Customer Success Manager

Reports to: Managing Director of APAC, Fonn Group

Key Relationships: Global Customer Success Team, local partners and customers in ANZ and across the world

About Fonn Group:

Fonn Group is a dynamic and innovative company providing world-class solutions in the media and technology sector with its tools Dina and Mimir. We are committed to delivering exceptional experiences to our customers and are looking for a proactive and dedicated Customer Success Manager (CSM) to join our APAC team.

Role Summary:

The CSM at Fonn Group will be a pivotal part of our customer journey, ensuring that every step from onboarding to contract renewal is handled with utmost care and expertise. As a guardian of customer relationships, the CSM will champion customer needs and work closely with the global CS team to deliver seamless support and service.

Key Responsibilities:

• Onboarding: Facilitate a smooth transition for new customers, ensuring they are fully equipped to utilize our solutions effectively.
• World-Class Support: Provide ongoing support to customers, addressing their needs and queries promptly to ensure satisfaction and product utilization.
• Quarterly Business Reviews (QBR): Conduct insightful QBRs to assess customer health, identify growth opportunities, and reinforce the value of our solutions.
• Contract Renewals: Drive the renewal process, negotiating terms and maintaining a clear line of communication to ensure continued partnership and success.

Candidate Expectations:

• Proactive Engagement: Demonstrate a forward-thinking approach, anticipating customer needs, coaching the team and customers on the products and staying ahead of potential challenges.
• Customer Journey Champion: Be present for the entire customer journey, providing consistent and reliable support every step of the way.
• Educator and Advisor: Educate customers on best practices, and challenge them to maximize their use of our products through regular reviews and follow-ups.
• Churn Prevention: Understand that customer adoption is key to retention and work strategically to ensure customers are realizing the full value of our solutions.

Qualifications:

• Proven experience in the technology or media sector.
• Strong communication and negotiation skills.
• Ability to work autonomously and as part of a global team.
• A track record of meeting or exceeding performance indicators.
• Experience in SaaS or software-related industries is highly regarded.

Why Join Us?

Fonn Group offers the chance to be part of a growing international company that values innovation, Customer Success, and employee growth. With us, you will have the opportunity to make a significant impact in a role that is critical to our success in the APAC region.