Senior Customer Success Manager

Our practices cover strategy, operations, technology implementation, risk and human capital. Since 1893, the firm has opened offices in more than 30 cities. We write a lot: proposals, status reports, slide decks and final reports.

Job summary:

The Senior Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. Our headquarters is in Sydney, and about a third of the team works remotely from other countries. Employment is through our payroll partner in the Netherlands. Salary is paid monthly in euros. Core hours overlap with Sydney business hours until mid-afternoon.

Key responsibilities:

• Create help centre articles when the same question keeps coming up.
• Recruit happy customers for references and case studies.
• Run quarterly business reviews with customer stakeholders.
• Report monthly on churn risk and saves.
• Monitor usage and health scores in Gainsight and act on red flags.

Required qualifications:

• Working knowledge of Salesforce.
• Organised across many accounts at once.
• Able to learn a technical product and explain it in plain terms.
• Bachelor's degree or equivalent experience.
• Comfortable presenting to directors and VPs.

Preferred qualifications:

• Certified Customer Success Manager (CCSM) or similar.
• Prior implementation or onboarding role.
• Zendesk or Intercom experience.

Pay and benefits:

• Annual team retreat.
• Home office setup budget.
• Monthly internet allowance.
• Health insurance through our employer-of-record partner.
• Paid sick days.
• Two weeks of paid leave at year end.

Include your expected salary and earliest start date with your application.

Please submit your CV in English.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Wickhall Group Ltd.