Customer Success Manager

Cuttable is an innovative B2B SaaS startup revolutionising how the world's biggest brands create high-quality, beautiful video ads in seconds. We're on a mission to eliminate the hassle of traditional ad creation and help brands reach their audience across all media platforms effortlessly.

About the Role:

We are hiring a dedicated Customer Success Manager to bridge the gap between our sales and customer teams. This role is essential for ensuring that our customers' expectations are not only met but exceeded. You'll be the face of Cuttable for new clients, guiding them through implementation, onboarding, and ongoing support to deliver a wow-inducing experience.

Responsibilities:

• Customer Objectives Support: Understand customers' operations, success metrics, and challenges to provide tailored solutions that help them achieve their business goals.
• Platform Expertise: Develop deep expertise in the Cuttable platform, guiding customers to fully leverage its functionalities and connect with the broader user community.
• Customer Success Strategy: Implement a Customer Success strategy to accelerate time-to-value, boost product adoption, enhance customer satisfaction (e.g., NPS scores), achieve high retention and renewal rates, and maximise customer lifetime value.
• Customer Relationship Building: Establish and maintain strong relationships with customers at all levels, identifying opportunities for improvement and growth within their use of Cuttable.
• Implementation Metrics: Ensure the timely delivery of implementation metrics, minimising customer time-to-value and expediting their path to success.
• Metrics Analysis and Reporting: Measure, analyse, and report on internal Customer Success and onboarding metrics to track progress and identify areas for improvement.
• Customer Feedback Loop: Design and automate a top-tier customer feedback loop, advocating for customer needs and collaborating closely with product and engineering teams to develop impactful new platform features and solutions.
• Process Optimization: Continuously optimise the implementation process, build a repository of testimonials and case studies, and keep leadership informed of industry trends and developments.
• Continuing Professional Development: Commit to professional growth through formal development plans and self-initiative.

Experience and Qualifications:

Like with most startups, there’s no such thing as “that’s not my job”, we’re all jumping in to execute or fix what we can. Sometimes the path forward is clear, other times it’s not, so you’ll need to be comfortable with not always having all the information but pushing on regardless. 

Our ideal skill mix for this role is someone with a B2B SaaS background and advertising agency experience. This means you’ll have a solid CS process mixed with some of the technical understanding of how our clients think and operate. We realise that this might be a big ask though, so we’re open to upskilling on the technical side if need be.

These are our requirements;

• Essential:
  • Experience in a similar role within a B2B SaaS business (preferably Martech).
  • Well-developed stakeholder management skills.
  • Commercial acumen and decision-making abilities.
  • Excellent organisational, written and verbal communication, and presentation skills.
  • Demonstrated empathy for customers and their challenges.
• Preferred:
  • A solid understanding of Social Media and Digital Marketing.
  • A commercial understanding of Marketing Technology.
  • Experience working with enterprise-level customers.
  • Technical skill and competency to address high-level client questions.
  • Ability to work independently with little guidance and troubleshoot effectively.
  • Experience in a fast-paced, startup environment.
  • A relevant degree or formal qualification.

Why Join Cuttable?

There are several reasons to join us, and we could rattle off a list of things, but it really is about building a brand new company and a world-first product. 

We’re based on Chapel St near Prahran Markets, in a newly fitted out office that is all our own. We have plenty of desk space (sit/stand desks and Aeron chairs btw), meeting areas and of course white boards for post-it notes and chin rubbing. 

We dont have it all figured out perfectly yet, but we’re getting there and you’ll get to be a part of our evolution. 

If you do make the leap, you’ll find an:

• Innovative Environment: Be part of a pioneering team that's transforming the ad creation landscape.
• Professional Growth: Continuous opportunities for professional development and career advancement.
• Collaborative Culture: Work with a passionate team that values collaboration and open communication.
• Impactful Role: Play a crucial role in driving not only Customer Success but also shaping the future of our platform.

"Cuttable is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. Research shows that while men apply for jobs when they meet an average of 60% of the criteria, women and other marginalized groups tend to only apply when they check every box. So, if you think you have what it takes, but you don’t meet every single point in our job ad, please still get in touch! “

Join us and help to build a brilliant business.