Customer Success Manager

Customer Success Manager

ShiftCare is a fast-growing SaaS scale-up and its innovative software is a market leader which helps Australian, American & Canadian disability support providers, in-home aged carers, and allied health professionals to streamline the way they work by creating efficiencies in rostering, client management, and billing, enabling businesses to grow.

We are looking for a motivated and experienced Customer Success Manager to champion the high standard of excellence demonstrated by our team on a daily basis. Our ideal candidate will be responsible for engaging and managing relationships with our customers, ensuring their satisfaction with our product and services, and driving retention and expansion of our customer base. Very importantly, you will act as the key support and technical escalation point.

Responsibilities

• Develop a deep understanding of our product and its features, and work closely with customers to help them get the most out of our solution
• Build and maintain strong relationships with our customers, acting as their primary point of contact for any questions, concerns, or issues that may arise
• Act as the key point of technical and support escalation
• Take ownership of the customer onboarding process, collaborate closely with different stakeholders to understand requirements, and ensure the onboarding experience is seamless for our customers
• Monitor customer health and engagement metrics, and develop and execute strategies to improve retention and reduce churn
• Drive adoption and usage of our product by providing guidance, training, and best practices to our customers
• Ensure SLAs are met and workload managed across all allocated onboarding setups
• Build relationships with cross-functional teams (Operations, Engineering, Sales, Product, Marketing) to deliver the best experience for our clients and raise the company's NPS
• Represent the voice of the customer to internal teams, and provide feedback and insights to help drive product and service improvements
• Proactively identify opportunities to upsell and cross-sell our services, and work with the Sales team to close new business