Manager, Customer Success Brief Description
Are you ready to take on a key role in a dynamic Customer Success team? Do you have a passion for technology and a desire to be part of an innovative, market‐leading organization? If you thrive in a fast‐paced global environment and are eager to contribute to our continued success, we invite you to apply and explore this exciting opportunity with us!
Summary
As the Manager of Customer Success at Smart Communications, you will lead a team of skilled Customer Success Managers focused on ensuring customer value, improving retention, and maximizing customer satisfaction. In this role, you will lead, train, and mentor a high‐performing team dedicated to providing strategic guidance to our APAC customer base. With a deep understanding of our customers' unique challenges, you will drive initiatives that align with their evolving needs and champion a proactive, data‐driven approach to customer success. Collaborating closely with our sales, marketing, and product teams, you will develop strategies to drive customer engagement, improve renewal predictability, and increase product adoption. As a leader within our results‐driven, customer‐centric organization, you will be responsible for building a sustainable framework for customer success, ensuring that every customer realizes the full potential of our solutions. Your success will be measured by your team's impact on customer retention, satisfaction, and utilization.
About Smart Communications
Smart Communications is the trusted choice for regulated enterprises looking to modernise complex processes and connect with customers in the moments that matter most. Our Conversation CloudTM platform powers frictionless, compliant, digital‐first experiences through omnichannel communications, intelligent data capture, and secure digital archival. More than 650 enterprises worldwide—including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp—rely on Smart Communications to reduce compliance risk, boost operational efficiency, lower costs, and fast‐track digital transformation that fuels business growth and elevates the customer experience. With more than 30 pre‐built connectors, Smart Communications' cloud‐native platform integrates effortlessly with the world's most trusted enterprise systems including Salesforce, Guidewire, DuckCreek, OneSpan, and Pega, enabling more than 60 billion mission‐critical customer conversations globally, and driving faster time to value.
Who are you?
You are a passionate and strategic leader, ready to shape the customer journey for a rapidly growing portfolio. With a deep understanding of customer needs and a commitment to excellence, you're excited to empower your team to deliver outstanding experiences that drive customer satisfaction, retention, and growth. You're proactive, data‐driven, and collaborative, adept at building strong cross‐functional relationships and driving impactful change. If you're looking to lead and inspire in a fast‐paced, customer‐focused environment, we'd love to meet you!
The responsibilities of the role include:
* Establish and track key performance metrics (KPIs) to assess the health of customer accounts, team performance, and success initiatives.
* Serve as an escalation point for customer issues, collaborating with cross‐functional teams to resolve challenges and improve the overall customer experience.
* Proactively address at‐risk accounts by implementing effective intervention strategies, reducing churn, and driving customer satisfaction.
* Provide ongoing coaching, professional development, and performance evaluations to cultivate a high‐performing team.
* Ensure the team consistently meets or exceeds renewal rates, utilisation targets, and customer health objectives.
* Act as a customer advocate within the organisation, representing their needs and priorities to internal teams.
* Develop and implement scalable processes to improve the consistency and quality of customer success engagements.
* Work with cross‐functional leaders to streamline processes, improve handoffs, and ensure a seamless customer journey from onboarding through renewal.
* Implement and own an annual renewal forecast, proactively identifying and mitigating risk, using data insights and customer feedback.
* Proven ability to influence enterprise customers and executive stakeholders effectively.
* Create and refine CSM playbooks, identifying the proper engagement model for various customer tiers and industries.
Performance Indicators
* Customer renewal rates and retention
* Renewal forecasting and opportunity management
* Product adoption and utilisation
* Team health and employee morale
What we're looking for:
Skills/ Experience:
* 5+ years of experience in customer success or account management, with 3+ years in a people management role leading high‐performing Customer Success or Account Management teams, ideally within a Cloud/SaaS environment.
* Proven ability to coach, mentor,and develop teams, with a track record of fostering engagement and professional growth within a results‐driven environment.
* Strategic relationship‐building experience with a focus on retention, growth, and product adoption, including a strong understanding of customer lifecycle management.
* Exceptional presentation and communication skills, capable of effectively engaging with stakeholders at all levels, including C‐suite executives.
* Influential interpersonal skills, with the confidence to advocate for customer and team needs and effectively balance competing priorities.
* Solid understanding of the CCM industry, especially within core verticals like Insurance, Healthcare, Government and Financial Services.
* Advanced proficiency in Salesforce, BI tools, and the complete suite of MS Office products.
* Ability to lead team performance in achieving quarterly and annual renewal and adoption metrics, consistently meeting or exceeding target.
We look for the following SMART values in everyone we hire at Smart Communications:
* S – Speak Openly – We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We're not complainers we're problem solvers.
* M – Make a Difference – We focus on the things that matter and prioritise the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don't sit on the sidelines.
* A – Agile & Flexible – We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask "why?" so that we can help remove complexity. We don't allow hurdles to get in our way.
* R – Results‐Focused – We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things. We don't believe in being busy for the sake of being busy, we focus on productivity.
* T – Teamwork – We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers. We don't want anyone to feel disengaged, we're in this together!
What's the deal?
We will provide you with the tools, equipment and support to give you the best possible chance of success and over‐achieving your goals. Salary will depend on your experience and will be highly competitive. All our packages include an annual bonus based on the Company's performance, so we are all incentivised to over‐achieve!
In addition to a friendly, flexible and fun working environment, we provide a range of other benefits, including vision benefits, subsidised gym membership, 20 days holiday allowance plus and additional day off for your birthday!
Located in the heart of the city in both Sydney and Canberra, our offices are a friendly, tight‐knit environment that house our APAC Sales, Marketing, Technology, Customer and Corporate teams. This role has a hybrid setup with occasional work from the office required.
So, if we interest you, please let us know by applying for this position and tell us all about yourself.
Please note: we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.
To learn more about Smart Communications visit:
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