Customer Success Manager

DATAMESH

DataMesh Group is revolutionising the payment systems available to merchants and retailers, delivering integrated payment capabilities and valuable customer insights through bespoke payment and data processing solutions.

THE ROLE

The primary purpose of the Customer Success Manager role is to build strong, genuine and lasting relationships with customers, understand their needs and goals, and actively collaborate with them to maximise the value they derive from our offerings. By serving as a dedicated advocate for our customers, the CSM aims to drive customer retention, expansion, and overall loyalty, ultimately contributing to the long-term success and growth of both our customers and our business. 

We require this person to be based in Sydney NSW.

RESPONSIBILITIES

• Guide customers through onboarding for effective product usage and desired outcomes. 
• Establish regular communication to understand and address customer needs, challenges, and opportunities. 
• Provide proactive support, share resources, and address concerns promptly. 
• Identify and resolve critical issues affecting customer satisfaction promptly. 
• Collaborate with internal teams for action plans and serve as a point of contact for urgent concerns. 
• Monitor critical accounts to pre-emptively address potential issues and ensure Customer Success. 
• Understand customer business objectives and align solutions accordingly. 
• Identify expansion opportunities and upsell additional products/services when appropriate. 
• Encourage customer advocacy by identifying success stories and leveraging satisfied customers. 
• Collect and analyse customer feedback to drive product improvements and prioritise feature enhancements based on customer needs. 

REQUIREMENTS

• Successful track record in Business Analysis, Technical Pre-sales, or Customer Success, driving satisfaction, retention, and growth. 
• Proficient in Business Analysis methods, adept at understanding and documenting customer needs. 
• Skilled in technical pre-sales, able to explain complex concepts clearly to non-technical audiences. 
• Excellent listener with genuine care for understanding and meeting customer needs throughout their journey. 
• Strong communication skills, both written and verbal, for clear documentation and interaction. 
• Builds and maintains strong, trust-based relationships with customers and internal teams. 
• Effective problem-solver, proactive in identifying and resolving issues to achieve desired outcomes. 
• Adaptable to changing customer needs and industry trends, comfortable in dynamic environments. 
• Collaborative team player, working closely with sales, marketing, and product development teams. 
• Proficient in using Customer Success tools for tracking interactions and committed to ongoing learning and development. 

DataMesh Group is an Equal Opportunity employer. All qualified applicants will receive consideration for employment without regard to race, colour, religion, sex, sexual orientation and gender identity, national origin or disability.