Customer Success Manager

About Us

At ReadyTech, we create impactful software solutions designed to empower various communities to succeed. Our offering spans multiple sectors and products, enabling diverse businesses to be prepared for any challenge. As a publicly listed company on the ASX, we boast a strong history of steady growth and a loyal, long-standing customer base. Joining us means embracing challenging career opportunities, ongoing personal development, and a collaborative, inclusive workplace free from office politics. Our focus remains on serving communities and positively contributing to society.

Role Overview

• Drive customer portfolio retention, satisfaction (CSAT), and business growth through value-driven engagement.
• Manage customer relationships after implementation, overseeing onboarding, adoption, strategic evaluations, and progression milestones.
• Identify potential churn indicators proactively and initiate early mitigation actions, escalating when necessary.
• Implement customer engagement strategies aligned with ReadyTech's lifecycle and market segmentation frameworks.
• Analyze account health, usage patterns, and customer feedback to detect risks and identify growth opportunities.
• Keep detailed records of customer interactions and account status within Salesforce CRM.
• Collaborate with Product, Support, and Professional Services teams to ensure an outstanding customer experience.
• Contribute to enhancing internal knowledge bases, feedback channels, and process improvements.
• Facilitate customer advocacy by pinpointing opportunities for references, testimonials, or case studies.

Key Responsibilities

• Coordinate with Professional Services to ensure seamless project handover upon completion.
• Create and execute engagement plans tailored to customer lifecycle stages, industry sectors, and segmentation.
• Conduct regular customer check-ins, adoption assessments, and education sessions aligned with their milestones and business goals.
• Document risks thoroughly and establish actionable plans upon identifying issues.
• Maintain up-to-date and accurate records of all customer interactions and health data in Salesforce.
• Work across departments to enhance the entire customer journey.
• Share insights and feedback with the wider Customer Success team to refine strategies and workflows.

Required Skills and Experience

• Strong interpersonal skills with an emphasis on relationship cultivation and clear communication.
• Highly organized with the ability to juggle multiple projects and priorities.
• Comfortable engaging diverse customer stakeholders confidently.
• Proactive problem-solving mindset and aptitude to remain composed under pressure and manage escalations effectively.
• Experience in HR, Payroll, Time & Attendance, or Talent Management platforms.
• Proficient with Salesforce or similar CRM platforms.
• Understanding of SaaS customer success lifecycle stages and related performance metrics.
• Between 2 and 4+ years in Customer Success, Account Management, or analogous customer-facing roles within a SaaS context.
• Proven success in achieving customer retention and outcome goals.
• Experience facilitating training sessions, product demonstrations, or strategic customer reviews.
• Demonstrated ability to collaborate across internal teams to resolve client issues.

Employee Benefits and Culture

• Enjoy a paid day off on your birthday.
• Receive an additional four days of leave annually.
• Participate in quarterly ReadyTecher Awards with chances to win travel and accommodation to Hamilton Island.
• Benefit from hybrid working arrangements.
• Access Sonder, a 24/7 technology-powered platform offering safety, medical, and mental health support.
• Company top-up on government parental leave entitlements.
• Extra paid leave for miscarriage, endometriosis, and menopause support.
• Opportunity to receive exclusive ReadyTech merchandise.

Additional Information

ReadyTech fosters inclusivity, valuing diversity in race, beliefs, sexual orientations, gender identities, age, disabilities, marital status, and more, ensuring a supportive workplace culture where everyone feels welcomed. Compliance with Australian regulations requires successful candidates to undergo police and work rights checks.