Customer Success Manager

Amplified Intelligence is a cutting-edge SaaS business changing the way media is valued and measured.
We are seeking a passionate and results-driven Customer Success Manager to join our team. You will be the undisputed product specialist and a key player in Amplified’s regionalised commercial team, working the Customer Journey to provide support at various touchpoints.

Location: Sydney - WFH

Key Responsibilities:
Pre-sales support (Enterprise)
You’ll play a critical role in assisting Enterprise Sales Agents in their efforts to engage, educate, and
ultimately win over prospective enterprise-level clients. Here's a breakdown of your tasks and
responsibilities:
● Develop an in-depth understanding of our SaaS products and services, including their features,
functionalities, and capabilities.
● Stay updated on industry trends and competitive solutions to effectively position our offerings.
● Create customised pitches and presentations tailored to each client's unique requirements.
● Attend sales meetings, both in-person and virtually, to assist Enterprise Sales Agents in
addressing client queries and concerns.
● Collaborate to set meeting agendas and provide technical and product insights.
● Assist in the completion of Request for Proposal (RFP) and Request for Information (RFI)
documents by providing accurate and compelling responses.
● Ensure that all responses align with the client's specific requirements.
● Coordinate and facilitate Proof of Concept (PoC) projects as needed, demonstrating the practical
application of our solutions within the client's environment.

Customer Success (Enterprise & SaaS)
For our existing customer base, your primary responsibility will be to understand their needs,
demonstrate the value of our SaaS products, and ensure their success through effective onboarding,
training, and ongoing support.
1. Client Engagement:
● Proactively engage with prospective and existing clients to understand their business goals,
challenges, and requirements.
● Conduct product demonstrations and presentations to showcase the capabilities and benefits of
our SaaS solutions.
● Collaborate with the sales team to support pre-sales activities and help clients make informed
decisions.
2. Onboarding and Training:
● Lead the onboarding process for new clients, ensuring a smooth transition into using our
software.
● Develop and deliver training sessions, webinars, and documentation to educate clients on
product features and best practices.
● Monitor client progress and provide guidance to ensure they are maximizing the value of our
products.
3. Relationship Management:
● Build and maintain strong, long-term relationships with clients, acting as their trusted advisor.
● Understand client objectives and help them create strategic plans to achieve their goals using
our software.
● Regularly check in with clients to gather feedback, address concerns, and provide exceptional
customer support.
4. Customer Retention and Expansion:
● Work with sales agents to identify opportunities for upselling or cross-selling additional products
or services to existing clients.
● Align with the sales team to renew client contracts and prevent churn.
● Collaborate with the product development team to relay client feedback and contribute to
product improvement.
Qualifications:
● Bachelor's degree in business, technology, or a related field (preferred).
● Proven experience in Customer Success, pre-sales, or a related role within the SaaS industry.
● Strong communication and presentation skills.
● Excellent problem-solving and interpersonal skills.
● Technical aptitude and the ability to quickly learn and understand SaaS products.
● Proficiency in CRM software and customer support tools.
● A customer-centric mindset and a passion for helping clients succeed.