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 UsWe 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 LifeBe an expert in ShiftCare, so you can guide users and answer their questionsKeep track of client activity, notes, and next steps clearly inside of HubSpot and ChurnZeroMaintain a portfolio of clients and conduct regular check-ins in line with set KPIsCreate content, including webinars, videos, training, check-in articles, documents, email templates, and other resources that make it easier for clients to grasp complex conceptsPro-actively analyse customer product usage and evaluate account healthTranslate customer data into appropriate actionsCoordinate resources to drive feature adoptionCommunicate with clients about new features and product releasesEffectively communicate customer feedback to ShiftCare Product teamCross-department collaboration, including but not limited to Support, Sales, Product, and MarketingEscalate 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 opportunitiesWork closely with the Operations team to drive growth for clients who want to expandIntroduce clients to features that are not yet used or newly releasedWork 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 satisfactionChampion software and constantly evaluate usage to make sure our customers are fully utilising product featuresRequirements
Who You Are1-2 years of relevant experience in a related area, such as Customer Success or Account ManagementMinimum of 1-year experience working in a Customer Success role at a SaaS companyExperience with working with customer data to identify and follow up with customers who are high priority, at-risk or need to growExperience in conducting a EBRs and account reviewsEmpathetic to customer needs, and serve as a trusted adviserBe hungry, quick to learn, and quicker to executeBe a good communicator, both verbal and written. Able to explain concepts clearly and conciselyHave a long-term vision of working and growing with a successful start-up and stay with the team for at least 2 to 4 yearsDetail-oriented. Keeping track of notes in our CRM is a mustMust 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 HaveStartup experience of 1 to 3 yearsKnowledge 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.Like this career? Share it with others.
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