Customer Success Manager

• Mission driven tech company
• Remote Australia-wide role
• Salary: 90k - 100k + options
• Great benefits and flexible, friendly culture

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About us
We're a mission-led cloud-based construction tech startup. Sean McCreanor (co-founder and CEO) started Assignar in 2014 after experiencing the painful lack of offerings available to him as a contractor to run his own business operations. Cut to present and Assignar works with hundreds of customers, ranging from multinational, multi-billion-dollar companies to specialist contractors.
We've found product-market fit: Assignar is an all-in-one platform, now leading the way in digital construction operations built for contractors. We enable teams to have real-time visibility on jobsites to successfully schedule the right workers to the right projects, track equipment efficiently, and make well-informed, data-driven decisions for future projects.
We have a talented and diverse global team. Assignar was born in Australia and is now headquartered in Denver, Colorado, with team members also in Aus and Colombia.
We offer competitive benefits that support employees and their families. Some of our benefits include:

• Quarterly mental health days
• Flexible work hours
• 16 weeks paid parental leave
• Employee Stock Options - everyone has the opportunity to own a slice of the business, no matter how senior you are or what role you're in
• Up-skill training opportunities, coaching, and training

About you
That's enough about us. Let's chat about you! To enable us on our growth trajectory, we're searching for a Customer Success Manager to partner with our strategic customers post-sale to drive adoption and ensure customer satisfaction, growth and retention. To be successful in this role, you should be a strategic thinker and an excellent communicator who's able to earn our clients' trust.
You'll ideally bring with you:

• B2B SaaS Customer Success, account management, consulting and/or sales experience working with accounts (up to $50k ARR)
• Ability to build and nurture trusted relationships
• Experience developing strategies to increase adoption of technology solutions
• Basic understanding of concepts related to customer integrations (e.g,, Single Sign-On, APIs, feature customization, etc.)
• Outstanding verbal and written communication skills
• Superior project and time management skills; excellent attention to detail
• Ability to adapt quickly in a fast-paced, start-up environment, but also an interest in helping build sustainable processes
• Love for teamwork and commitment to building a world-class, global customer experience together

Day to day, you will:

• Proactively own and manage the success of a portfolio of customers including renewals.
• Driving adoption, retention and advocacy of Assignar
• Be an expert on the Assignar Platform, with a understanding of our technology and construction industry
• Build and maintain trusted advisor relationships across the customer business
• Articulating a vision, strategy, and plans to customers
• Implementing solutions, training customers and managing customer programs
• Create a customer feedback loop with product management to surface customer requests and help translate customer feedback into product requirements
• Partner with marketing to develop customers for case studies and media opportunities
• Own the creation of internal and customer facing processes, programs and materials to improve the quality and efficiency of the Customer Success department

What you'll be doing

• Partnering with customers to create and execute on a adoption plan
• Run the renewal process with the customers, ensuring on time renewals
• Consulting customers on best practices
• Driving adoption, retention, and advocacy of Assignar
• Implementing solutions, training customers and managing customer programs
• Articulating a vision, strategy, and plans to customers
• Working closely with Sales, Product and Support teams to find the best solution for our customers

What you'll need

• Strong relationship and stakeholder management skills
• Familiarity with systems such as Salesforce and Zendesk
• Persuasion and presentation skills, with the ability to communicate up and down an organization underpinned by outstanding verbal and written communication skills
• Understanding of business acumen and operational workflow processes
• Ability to actively listen, understand customer pain points and take action

Nice to have

• A background in leveraging data through a variety of tools to inform and execute strategies that encourage product adoption
• Understanding of the construction industry and SaaS technology
• The ability to look for big ideas that can create value for customers

What success looks like
In the first month, you will go through extensive systems, processes and product training. Understanding all the ins and outs of the Assignar platform. You will shadow customer calls and pre-sales calls to understand how we work with customers. Ideally you will start to feel comfortable and confident talking to customers about the value that Assignar offers large enterprise customers.
Next steps:
Have we got your interest? Our recruitment process is:

• Submit your application via the ‘Breezy' link
• Phone screening with Luisa Deidun (People & Culture Manager)
• Interview with Melanie Niven (ANZ Team Lead, Customer Success)
• Interview with Laurie Lowe (Vice President of Client Services)
• Culture interview with Luisa Deidun (People & Culture Manager)

We commit to getting back to every application with a response.
We value equity, inclusion, belonging, and diversity at our company. All qualified applicants will receive consideration for employment without regard to race, colour, religion, gender identity, national origin, or any other applicable legally protected characteristic. Also - if you feel like you don't meet all the criteria above, please apply anyway! We don't want that to get in the way of meeting you.