Customer Success Manager
Who is ShiftCare?
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
- Bachelor's degree in business, marketing, or related field
- 3+ years of experience in a customer success or professional, client-focused account servicing role, preferably within a SaaS business
- Outstanding execution and product demonstration abilities
- Strong communication and interpersonal skills, with the ability to build relationships with customers and internal stakeholders
- Excellent problem-solving skills, with the ability to identify and resolve complex issues
- Demonstrated ability to manage multiple projects and customers simultaneously
- Familiarity with customer success metrics, and the ability to analyze and interpret data to drive action
- Experience with CRM and customer engagement software (e.g. HubSpot, Intercom)
- Previous experience working with timesheet, payroll, or accounting software a bonus
- Ability to work independently and remotely, with a strong work ethic and time management skills
- Familiarity with our industry is a plus
Average salary estimate
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At ShiftCare, we're redefining the healthcare technology landscape, and we’re on the lookout for a passionate Customer Success Manager to join our dynamic team. If you’re ready to make an impact in a fast-growing SaaS scale-up that empowers Australian, American, and Canadian disability support providers, aged care professionals, and allied health workers, this is your chance! As a key player, you'll engage with our customers, ensuring they receive exceptional service while driving their journey towards success with our innovative software. You’ll be their go-to expert, providing deep insights into our product features and helping them achieve operational efficiencies. Your role will involve building strong relationships, managing onboarding, monitoring customer health, and collaborating with cross-functional teams to enhance their experience. You’ll also have the opportunity to identify opportunities for upselling, contributing to the growth of our customer base. If you have a knack for problem-solving, outstanding communication skills, and a background in customer success within the SaaS industry, you could be a perfect fit for ShiftCare. Join us in creating efficiencies that enable our clients to thrive and make a difference in the lives of those they serve.
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