Customer Success Manager

We make commerce, Instant!

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  • Sales and Customer Success

  • Full-time

  • Hybrid | Sydney, NSW, AU ยท Our office days are Tuesday, Wednesday & Thursday. Most people work from home on Mondays & Fridays

  • Visa sponsorship ยท No

  • Junior ยท A role for someone with some basic skills, good motivation and ability to learn. Typically less than 2 years of experience is required.

  • 2 vacancies available

  • ยท

Emily Omerovic

Hiring manager, Instant

Instant is a technology company on a mission to power the world's most innovative brands, driving their revenue and retention on autopilot. We have grown revenue 16x in the last 6 months, and want you to be a critical part of scaling up this velocity even further!

About the role

Instant is looking for a highly collaborative and outcome-oriented Customer Success Manager to play a critical role in delivering a rewarding, sticky and satisfying experience for our valued customers โ€” proactively guiding the customer throughout their journey with Instant to create a great commercial relationship. This includes rapid onboarding, implementation, and adoption as well as establishing, tracking, and reporting on shared success criteria.

As a Customer Success Manager, you will:

  • Serve as the primary point of contact for existing customers, driving satisfaction.
  • Manage all post-sales activity and enterprise customers through strong relationship-building, product knowledge, planning and execution of their bespoke customer success plan.
  • Ensure customer satisfaction that leads to holding our product stickiness, customer satisfaction and currently 0% churn rate.
  • Host regular check-ins with customers as well as quarterly business reviews to ensure adoption and sharing of success metrics such as conversion rate increase and revenue uplift.
  • Answer questions and facilitate data requests, user feedback, and bug reporting to the product team.
  • Act as Voice of the Customer internally to represent customer needs and wants.
  • Identify and qualify cross-sell and up-sell opportunities and work with the sales teams to grow revenue from existing customers

What you'll be responsible for

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    Adoption and Success Management

    Support customers gain value from the product / service. Including check-ins, training, addressing blockers to adoption, and providing best practice advice

  • ๐Ÿ’ผ

    Account Retention and Expansion

    Proactively identify opportunities for expansion and limit risk of churn by collaborating with clients to deliver on actions

Skills you'll need

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    Works with others by being open, clear in communication and listening to achieve goals

  • ๐Ÿ›Ž

    Service orientation

    Actively seeks and develops strategies to help key stakeholders

  • ๐Ÿ’ก

    Problem solving

    Identifies problems and develops logical solutions that address the problems

Meet the team



Applying with Hatch

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