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Principal Customer Success Manager, Pacific Rim @ Particular Audience
Who we are
Particular Audience (PA) is an AI as a Service provider that partners with over 100 global brands including Petbarn, Dan Murphy's, Target, Mitre 10, Crocs, Raymour & Flanigan.
PA ingests over a billion product search data points annually to train AI that can see, read, predict and improve product discovery.
The company's products include vector site search, multi-modal product recommendations, automated product bundles, retail media, price match policy automation, competitor pricing insights and dynamic pricing.
Role Description
The Customer Success Manager will be responsible for supporting new and existing clients by managing development team delivery, problem solving, building strong relationships, product training, analytical reporting and conversion optimisation.
Manage client relationships
Drive upsells and expansion
Work with engineers to drive delivery on existing clients
Support sales by owning delivery of new client in partnership with the sales person
Technical upskilling, bug identification and fixing
Work with Global Head of Account Management and the product team to plan weekly prioritisation
Scoping and briefing developers
Work with product to relay client feedback and influence roadmap
The successful Customer Success Manager hire would be responsible for a revenue book of over $1.5m ARR.
Focused on expansion and renewals for the portfolio, with direct responsibility to support sales for servicing and retention of new logos.
Key Performance Indicator is Net Revenue Retention, i.e. the ability to grow your portfolio over time.
High performance candidates may also be given some responsibility for advertiser performance under our Retail Media portfolio.
This is a full-time on-site role located in Surry Hills.
If you want to work remotely, this isn't the right role for you.
We believe an in-person culture fosters the fastest learning, the best relationships and most opportunities to collaborate.
Qualifications
Experience in building and maintaining customer relationships
Analytical skills to interpret data, AB tests and develop concrete, testable hypotheses from which to optimise
Analytical skills for assessing customer data and retention levels
Ability to resolve customer issues and maintain customer satisfaction
Excellent written and verbal communication skills
Bachelor's degree preferred
Experience in the technology or eCommerce industry is a plus
Seniority level
Entry level
Employment type
Full-time
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