Job Description
The Customer Success Manager (SME) is responsible for maintaining strong relationships with HSI's small-medium clients, supporting their experience with HSI products and services, achieving account growth (upsell) and retaining the license long term (renewal).
This role requires excellent communication and business acumen, a strong understanding of product
capability and solution based selling expertise to optimise the customer experience and add value with
HSI products.
In order to be successful, the CSM needs to excel at internal and external stakeholder engagement,
align customer objectives to solutions within the HSI suite of products & services, identify and mitigate
retention risk and advocate for the customer.
Essential Functions
Plan and lead regular client account meetings
Build and maintain relationships with key stakeholders(internal and external)
Develop and report on Customer Success Plans
Have an understanding of, and support the client’s overall product objectives and future strategy
Proactively manage account retention to achieve renewal quota
Identify and pursue opportunities for account growth and achieve upsell quota Provide system
demonstrations to clients to facilitate upsell opportunities
Work with clients to ensure appropriate configuration and optimal use of product(s)
Advocate for the customer by sharing insights and feedback to support product enhancement and
improvement
Contribute to client retention strategies and projects
Maintain knowledge of contract obligations
Engage the HSIsupport team to service the customer in accordance with SLA’s
Maintain client records, renewals & upsell oppsin CRM and other tools
Gather customer insights and identify trends and patterns for business improvement
Formatted: Normal, Indent: Hanging: 0.63 cm
Formatted: Indent: Hanging: 0.63 cm
Oversee customer escalations and work with internal stakeholders to achieve resolution
Contribute to and share best practice with team membersto continually look at
opportunities to improve the quality, effectiveness and efficiency of our processes
Solicit customer insights & share with relevant stakeholders
KPI’s
Annual renewal quota
Annual upsell quota
Competencies
Driven to support a great customer experience & achieve renewal / upsell quota
Ownership of client portfolio and deliverables to ensure client needs are met
Outstanding communication to build rapport with internal and external stakeholders
Resourceful with the ability to work both as part of a team, and autonomously
Solution Focused in seeking to understand client’s objectives and ways the system can support this
Technically savvy in order to provide high quality system demonstrations that meet customer needs
Requirements
Qualifications and Experience
2 + years experience of managing client accounts
1 + years experience in achieving account growth targets
Excellent communication and problem-solving skills
Have an interest in technology and master new technology easily
Experience in a Health, Safety and/or Employee Wellbeing role
Experience using HSIsystems (consider Experience using HSE systems vs HSI specific)
Experience with data and reporting tools
Experience with Sales Force (or similar CRM)
Proficient MS Office applications
Benefits
Access to a confidential and free EAP Service (Employee Assistance Program)
Birthday Bonus Day – A day of paid leave for your birthday!
Access to FlareHR Employee Benefits & Discounts, including Novated Leasing
Tuition Reimbursement – We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.
Volunteer Leave – We believe in giving back and supporting activities that serve the community which is why our employee’s are entitled to 16 hours of volunteer leave per year to support causes that align with our mission ‘Connection Workplace Safety, Compliance and Employee Development’
Free Skin Checks & Flu Vaccines
A flexible and hybrid working environment - with free Coffee and Snacks in the office!
Office Lunch provided monthly
A collaborative and supportive team-based environment
This role requires excellent communication and business acumen, a strong understanding of product
capability and solution based selling expertise to optimise the customer experience and add value with
HSI products.
In order to be successful, the CSM needs to excel at internal and external stakeholder engagement,
align customer objectives to solutions within the HSI suite of products & services, identify and mitigate
retention risk and advocate for the customer.
Essential Functions
Plan and lead regular client account meetings
Build and maintain relationships with key stakeholders(internal and external)
Develop and report on Customer Success Plans
Have an understanding of, and support the client’s overall product objectives and future strategy
Proactively manage account retention to achieve renewal quota
Identify and pursue opportunities for account growth and achieve upsell quota Provide system
demonstrations to clients to facilitate upsell opportunities
Work with clients to ensure appropriate configuration and optimal use of product(s)
Advocate for the customer by sharing insights and feedback to support product enhancement and
improvement
Contribute to client retention strategies and projects
Maintain knowledge of contract obligations
Engage the HSIsupport team to service the customer in accordance with SLA’s
Maintain client records, renewals & upsell oppsin CRM and other tools
Gather customer insights and identify trends and patterns for business improvement
Formatted: Normal, Indent: Hanging: 0.63 cm
Formatted: Indent: Hanging: 0.63 cm
Oversee customer escalations and work with internal stakeholders to achieve resolution
Contribute to and share best practice with team membersto continually look at
opportunities to improve the quality, effectiveness and efficiency of our processes
Solicit customer insights & share with relevant stakeholders
KPI’s
Annual renewal quota
Annual upsell quota
Competencies
Driven to support a great customer experience & achieve renewal / upsell quota
Ownership of client portfolio and deliverables to ensure client needs are met
Outstanding communication to build rapport with internal and external stakeholders
Resourceful with the ability to work both as part of a team, and autonomously
Solution Focused in seeking to understand client’s objectives and ways the system can support this
Technically savvy in order to provide high quality system demonstrations that meet customer needs
Requirements
Qualifications and Experience
2 + years experience of managing client accounts
1 + years experience in achieving account growth targets
Excellent communication and problem-solving skills
Have an interest in technology and master new technology easily
Experience in a Health, Safety and/or Employee Wellbeing role
Experience using HSIsystems (consider Experience using HSE systems vs HSI specific)
Experience with data and reporting tools
Experience with Sales Force (or similar CRM)
Proficient MS Office applications
Benefits
Access to a confidential and free EAP Service (Employee Assistance Program)
Birthday Bonus Day – A day of paid leave for your birthday!
Access to FlareHR Employee Benefits & Discounts, including Novated Leasing
Tuition Reimbursement – We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.
Volunteer Leave – We believe in giving back and supporting activities that serve the community which is why our employee’s are entitled to 16 hours of volunteer leave per year to support causes that align with our mission ‘Connection Workplace Safety, Compliance and Employee Development’
Free Skin Checks & Flu Vaccines
A flexible and hybrid working environment - with free Coffee and Snacks in the office!
Office Lunch provided monthly
A collaborative and supportive team-based environment
💡 Quick Summary
Seeking a career-building opportunity? The Customer Success Manager I position is now open for candidates interested in the Back Office Jobs sector. This role in Perth offers a professional environment and growth potential.
Requirement Snapshot: Candidates should possess basic communication skills, a proactive attitude, and the ability to work in a team. Experience in Back Office Jobs is a plus.