Customer Success Specialist - Saas Platform

This hugely successful local technology business has over 300 customers in Australia and is about to scale across the US. It is the perfect time to join a business like this, presenting the opportunity to actively impact their journey and your own career as they grow.

This is a Part Time role - (9am - 3pm) 5 days a week, or similar hours.

As the Customer Success Specialist, you will play a pivotal role in ensuring customers derive maximum value from the platform. You'll be the primary point of contact for customers, guiding them through the onboarding process, providing ongoing support, and helping them unlock the full potential of the software.

Responsibilities:

• Lead the onboarding process for new customers, ensuring a smooth transition to the platform.
• Build strong relationships with customers, serving as their trusted advisor and advocate.
• Provide proactive support and guidance to help customers achieve their desired outcomes.
• Conduct regular check-ins with customers to assess satisfaction and identify opportunities for improvement.
• Collaborate closely with cross-functional teams, including sales, product development, and marketing, to ensure Customer Success.
• Gather customer feedback and insights to inform product enhancements and feature requests.
• Monitor customer health metrics and proactively address any issues or concerns.
• Drive customer retention and expansion opportunities through upselling and cross-selling initiatives.

• Experience in a customer-facing role, preferably in a SaaS or software company.
• Strong communication and interpersonal skills, with the ability to build rapport and trust with customers.
• Technical aptitude and ability to quickly learn and understand complex software solutions.
• Proactive mindset with a passion for problem-solving and delivering exceptional customer experiences.
• Experience with Customer Success platforms or CRM systems is a plus.
• Be highly organised, structured and detail focused.
• Ability to thrive in a fast-paced, collaborative environment.