Customer Success Manager

Job description

At Objective, we’re looking for our next Customer Success Manager to join our Connect line of business. Connect is a governance, risk, and compliance solution that provides the safest and most intelligent information hub that connects organisations and people. Based at our global headquarters in Sydney, this role is for someone who genuinely enjoys working with people, understanding how they apply our technology to solve information sharing and collaboration challenges. You’ll be hands-on with customers, building strong relationships, understanding their needs and helping them get real value from Objective Connect. You don’t need to have spent your entire career in Customer Success. We’re interested in people who have been exposed to the commercial side of a technology business – whether that’s through Account Management, Customer Success, SaaS, sales, consulting or another customer-facing environment – and who understand that great customer relationships can drive both customer outcomes and business growth. ### A day in the role: - Build genuine relationships with customers and become a go-to person throughout their journey with Objective Connect. - Get close to users – understanding how they work, what they need and where we can help them get more from the product. - Drive product usage, helping customers identify new ways to use Connect across their organisation. - Lead customer reviews, conversations and engagement activities that demonstrate value and uncover future needs. - Keep an eye on customer health and proactively spot opportunities, risks and areas where we can improve the experience. - Achieve customer renewals and work with Sales to identify opportunities for growth through new users, use cases and business areas. - Capture customer feedback and bring those insights back to Product and Engineering. - Help customers understand the product through demonstrations, workshops, training and other engagement activities. - Work across Sales, Product, Engineering and Support to make sure customers get great outcomes. ### Your skills, experience and beyond: - Have experience working directly with customers and building strong relationships. - Have had exposure to the commercial side of a business – understanding retention, renewals, growth, opportunities or customer value. - Are confident talking to users and key stakeholders, asking good questions to get to the heart of what they actually need. - Are naturally curious about technology and enjoy learning how software work. - Are switched on and proactive – you see something that could be better and do something about it. - Can confidently demonstrate software and explain technology in a way that makes sense to non-technical people. - Have strong communication skills and can influence people at different levels. - Understand SaaS and cloud-based technology, or are keen to learn. - Bring enthusiasm, initiative and a genuine desire to create great customer experiences. ### Why Objective? You’ll have the opportunity to work with customers who rely on technology to get important work done, while having a real voice in how we evolve the customer experience and our product. If you’re someone who loves talking to customers, gets excited by technology, understands the commercial side of relationships and brings a bit of spark to everything you do, we’d love to hear from you.