Customer Success Manager
Job Summary
Job Description
Insider, a leading B2B SaaS company specializing in AI-native Customer Experience and Marketing platforms, is seeking a Customer Success Manager in Australia. This role involves being the primary point of contact for clients, understanding their needs, and ensuring they effectively utilize Insider's technology. The Customer Success Manager will monitor client adoption, collaborate with technical teams for support, and develop key account plans to enhance client value. Responsibilities include providing feedback on market trends, establishing trusted advisor relationships, and contributing to product development by suggesting new ideas. The ideal candidate will possess strong communication and interpersonal skills, a passion for technology and customer satisfaction, and the ability to thrive in a fast-paced startup environment.
Must have:
- University degree in Business, Marketing, Engineering, or related fields
- Digital marketing experience in a customer-oriented role
- Ability to build strong customer relationships, including at the executive level
- Excellent oral and written communication skills
- Self-motivated and tech-savvy
- Strong project and time management skills
- Passion for testing and improving outreach
- Ability to work in a fast-paced startup environment
- Understanding of basic web concepts and digital marketing
Good to have:
- Experience in a customer-oriented position
- Positive and energetic phone skills
- Exquisite listening skills
- Care for clients and ensuring their satisfaction
- Keen eye for detail
Perks:
- Access to Udemy's business plan with over 10,000 courses
- Opportunities to share skills and deliver trainings
- Paid Spotify account subscription
- International, diverse, and inclusive work environment
- Opportunity to work in a future-shaping industry
- Occasional TGIF happy hours
6 skills required
Job Details
Before jumping in on all the information about the role and what you can bring to the table, let us introduce ourselves real quick.
About us
We are Insider, a B2B SaaS company that drives growth for its clients around the world. How are we achieving this? We are the #1 AI-native platform for Customer Experience and Marketing—offers marketers a single platform to deliver unique experiences per person, drive profitable growth, and unleash peak productivity and efficiency. Our platform connects data across channels, predicts future behavior with AI, and individualizes experiences from a single platform.
We have just celebrated our $500M Series E funding round, led by General Atlantic. Before this, we’ve unlocked unicorn status following our Series D round. We are backed by top-notch investors, including Sequoia Capital, QIA, Riverwood, and Endeavor Catalyst, and trusted by 1200+ brands from high-growth startups to the most prestigious Fortune 500 companies such as Samsung, Coca-Cola, Nike, L’Oreal, Singapore Airlines, Virgin, Nestle, Nissan, Lenovo, Puma, IKEA, Allianz, Dominos, CNN, and the list goes on.
Having unlocked unicorn status, Insider was congratulated for becoming one of the only woman-founded, women-led B2B SaaS unicorns in the world, to achieve $200M in CARR (Committed Annual Recurring Revenue). Insider was named a leader in The Forrester Wave for Cross-Channel Campaign Management 2021, and Leader in the IDC MarketScape: Worldwide Omnichannel Marketing Platforms for B2C Enterprises 2023 Assessment. The company has been recognized in The Top 1% of all software companies worldwide in G2’s 2024 Software Awards, and named in The Top 10 Best Software Products with the most #1 rankings alongside other software legends like Google, Zoom, and Monday.com. According to G2’s Spring’24 reports. Insider is also the #1 G2 Leader in 6+ categories, including Customer Data Platforms (CDP), Personalization Engines, Personalization Software, Mobile Marketing, Customer Journey Analytics, and e-commerce Personalization.
When our team founded Insider, they not only sought to create a product company but also to build the most socially progressive technology community in the world. Through our corporate social responsibility initiatives like 100Projects SheCodes, SheLeads, and SheMarkables, our community has committed to scaling its impact into our communities across 27+ countries, spearheading transformative projects in areas such as health, education, farming, animal rights, and increasing the proportional representation of women in STEM careers.
Behind all these achievements, there is an exceptionally talented and passionate team across 27+ countries that moves fast and agile, creates cutting-edge products, and focuses on making an impact. If you want to join us on this journey, just keep reading.
You’re probably expecting an eye-catching, mesmerizing job description that will sweep you off your feet, flavoured with the coolest startup jargons. But, let’s be honest, nothing says more than the real experience, right? So we asked our team to tell us what their day-to-day is really like and, in a nutshell, this is what they told us.
Job Description
- You’ll be the face of Insider to our clients! You’ll be the bridge between their needs and our technology
- Help our clients understand their needs and which of our features and products best match their goals and expectations
- Make sure our clients are utilizing our technology at their best so that we can fully provide them our world-class service. You’ll monitor and facilitate the customer's adoption of our technology
- Work with our data-geeks (aka engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary
- Develop and maintain key account plans that identify opportunities to boost the value we’re looking to add to our clients’ organization
- Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client
- Establish a trusted adviser relationship that ensures our customer's overall satisfaction with our services and technology
- Plan strategies to help the customers meet their objectives, prioritizing and driving resolution on escalated customer issues
- Bring new product ideas to the table! As an account strategist, you will be helping our product and design gurus shape our product roadmap
What we expect from you.
- A university degree in Business, Marketing, Engineering, or related fields
- To have, to some extent, digital marketing related experience in a customer-oriented position
- Show us that “you’ve got what it takes” to collaborate and build strong relationships with customers, especially at the executive level
- Solid oral and written communication abilities, with positive and energetic phone skills and exquisite listening skills. Alas, we’ve got clients all over the world!
- Be a self-motivated and savvy tech bug, always in search for savvy solutions and ideas to improve our relationship with our clients
- Cherish one of our core ethos: care. You’ll need to care for our clients and make sure they feel at home with our products and our assistance Superior project and time management skills. A keen eye for detail is a plus!
- Passion for testing, measuring and improving outreach and follow up effectiveness
- The ability and flexibility to work in a fast-paced startup environment
- Solid understanding of basic web concepts and digital marketing.
Hold on! Life’s a two-way road! Here’s what you’ll enjoy while spending time with us (perks, anyone?)
- We offer many hard and soft skills trainings to help you improve and challenge yourself. You’ll have access to Udemy’s business plan, where you can choose over 10,000 courses to satisfy your hunger for knowledge.
- You’ll have space to share your skills and even deliver trainings and workshops if you wish. Sharing is caring!
- We’ll provide you with a paid Spotify account subscription, so you can cozy up in your headsets cocoon whenever you want
- You’ll have a chance to work in an international, diverse and inclusive environment
- You’ll be part of an industry that’s shaping the future of customer experiences.
- Don’t believe us? Just ask Google.
- Occasional TGIF happy hours!
We provide equal opportunity in a zero-discrimination workplace and not just welcome but also embrace everyone without regard to sex, race, color, nationality, religion, gender identity, sexual orientation, disability status, citizenship, or marital status.
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