Customer Success Manager ANZ
Core
Guide enterprise clients through onboarding, training, and renewal to drive retention, adoption, and revenue growth for the Soprano CPaaS platform.
Role type
Senior Customer Success Manager (SaaS/CPaaS)
Builds
Customer retention, platform adoption, and commercial growth for enterprise communication clients
Domain
Enterprise Communications / CPaaS (Communication Platform as a Service)
Required skills
Client relationship management, churn mitigation, renewal negotiation, onboarding execution, gap analysis, workshop facilitation, project governance, analytical thinking, problem-solving
Preferred skills
Jira, ChurnZero, Salesforce CRM
Responsibilities
Coordinate client handover and onboarding; drive retention and growth for valuable customers; maintain high satisfaction scores; enable platform adoption via assets and training; cultivate customer advocates; collaborate on new use cases and pilots; represent channel voice in product roadmap; manage critical incidents and post-incident reviews; develop self-service resources; foster user communities.
Seniority
Senior, hands-on IC