Instant
Customer Success Manager
We make commerce, Instant!
Sales and Customer Success
Full-time
Hybrid | Sydney, NSW, AU · Our office days are Tuesday, Wednesday & Thursday. Most people work from home on Mondays & Fridays
Visa sponsorship · No
Mid Level · A role for someone with some well-developed knowledge and skills they can bring to the role and team. Typically after 2-5 years of experience.
2 vacancies available
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Why 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 — 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
- 👍🏼
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
- 💼
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
- 👥
Collaboration
Works with others by being open, clear in communication and listening to achieve goals
- 🛎
Service orientation
Actively seeks and develops strategies to help key stakeholders
- 💡
Problem solving
Identifies problems and develops logical solutions that address the problems
Meet the team
Applying with Hatch
Instant is using Hatch to accept applications for this role. Hatch helps you demonstrate your fit, no matter your background.
Learn more about Hatch