CSM - Customer Success Manager Location: Melbourne - Cremorne (3 Days p/week in Co-working Space) $80-90k base Super Bonus Equity Annual wellness bonus and professional training budget to spend on your growth. Black Nova is representing one of our Portfolio companies. They're a construction technology SaaS company, headquartered in Melbourne with offices in London and San Francisco. Their mission is to build safer, more efficient construction sites by replacing paper processes with a digital tool that reduces risk and improves compliance. 1/4 construction workers in Aus use their product and in New Zealand it's 1/2. Over the past four years they've grown from a start-up of 15 people to a global team of 60. They service over 1,000 construction companies and 1.5 million workers across ANZ, UKI, and North America. Whats the Role Their CSMs play a crucial role in being the voice of the product. You will educate and empower clients to get the most out of the platform which ultimately helps them keep their people and teams safe. They're growing and this means you can be one of the foundations of the CS team from a skill and cultural standpoint and they have open ended career progression plans. How their CSMs make an Impact Take ownership of a portfolio of customers, responsible for ensuring customer impact, growth and retention. Foster and retain positive relationships with key stakeholders in customer accounts to determine their business strategy, objectives and targets. Monitor key customer metrics to provide practical advice to increase impact and improve usage. Responsible for developing customer plans and strategies to achieve retention and expansion targets Leading and managing commercial discussions with customers. This position requires some travel to client sites and potentially interstate. The Skills and Experience you'll bring Experience in a Customer Success or client facing role is ideal Mixed experience working with SMB and Enterprise customers A track record of meeting renewal targets and expansion goals. Strong communication skills, with confidence in handling and overcoming objections, providing product advice and advising clients Experience in implementing SaaS or Software solutions Enjoy startup ways of working Comfort working in a distributed cross-functional team (e.g. Sales, Product, Support). Hubspot experience is highly beneficial but not essential Black Nova and all our portfolio companies are Equal Opportunities Employers
