ActivePipe, part of MoxiWorks, is the fast-growing innovative email marketing platform that uses intelligent automation to nurture clients and generate leads in the property and finance technology space that is experiencing tremendous success in the US, Australian & New Zealand markets. Designed to solve the specific challenges of real estate and mortgage broking professionals, ActivePipe enables its users to build relationships at scale and unlock the hidden opportunities in their database.The Senior Customer Success Manager (Mortgage Channel) is responsible for the ongoing retention of the Mortgage Brokers that use the ActivePipe product and for managing key initiatives that improve our product or processes.Your job is managing a portfolio of key clients, partners, and other external stakeholders, as well as working closely with internal teams such as sales, operations, product, and management.You will provide a senior level of support to the other CS members of the team and ensure we are providing customers with a world-class onboarding experience.Working closely with the other Customer Success Managers, VIP clients, and customers, you will ensure they maximise the value from our products and are satisfied with the services they receive while also seeking to improve areas of dissatisfaction.Customer Success Managers are subject matter experts; they must know our products inside and out. They are often called upon to provide support to customers or to provide training throughout the CX lifecycle. Their role is to help customers understand the best ways to utilise our products based on the customer’s business needs.ResponsibilitiesManage a VIP/Tier 1 client list with a personalised communication strategy to ensure product satisfaction and identify upsell opportunities.Manage a portfolio of standard mortgage clients in line with the CS Mortgage Handbook (e.g., prompt activation of new accounts, training clients).Lead and manage special projects aimed at enhancing operations, customer experience, or product quality, for example, data migrations and CRM integration improvements.Provide ongoing reporting for VIP clients and internal staff.Offer senior-level guidance and support to the team.Create and distribute monthly newsletters and recurring campaigns (e.g., RBA rate updates).QualificationsSenior customer management level experience handling Tier 1 clients and accounts and in sales/upselling, preferably within a SaaS environment.Knowledge of the Mortgage industry is favourable.Expertise in project management with multiple stakeholders managing the onboarding and implementation of customer accounts including liaising with team members in various departments, internal and external stakeholders as required.Proven track record meeting and exceeding sales targets.Exceptional communication skills, written and verbal, including effectively communicating the sales value proposition to customers.Technology savvy with the aptitude to take on intricate knowledge of ActivePipe’s products.Able to effectively articulate technical specifications of our suite of products including creating a tailored approach based on individual customer needs.Ability to influence and persuade.Organisational skills and the ability to multitask while effectively managing time.What we offerOn-Target Earnings $124-134k (base salary $100-110k, variable pay opportunity $24k) and super.Awesome co-workers.A hybrid/remote work environment, mostly WFH to start with occasional meetings/visits to our dog-friendly Cremorne office.Our people are our priority. We are an international community of supportive, fun-loving, hard-working performers who are passionate about ActivePipe's mission. Work somewhere where you are truly appreciated for your hard work and contributions during your remote days.Growth opportunity as we scale and cement our position as the leaders in our space.Paid Parental leave for primary and secondary carers.We have a team of extraordinary people who come to work and make a difference. Central to our core values are health, safety, our environment and diversity. We believe in equality for everyone, regardless of age, ethnicity, gender identity, religion, sexual orientation or disability.Core Values
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