Customer Success Manager - SaaS

About IntelligenceBank

With an enviable, multi award winning product portfolio, IntelligenceBank is leading the way when it comes to innovative marketing operations solutions.

A rapidly scaling, innovative and enthusiastic organisation, we believe in surrounding ourselves with good people. We strive to deliver the best outcomes for our customers, our partners and our people and to deliver on our brand promise to “Make Work Seem Less”.

Our values underpin how we work and are at the core of everything we do.  

• Make the complex simple 

• We do what we say 

• Six star service 

• Spark innovation 

• Be great together 

• Excellence 

We're looking for a Customer Success Manager (CSM) to join our APAC Customer Success team.  Reporting to the Customer Success Director - APAC, as CSM you're responsible for building strong relationships, driving adoption & value realisation, and ensuring retention and growth across a portfolio of IntelligenceBank customers. Your performance is measured by customer retention rate, net revenue retention, revenue expansion and NPS scores.

This hybrid role is based in Melbourne with 2-3 days per week in the office. 

As Customer Success Manager, you will:

• Develop an in-depth understanding of the IntelligenceBank platform and its capabilities

• Build and maintain a pipeline of upsell and expansion opportunities within your customer portfolio

• Achieve a set target with core performance KPIs that support growth and retention

• Become the trusted advisor to a portfolio of IntelligenceBank’s customers

• Work with customers to define success, ensure adoption, retention, and expansion

• Continuously and repeatedly provide value to customers by being a source of best practices and ensuring they get the most value out of the IntelligenceBank platform

• Develop and execute on Account/Customer Success plans in keeping with account tier expectations

• Regularly engage with each customer on strategic and operations reviews

• Keep customers up to date with new and soon to be released features and enhancements most relevant to them

• Oversee customer’s Helpdesk/Support tickets and support if escalation is required

• Maintain accurate and up to date notes, contacts, opportunities, and activities against all assigned accounts in Salesforce

• Act as a liaison between the customer and the IntelligenceBank product team to represent the customer’s feedback accurately and advocate for their needs

• Identify new ways to improve our internal processes

This role will ideally suit a strong account manager with extensive enterprise SaaS sales experience. We have a few key requirements so please read on and see if you've got what it takes to be a part of our team:

• Demonstrated history of increasing account share of wallet across a diverse customer base

• Ability to develop strong customer relationships, manage expectations, and problem-solve

• Ability to present, communicate, and work effectively with others

• Outstanding discovery and listening skills

• Strong analytical skills and use of data to help drive adoption, uncover opportunities and risk.

• Experience with Digital Asset Management (DAM) or Marketing Operations (MOPs) / Project Management software a plus

• Experience with Salesforce and other SaaS tools a plus

• Understanding of the Marketing process a plus

Next Steps: 

Once you’ve applied, your application will be reviewed by one of our team and you’ll be updated by phone or email regarding its status. 

Our application process includes phone screening, face to face interviews covering behavioural and technical questions that address our values as well as the requirements of the role you’ve applied for and, finally, references and criminal history checks. 

So apply now and we look forward to getting to learn more about you!   

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