Customer Success Manager

Instant

We make commerce, Instant!

Instant is a technology company on a mission to build, transform and create the future of commerce— powering the engine of a frictionless economy, for billions of people across the globe.

We take the high-friction complexities out of completing a purchase online, and started with our rapidly growing checkout product just 12 months ago! As we expand our product suite and infrastructure, we’re quickly embarking on the journey of making the experience of buying and shopping across the internet, Instant (hence the name!)— at every stage of the journey. We’ve raised over $3.5m in venture capital, as Australia’s biggest pre-seed funding round ever known to date.

Instant is looking for a highly collaborative and outcome-oriented Customer Success Manager to play a critical role in delivering a rewarding, sticky and satisfying experience for our valued customers — proactively guiding the customer throughout their journey with Instant to create a great commercial relationship. This includes rapid onboarding, implementation, and adoption as well as establishing, tracking, and reporting on shared success criteria.

As a Customer Success Manager, you will:

• Serve as the primary point of contact for existing customers, driving satisfaction.
• Manage all post-sales activity and enterprise customers through strong relationship-building, product knowledge, planning and execution of their bespoke Customer Success plan.
• Ensure customer satisfaction that leads to holding our product stickiness, customer satisfaction and currently 0% churn rate.
• Host regular check-ins with customers as well as quarterly business reviews to ensure adoption and sharing of success metrics such as conversion rate increase and revenue uplift.
• Answer questions and facilitate data requests, user feedback, and bug reporting to the product team.
• Act as Voice of the Customer internally to represent customer needs and wants.
• Identify and qualify cross-sell and up-sell opportunities and work with the sales teams to grow revenue from existing customers

• 👍🏼 Adoption and Success Management
  

  Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice

• 💼 Account Retention and Expansion
  

  Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions

• 👥 Collaboration
  

  Works with others by being open, clear in communication and listening to achieve goals

• 🛎 Service orientation
  

  Actively seeks and develops strategies to help key stakeholders

• 💡 Problem solving
  

  Identifies problems and develops logical solutions that address the problems

Instant is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.