Job Description What you’ll be doing The SaaS Specialist is responsible for enhancing customer satisfaction by increasing the adoption and awareness of Carsales’ SaaS products and services. Reporting into the Head of SaaS Sales, this role is instrumental in driving long-term client engagement, product usage, and business sustainability. Key responsibilities include monitoring client service usage, conducting proactive health checks, and delivering education and training on evolving product features. The SaaS Specialist ensures that customers receive continuous value at every stage of their journey. Effective onboarding of new customers is a critical component of the role, with a focus on ensuring early engagement, successful integration into the Carsales SaaS ecosystem, and a strong return on investment. Deliver carsales long term SaaS strategy by driving adoption, retention and advocacy of the SaaS product suite Understand the metrics that matter from the business and customer’s perspectives; solving problems to continuously improve outcomes delivered Act as a point of contact and proactively contact a portfolio of customers via phone video calls and from time-to-time face to face meetings where applicable, ensuring they receive the support and guidance needed to maximise their ROI from using carsales products (Health checks) Proactively monitor customer satisfaction, identify risks, and implement strategies to ensure successful outcomes and proactively support them to adopt and gain the full benefit of carsales products and services Onboard new customers to carsales so they are set up for success and drive higher retention rates and less reliance on upselling Empower customers by providing them with the tools and knowledge they need to achieve their commercial goals. Work alongside key stakeholders in Sales, Product and Marketing to share business customer needs and success measures. Share insights with the teams to enhance the customers experience and increase customer ROI
