Customer Success Manager

SUMMARY:
Position: Customer Success Manager
Reporting To: Head of Customer Success
Location: Gold Coast / Remote / Hybrid (candidate dependent)

Job Summary:

As Customer Success Manager you will be responsible for nurturing and maintaining positive relationships with our existing clients while actively seeking growth opportunities to achieve and exceed sales targets. You will serve as the primary point of contact for assigned accounts, understanding their needs, and promoting our products/services to meet their requirements. The ideal candidate is a motivated, customer-oriented individual with excellent sales and communication skills.

Requirements:

• Values: Consistently demonstrate the iVvy values and work effectively and respectfully within iVvy, with clients, with partners, and other parties always.
• Proven Customer Success Management Experience: Minimum three years of successful experience in customer success, preferably in a B2B SaaS environment, with a track record of achieving or exceeding targets.
• Relationship Building: Strong interpersonal and relationship-building skills, with the ability to establish rapport and trust with clients and colleagues.
• Effective Communication: Excellent verbal and written communication skills, with the ability to articulate complex ideas clearly and professionally with the ability to navigate challenging situations with diplomacy.
• Customer-Centric: A customer-oriented approach, focused on understanding and fulfilling client needs to ensure long-term partnerships. Strong problem-solving abilities and a proactive approach to finding solutions.
• Negotiation Skills: Demonstrated ability to negotiate effectively, with a focus on win-win outcomes for both the company and clients.
• Self-Motivated: Highly motivated, proactive, and results-driven, with the ability to work independently and as part of a team. Demonstrated ability to work independently, manage multiple priorities, and thrive in a fast-paced environment.
• Industry Knowledge: Familiarity with the industry and a strong willingness to learn about our products and industry developments. Technical proficiency and familiarity with technologies used in iVvy target industries.
• Organisation and Time Management: Strong organisational skills and the ability to prioritise tasks efficiently to meet deadlines.

POSITION INFO:
Responsibilities:

• Customer Management and Retention: Develop and maintain strong relationships with existing clients, understanding their business objectives and ensuring exceptional customer satisfaction to drive retention.
• Revenue Growth: actively prospecting within assigned clients, identifying opportunities, and passing to the sales team to convert leads into successful sales.
• Value Demonstration: Conduct comprehensive needs assessments for clients, understanding their pain points and tailoring solutions to address their specific requirements. Provide consistent understanding to clients of the value they derive from their investment in iVvy.
• Product Knowledge: Stay up to date with our product offerings, features, and competitive advantages to effectively present and position our solutions to clients.
• Negotiation and Closing: Skilfully negotiate contract terms and close renewal deals with clients, ensuring mutual agreement on pricing, deliverables, and timelines.
• Marketing: Support the marketing team through gaining customer reviews/testimonials on various platforms and fostering relationships with existing clients to have customers ready to provide references, recommendations, case studies and to participate in client councils as appropriate.
• Client Support & Consulting: Provide exceptional customer support, promptly addressing any escalations, enquiries or concerns by engaging the appropriate internal team to address, whilst continuing to own the relationship. This includes managing the frequency and depth of engagement with clients based on pre-agreed expectations, providing consulting and/or training support to those clients.
• Data Management: Regularly update and maintain accurate records, reports, and forecasts within HubSpot (and other areas as appropriate), providing insights on performance, customer health plus other key lead and lag indicators.
• Market Research: Stay informed about industry trends, competitors, and market conditions to identify potential opportunities and stay ahead of market changes.

• Bachelor’s degree in business administration, marketing, or a related field is preferred, but equivalent work experience will also be considered.
• Experience in the hospitality industry and/or B2B SaaS.
• Minimum of three years’ experience in a customer-facing role, such as customer success, account management, or sales.
• Proven track record of managing and growing customer accounts, driving customer satisfaction, lifting revenue, and achieving retention targets.

• This position may require occasional travel to client sites, industry events, and other iVvy offices.