Customer Success - Australia Clients - Remote

Job Summary

Required Qualifications

• •Minimum of 8 years experience in Renewals, or Customer Success management roles
• •Located in the Philippines
• •Demonstrated track record of achieving renewal rate and cash collection targets in a B2B SaaS or services environment
• •Experience managing a customer pipeline in a data-driven way: CRM hygiene, pipeline reporting, and forecasting
• •Proven ability to work cross-functionally with product, finance, and operations teams to resolve customer issues
• •Strong written and spoken English; ability to communicate clearly with Australian-market clients
• •Ownership: This shows reliability and helps build trust within the team. We move fast and need to know that everyone will see things through to completion and proactively help to get things back on track when challenges arise. Accountability is really important to us.
• •Humility: There is so much we don't know. Humility allows for open-mindedness to feedback and a willingness to learn from others. It paves the way for collaboration and creates a positive work environment. It is a key ingredient of self awareness and emotional intelligence.
• •Structured Thinking & Target Focused: Our business is complex with many layers (many services, many countries, many cultures). Regardless of whether you're more analytical or creative in nature, keeping in view our business goals and being able to show sound judgement is important to us. It ensures solutions are pragmatic and balance the needs of the organisation, team and customers.
• •Data driven: We are a data rich business with ~15,000 small customers. Each decision we make can impact many more people than we realise - so it's critical that we use sound data to support our strategies and review the success of our initiatives.
• •Can have tough conversations in a positive way: It's not a matter of if, but when difficult interpersonal situations arise. Disagreement, conflict and disappointment are a given in a fast moving business where people care about their work. People that proactively have tough conversations with kindness, build empathy, trust and great working relationships.
• •Your education
• •Any criminal history
• •Any political exposure
• •Any bankruptcy or adverse credit history
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