Customer Success Manager

Job Description

Role Responsibilities

• Build relationships with assigned customers and promote goodwill between schools and Veracross, working over email, ticketing, video, and phone across APAC time zones. 
• Drive retention and manage churn through proactive monitoring of customer health and satisfaction, identifying and addressing barriers to successful adoption and expansion. 
• Manage a high-volume book with discipline: triage by risk, prioritise effectively, and maintain coverage so that no account goes dark. 
• Assess customer needs and surface opportunities for additional products and services across the Veracross family, including Digistorm, Magnus, and Firefly, passing qualified leads to Sales. 
• Serve as an escalation path for customers, working to identify and remove barriers and coordinating internal resources to expedite resolutions or build action plans. 
• Collaborate with Support, Implementation, and Product to align on account strategy, ensure successful use of the software, and protect renewal opportunities. 
• Maintain accurate, current records in Salesforce and Catalyst.io for health monitoring, risk tracking, task management, and account planning. 

Requirements

• Bachelor’s Degree or equivalent customer service experience. 
  • Customer success or account management experience, ideally in SaaS. Experience in high-energy, customer-facing roles. Demonstrated success managing multiple accounts at once and prioritising across a large or busy portfolio. Demonstrated success providing outstanding client service, evidenced by strong customer satisfaction or retention. Excellent written and verbal communication skills. Problem-solving and analytical skills, able to identify issues with a customer’s experience and propose lasting solutions. Ability to operate independently with appropriate guidance for the level. Experience contributing to a collaborative team and a positive culture.
  • Comfort supporting accounts across AUD, NZD, and a smaller set of USD-billed international schools, and across multiple APAC time zones. 

Are you interested in this position?
Apply by clicking on the “Apply Now” button below!
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