Customer Success Manager, APAC
On-siteMelbourne, Victoria, Australia
Job Summary
Build and nurture relationships with customer stakeholders to ensure ongoing platform adoption and maintain regular engagement throughout the customer lifecycle. Conduct Strategic Business Reviews to uncover insights, share product updates, and present thought leadership on improving customer strategies using our technology solutions. Collaborate on campaign ideas and digital strategies, offering creative solutions tailored to the platform while managing custom development projects and ensuring deadlines are met. Oversee new customer account setup and guide clients through training processes to maximize feature utilization. Act as an internal customer advocate, translating requirements into actionable tasks for product development and identifying upsell opportunities in collaboration with Inside Sales. Manage partner renewals and contribute to the product roadmap by working with Product and Marketing teams. This role requires on-site work in Melbourne with occasional travel and involves listening, engaging, and understanding to drive customer retention and growth.
Required Qualifications
- Diploma or Bachelors Degree in Communications, Business, Marketing, Sports Marketing or related field(s)
- 1-4 years experience in customer success/customer support, digital marketing, agency, account management, and/or business development ideally in SAAS or tech
- This role is based in Melbourne, Victoria (Richmond) and will require attendance at our office full time initially
- Experience working at a professional sports club or league is highly regarded
- Organized, detail-oriented and able to manage multiple projects while still meeting deadlines
- Expert-level communication and presentation skills (speaking, reading, writing)
- Excellent problem-solving and troubleshooting skills
- Professionalism, reliability and tact: able to work with everyone from c-level executives to day-to-day users
- Confidence, tact and entrepreneur-level independence
- Independent problem solver: able to tackle difficult issues and troubleshoot with little guidance/support
- Creativity, curiosity, and a drive for innovation
- Familiarity with Slack, Google Suite, JIRA/Open Project, Asana, Canva, Adobe Suite etc
Desired Qualifications
- Experience working at a professional sports club or league is highly regarded
- Experience with digital marketing for business, digital advertising and social media management is a bonus
- Keen interest or work experience in Sports or entertainment will be an asset
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