive product improvements and help inform product development initiatives by listening to customer feedback and relaying it to our product development team.

Enterprise Customer Success Manager

• Own a portfolio of mid-market customers, partnering with Finance and Operations leaders
• Guide implementation, drive adoption, and identify growth opportunities
• Conduct structured check-ins and reviews to measure ROI and shape future goals
• Develop proactive expansion plans and help turn success stories into advocacy
• Collaborate with Sales, Product, Marketing, and Support to deliver an exceptional customer experience

• Lead the end-to-end customer success lifecycle across the Mental Health segment
• Build and grow strategic partnerships, identifying new opportunities and driving expansion
• Translate market insights and partner needs into innovative, scalable solutions
• Lead proposals and tenders, shaping impactful, high-quality submissions
• Collaborate across teams to ensure seamless implementation and ongoing delivery
• Showcase impact through data-driven insights and outcome storytelling

Customer Success Partner – Mental Health

• Drive growth and success across a portfolio of our Aged Care partners
• Identify and unlock new opportunities through market and customer insights
• Build strong, trusted relationships with key decision-makers and stakeholders
• Lead the development of compelling proposals, tenders, and new solutions
• Partner cross-functionally to ensure smooth rollout and ongoing optimisation
• Track, measure, and communicate the value and impact delivered to customers

Customer Success Partner – Aged Care

• You’ll manage a portfolio of customers, with the objective of proactively driving deep product activation and engagement
• Collaborate with the Sales Team to identify areas of opportunity and ensure non-event renewals
• Partner with your customers to understand their current and future business goals and challenges that translate into strategies utilizing SafetyCulture
• Become a trusted advisor to key stakeholders to enable the best customer experience possible
• You’ll be a product expert with the ability to advise your customers on best practices using the SafetyCulture platform
• Advocate for customers by providing feedback to internal teams to influence the product road map to drive adoption and retention.

Senior Customer Success Manager

• Own a portfolio of enterprise customer accounts post-implementation, maintaining strong relationships with day-to-day champions and executive business sponsors.
• Drive customer health, adoption, retention, and expansion by identifying high-impact opportunities for new use cases on the platform.
• Partner closely with Solutions Architects, Account Executives, and Solutions Engineers to build effective renewal and growth plans for each account.
• Maintain a strategic view across your book of business, assessing customer risk and opportunity and focusing your time where it will have the greatest impact.
• Lead clear, professional communication with customers, including regular updates, proactive account management, and high-quality discovery conversations.
• Contribute to core post-sales outcomes, with success measured primarily through NRR/NDR performance.

• Serve as both the Implementation Specialist and CSM for a defined book of upmarket APAC customers.
• Own the customer journey end to end, from implementation and onboarding through long-term adoption, customer health, and value realization.
• Partner with Ashby’s customers, helping them get up and running quickly while also building deep, ongoing strategic relationships.
• Develop strong product and domain expertise to help customers apply Ashby within their hiring workflows and achieve hiring excellence.
• Shape how we support customers in a new region.

• Serve as the primary point of contact for all assigned mid-market accounts
• Develop and nurture long-term strategic relationships with key stakeholders and decision-makers
• Conduct regular client touchpoints, annual planning sessions, and business review meetings
• Respond to client inquiries in a timely, strategic manner while identifying growth opportunities
• Drive upsell of additional services including onsite counselling, critical incident management, assessments, flu vaccination, health checks and more
• Identify and pursue service expansion opportunities within existing accounts
• Manage contract renewals in collaboration with internal teams
• Negotiate contract terms to ensure mutually beneficial outcomes
• Prepare and issue regular utilisation reports, outcome summaries, and trend analyses
• Coordinate manager and employee orientations via phone or webinar
• Maintain accurate, up-to-date records in the CRM system
• Utilise CRM data to track interactions, opportunities, and account health metrics
• Ensure compliance with contractual obligations and service delivery standards

• - Build strong relationships with clients and other key stakeholders through consistent account reviews and outreach, acting as a trusted advisor.
• - Understand and gather clients’ business priorities to ensure the timely delivery of expected outcomes.
• - Ensure high levels of customer satisfaction throughout assigned accounts.
• - Capture customer experience and product feedback for RFI.
• - Detect and respond to key stakeholder changes within each customer.
• - Solicit customer references and case studies.
• - Grow existing business by identifying cross-sell and upsell opportunities when there is alignment with RFI products and services that help customers achieve their desired outcomes.
• - Meet or exceed customer subscription retention goals by maintaining diverse data and insight use cases, leading to well-developed subscription business cases.
• - Manage account plans.
• - Manage the contract renewal process.
• - Plan and communicate client deliverables, including scheduling and liaising with clients, their stakeholders, and the RFI product team.
• - Identify customer challenges and friction points, and proactively suggest better solutions and strategies.
• - Ensure product and new feature adoption through customer communication and training.
• - Respond to and manage analytical queries.
• - Collaborate with client directors to plan each client’s engagement across delivery, needs analysis, account planning, and growth opportunities.
• - Collaborate with research experts in the product team to innovate in response to client needs.

Client Success Manager

• Manage a portfolio of strategic commercial clients, guiding them through onboarding, platform adoption, and long-term optimization initiatives
• Build and maintain trusted relationships with key stakeholders by combining technical understanding with strong business acumen.
• Drive measurable business outcomes, customer retention, and account growth through shared success plans and value-driven engagement.
• Lead onboarding, training, and enablement sessions to build client confidence and accelerate time to value.
• Partner closely with Key Account Managers, Engineering, Product, and Support teams to align resources, mitigate risks, and deliver a seamless customer experience
• Proactively identify churn risks and develop action plans to improve retention and customer satisfaction.
• Develop deep expertise across multiple products while staying informed on industry trends and best practices.
• Act as a trusted partner by proactively identifying client challenges, sharing product feedback internally, and helping clients navigate evolving business needs.
• Support the development of customer references and case studies, while providing actionable feedback to help improve AB Tasty’s products and services.

• Serve as a trusted advisor and primary point of contact for existing accounts
• Drive retention and identify growth opportunities
• Build relationships to develop cross-sell and up-sell opportunities
• Communicate with customers effectively
• Analyze customer needs to present suitable solutions
• Maintain knowledge of market conditions and competitive activities

• Record, triage and respond to support requests across email, phone and chat platforms
• Assist with onboarding venues onto the Doshii platform, including building and mapping menus
• Support merchants connecting POS systems, ordering apps and delivery platforms
• Investigate and troubleshoot operational and connectivity issues across integrated partners
• Coordinate with external technology partners where required to support merchant outcomes
• Respond to and help resolve Level 1 and Level 2 incidents
• Escalate complex technical issues to engineering and product teams where required
• Update and maintain technical documentation and help centre content
• Perform basic functional testing and validation of platform workflows
• Collaborate with internal teams to improve customer experience and operational processes
• Support customers through a fast-moving and evolving hospitality technology environment

Customer Success Specialist

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
• Develop and maintain strong relationships at key stakeholder levels
• Act as a trusted advisor by gaining trust through mutual goals
• Proactively monitor and conduct quarterly reviews, identify trends, and provide tailored release recommendations

Customer Success Manager – Marketing Cloud

• Run platform onboarding sessions and training workshops with faculty, instructional designers, and LMS administrators at partner universities, tailoring every session to the audience in the room
• Support LMS configuration and the technical set-up of FeedbackFruits tools across your account portfolio, navigating different platforms and troubleshooting independently
• Prepare adoption data summaries and usage reports that turn raw numbers into clear insights and actions
• Work alongside Sales, Marketing, Product, and Support on partner conversations, renewal discussions, and product feedback loops, making sure the APAC perspective is always in the room
• Drive pilot implementations from initial setup through to conversion, keeping complex, multi-stakeholder projects moving against firm timelines
• Escalate partner issues to Support and Product and act as the APAC perspective internally, making sure what you're hearing in the field shapes how the team works
• Travel to partner campuses, regional conferences, and company gatherings in Amsterdam, representing FeedbackFruits in every room you walk into

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