CUSTOMER SUCCESS MANAGERJoin a leading SaaS company in Brisbane as a Customer Success Manager! Engage with government agencies to maximise value from a unique evidence management platform. Lead training, gather feedback, and advocate for customer needs. Your Key Responsibilities:Drive Client Success: Act as the primary point of contact for government agencies and regulatory bodies, ensuring clients achieve maximum value from our SaaS investigation and evidence management platform through proactive engagement and tailored support.Enhance Customer Experience: Lead onboarding, training, and continuous coaching to empower users, gather feedback for product improvements, and champion the customer's voice across the organisation to align services with their needs.Collaborate for Growth: Work closely with cross-functional teams to develop customer success processes, analyse satisfaction metrics, and implement strategies that enhance productivity and satisfaction, directly contributing to the company's growth.Engage with Customers: Serve as the primary point of contact for customers, building lasting relationships through regular engagement to understand their needs, goals, and challenges. Proactively communicate to ensure successful product adoption and satisfaction with services.Provide Training and Coaching: Lead onboarding, training, and continuous coaching sessions to enhance customers' understanding of product features. Educate users on best practices, offering tailored advice to help clients achieve their objectives effectively.Gather Feedback and Insights: Collect and analyse customer feedback to identify areas for product and experience improvement. Collaborate with product and engineering teams to integrate valuable insights into the product roadmap.Resolve Issues and Escalate as Needed: Identify and troubleshoot issues proactively, providing prompt solutions to ensure a smooth customer experience. Escalate issues as necessary while maintaining accountability and keeping customers informed.Develop and Implement Customer Success Processes: Create and refine customer success processes to drive productivity and satisfaction, including developing onboarding materials and defining customer engagement strategies.Report and Analyse Customer Success Metrics: Provide regular reports on customer satisfaction, usage, and engagement metrics. Use data insights to identify trends and support customer and company goals.Advocate for the Customer: Champion the customer's voice within Comtrac, collaborating with sales, marketing, product, and other teams to deliver a unified customer experience aligned with the company's mission.What will you bring to the role?Proven track record in Customer Success, particularly within a SaaS or technology-focused environment.Experience with government and/or professional services, demonstrating a strong understanding of their unique requirements.Target/KPI-oriented mindset, with experience working towards measurable success.Proficient in using SaaS products and familiar with CRM tools (e.g., HubSpot) for tracking customer interactions.Key SkillsExcellent communication, interpersonal, and relationship-building skills.High attention to detail and strong organisational abilities.Ability to work independently and collaboratively within a team.Analytical mindset focused on continuous improvement.This is an exceptional opportunity for a passionate Customer Success Manager to join Comtrac and make a direct impact on customer experiences and the company's growth. Please submit your resume along with a cover letter addressing the selection criteria and outlining your suitability for the role. For a confidential discussion please contact Nick Hines on .
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