Breadcrumb Hiring for Customer Success Manager at Cremorne, Victoria, Australia Full Time

About 1Breadcrumb

1Breadcrumb is a rapidly growing construction tech start-up with an award-winning platform aiming to empower construction site workers. Founded in Melbourne in April 2020, the platform is used in 4 countries and has become the default safety solution in the Australian mid-market. Off the back of this success, we’re expanding the team and looking for our next ambitious individual.

About the role

We’re seeking a passionate Customer Success Manager who possesses a strong drive for results and wants to be a part of an early-stage company. You will play a pivotal role in supporting customers post-sales to derive value from our product becoming loyal, long-term customers.

This is a challenging and exciting role to be part of a young and dynamic company full of opportunity to grow. You will work cross-functionally with teams such as support, product, sales and marketing to ensure customers gain maximum value from our product.

What you’ll be doing

You will own the customer relationship post-sale, supporting them to gain value and achieve their goals from the platform. In addition, you will:

• Onboard customers with a focus on time-to-value, including: goal setting, managing stakeholders, configuring their accounts, and training.
• Keep customers engaged and using the platform with semi-regular check-ins
• Build customer loyalty
• Resolve customer issues when they arise, including user testing in the product and logging bugs for resolution
• Work closely with customers and internal teams to ensure customers are maximising their use of the product
• Identify retention risks and growth opportunities
• Maintain CRM data integrity for the customers you own
• Be the voice of the customer by communicating their wishes internally
• Manage customer renewals

About You

Ideally, you will have a minimum of 2 years Customer Success experience in a SaaS company. As well as the following:

• A knack for building relationships and gaining trust
• An entrepreneurial mindset
• Excellent written and verbal communication skills with customers, and internal team members
• Problem-solving, dispute resolution and decision-making ability for customer queries and escalations
• A curious mind with a go-getter attitude
• An open mind and thrives in a fast-paced environment
• A keenness to learn and grow
• Bachelor’s degree or equivalent experience
• Experience in SaaS customer success or working in construction

We encourage parent’s returning to work to apply.

• If this sounds like you, apply through LinkedIn or get in contact with ineke@1breadcrumb.com