Customer Success Associate

About the role
The Customer Success Team plays a central role in ensuring that our most valuable customers are able to maximise the value they obtained through the adoption of our products. A Customer Success Associate will serve as an advisor to our customers, developing an intimate understanding of each customer’s business objectives and ensuring they get the best out of the software.
To note, this is not a customer support role, though you will be on the front lines as we all are at times, it is very much a customer success role. We will be expecting you to run with a significant level of independence, and to develop and refine our onboarding, support and expansion processes, whilst being a vital team player. Your creative ideas and implementation will contribute to increasing lifetime value and driving product direction.

You will

Be the trusted advisor and advocate for customers to drive success and value.
Monitor and manage customer support requests via live chat, email and phone.
Monitor and manage the onboarding and customer engagement processes.
Maintain customer data and communications through a CRM system and report on customer activities.
Work with the team to automate and systemise as much as possible.
Perform online sales demonstrations and user training, sharing the value of our products.
Collaborate with customers to feed requirements and feedback into the product.
Track issue resolutions through the service desk.
Collaborate with the team to develop compelling marketing promotions tailored for our key clients.

You will bring along with you

2+ years of experience in customer success management. Experience in account management, business development, or a related role is considered a valuable asset.
Excellent written and verbal communication skills.
Must possess at least a Bachelor's or College Degree in fields such as Business Studies/Administration/Management, Finance/Accountancy/Banking, Marketing/Mass Communication, or their equivalent.
Technical competence and understanding of SaaS software, being able to explain technical details and requirements to a non-technical audience.
Detailed-oriented, analytical and great problem-solving skills.
Natural relationship builder with integrity, reliability and maturity.
Proactive, solution-oriented thinking, resilience and passion for learning.
Proficiency in CRM platforms and other marketing systems would be a huge plus.
Background in bookkeeping/accounting is a bonus.
A self-starter who is excited to work at a fast-paced and growing company, and is comfortable with ambiguity and minimal guidance.
Experience and Knowledge in Xero, Quickbooks, and MYOB accounting software is an advantage.
Preferably with a BPO experience and some exposure to communicating with Australian clients.
Proficiency in Canva and similar design tools is a valuable bonus.

What we offer

Excellent culture, we encourage collaboration, growth and learning amongst the team.
Competitive salary.
Remote working.
Health plan coverage for employees.
High-growth.
Mentoring and development - receive support, learning and coaching to progress your career.