Customer Success Manager

Description

We are seeking a motivated Customer Success Manager to join our global team at Accelo. In this role youll be at the forefront of client relations building and nurturing partnerships with our clients to optimize their use of our product and support their account growth. You will lead Business Reviews (BRs) to drive proactive engagement providing key insights and value updates that strengthen customer relationships and help mitigate churn. Working closely with various departments including product management engineering sales technical support implementation and marketing youll ensure seamless cross-functional collaboration and superior customer experience. Youll report to the Strategic Accounts Team Manager.

Key Responsibilities

• Build and Maintain Strong Client Relationships: Develop trusted advisor relationships with key stakeholders executive sponsors and end-users to foster client loyalty and long-term satisfaction. Serve as the primary point of contact and escalation for client champions beginning with implementation and continuing through the entire account lifecycle.

• Cross-Functional Coordination: Collaborate with support engineering and management teams to meet performance objectives and fulfill client expectations coordinating resources to resolve client issues efficiently.

• Client Retention and Churn Mitigation: Employ proactive strategies and tools to reduce client churn risk and secure long-term retention ensuring account stability and growth.

• Data-Driven Client Insights: Regularly analyze client data to identify trends usage patterns and potential issues enabling targeted recommendations and proactive solutions aligned with client goals. Track and report on key performance metrics (e.g. account health score retention rates upsell revenue) to optimize account management strategies.

• Recurring Business Reviews: Conduct quarterly business reviews (BRs) to discuss progress gather feedback align on goals and present new features or solutions.

• Product Advocacy and Feedback: Advocate for client needs in the product development process collaborating with product management to represent critical client feedback in the roadmap. Leverage NPS and CSAT insights to support improvement initiatives.

• Revenue Growth through Upsell and Cross-Sell: Identify opportunities and implement tailored upsell and cross-sell strategies focusing on long-term growth and renewal.

• Client Onboarding Improvement: Partner with the implementation team to continuously enhance the client onboarding experience ensuring clients achieve rapid time-to-value.

First Month Goals

You will familiarize yourself with Accelos customer journey focusing on the customer journey from engagement to renewal while building strong relationships with Technical Consulting Implementation and other key stakeholders. You will gain a foundational understanding of the Accelo product through structured training and self-directed onboarding - from the current offering to the future priorities of our roadmap.

First Quarter Goals

You will take responsibility for managing your portfolio of clients managing their day to day escalations as needed while prioritizing proactive customer relationships through business reviews and success plans. You will work closely with the expansion team to coordinate renewal conversations as well as drive customer adoption throughout the duration of term - aiming for strong customer health and long standing relationships!

Qualifications

• 2-3 years of experience in a client-facing role - ideal candidate has had Account Management Customer Success or Sales experience in an adjacent field.

• Outstanding phone presence with patience and a friendly approach.

• Exceptional presentation skills and ability to present information to stakeholders internally and externally.

• Strong written and verbal communication skills.

• A strong passion for client success and a collaborative mindset.

• Ability to translate complex concepts for clients with varying technical expertise.

• Demonstrated ability to manage complex accounts and engage with both technical contacts and C-level executives.

• Genuine enthusiasm for teaching and supporting clients in using a professional services automation platform.

Ideal Traits

• Proactive self-motivated and capable of working with a strong sense of urgency.

• A team player with high emotional intelligence a positive attitude and a sense of humor.

• Adaptability to thrive under pressure in a fast-paced startup environment.

• Strong analytical skills and a history of driving process improvements.

• Excellent time management attention to detail and follow-through.

• Strong technical understanding with the ability to advocate for both the application and implementation of our platform.

• Ability to prioritize effectively handle multiple projects and meet deadlines in a collaborative dynamic setting.

Preferred Skills

• Initiative and a proactive approach to tasks.

• A strong sense of team spirit and enthusiasm for building relationships.

• Comfortable working in a high-energy startup environment.

• Exceptional time management detail orientation and follow-up abilities.

• A strong technical aptitude and commitment to helping clients achieve success.

Where Youll Be

This role requires you to reside in the Wollongong area with the option to work from home two days a week. We are a global team with members in the US Philippines and Australia.

Working At Accelo

• Centrally located office with great access via public transport and a vibrant modern office with a large kitchen/dining area stocked with snacks fresh fruit drinks and a coffee and tea bar.

• Performance Bonuses

• Hybrid Work Model

• Life Events Program

• Employee Assistance Program

• Pet-Friendly Office

• Quarterly Employee Recognition Awards

• Breakout areas with table tennis darts and bean bags.

We are committed to building a diverse workforce as it helps us make better decisions succeed more quickly and better serve our global clients.

Accelo Careers

A couple things to note about the role and application process:

• We are an equal opportunity employer and warmly welcome diversity on our team.

• You must have the right to work in Australia; sponsorship is not available for this role.

About Accelo

Founded in 2011 in Wollongong Australia Accelo is a fast-growing SaaS company with a global presence - including teams across Australia the Philippines and the United States. Our mission is to empower Professional Service businesses to thrive with intelligent software enabling organizations to scale with confidence and achieve lasting success.

Accelo is the client work platform trusted by thousands of digital agencies engineering firms consultants and service teams worldwide. Our all-in-one solution integrates project management CRM billing and service delivery into a single powerful platform that streamlines operations enhances collaboration and drives exceptional client outcomes.

We believe in empowering people - both through our product and within our workplace. At Accelo your creativity passions and voice help shape not only our culture but also the evolution of our platform. If youre passionate about Professional Services and eager to contribute to a forward-thinking team wed love to hear from you.