At ShiftCare, our Customer Success Managers play a pivotal role in optimising workflows, analysing customer support trends, and ensuring the continuous improvement of our customer experience. This position requires a strategic thinker with a passion for driving efficiency and delivering exceptional service to our users.
Grow With Us We are looking for a PH-based full-time, dedicated, and passionate Customer Success Managerto join our growing team. This person will be a core member of our Customer Success team, and you will be well-positioned to succeed. The entire company from sales, customer success, product, and engineering are all aligned to make sure our customers are successful!
You will own the client relationships post onboarding. To do this you will ideally have empathy for people, can explain concepts clearly and concisely via email, phone and via video calls, and are tech-savvy. You will be measured on how successful and healthy your clients are based on Product Usage Metrics, Net Revenue Retention, and Churn Rate.
Lastly, ShiftCare is a company that is remote in its DNA. Our headquarters are in Sydney, Australia, but 80%+ of our team is remote. This role will be remote (you can work from home) but you must be able to work Australian Eastern Standard time hours (9am - 6pm AEST).
Day in the Life Be an expert in ShiftCare, so you can guide users and answer their questions
Keep track of client activity, notes, and next steps clearly inside of HubSpot and ChurnZero
Maintain a portfolio of clients and conduct regular check-ins in line with set KPIs
Create content, including webinars, videos, training, check-in articles, documents, email templates, and other resources that make it easier for clients to grasp complex concepts
Pro-actively analyse customer product usage and evaluate account health
Translate customer data into appropriate actions
Coordinate resources to drive feature adoption
Communicate with clients about new features and product releases
Effectively communicate customer feedback to ShiftCare Product team
Cross-department collaboration, including but not limited to Support, Sales, Product, and Marketing
Escalate issues as needed. Have judgment on what is user error, poor training, bugs in the product, and feature request.
Use data and what you discover from client interactions to identify growth and expansion opportunities
Work closely with the Operations team to drive growth for clients who want to expand
Introduce clients to features that are not yet used or newly released
Work closely with the head of CS to develop and prioritise a list of key and strategic process improvement projects and initiatives for the Customer Success team, aimed at increasing core KPIs, team efficiency, and customer satisfaction
Champion software and constantly evaluate usage to make sure our customers are fully utilising product features
Requirements Who You Are 1-2 years of relevant experience in a related area, such as Customer Success or Account Management
Minimum of 1-year experience working in a Customer Success role at a SaaS company
Experience with working with customer data to identify and follow up with customers who are high priority, at-risk or need to grow
Experience in conducting a EBRs and account reviews
Empathetic to customer needs, and serve as a trusted adviser
Be hungry, quick to learn, and quicker to execute
Be a good communicator, both verbal and written. Able to explain concepts clearly and concisely
Have a long-term vision of working and growing with a successful start-up and stay with the team for at least 2 to 4 years
Detail-oriented. Keeping track of notes in our CRM is a must
Must have a high-speed and stable primary and backup internet connection ( at least 10 Mbps ). Please note that we will require you to submit a document showing a screenshot of your speed test results.
Nice to Have Startup experience of 1 to 3 years
Knowledge in building out CS processes via platforms such as HubSpot, Intercom, ChurnZero.
Why Join ShiftCare? Fast-track Growth: Experience quick career advancement in our growth-oriented environment, ensuring your potential is recognised and rewarded.
Job Security: Rest easy with stable ownership and meticulous team growth management, building your career on a foundation of stability and forward-thinking.
Professional Development Opportunities: Access various training programs, online courses, workshops, and coaching sessions for continuous professional and personal growth.
Remote Work: Embrace a work-life balance with remote work options, supported by necessary technology and tools for efficient and effective performance.
At Shiftcare, we prioritise creating a workplace where employees can thrive both professionally and personally.
If you are a driven and experienced Customer Success Manager with a passion for health-tech and want an opportunity to be immersed in career defining work, we encourage you to apply.
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