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Senior Customer Success Manager

Melbourne, Australia

Senior Customer Success Manager

Melbourne, Australia

About the role

At IntelligenceBank our vision is to transform how marketing departments operate. As an IntelligenceBank Senior Customer Success Manager, you'll play a critical part in enabling our clients to unlock the potential of their platform and make their online work seamless. You'll own a portfolio of clients (the majority of them here in APAC) – driving adoption, managing renewals and looking for upsell opportunities where there's a business problem that can be solved with the IB product. You'll also work across the IntelligenceBank organisation to ensure that our product continues to evolve.

What you'll do

  • Drive retention and growth among our most valuable customers by understanding their business needs and helping them succeed
  • Enable successful roll-out of IntelligenceBank to your customers' employees and ensure they continue to maximise the value they receive from the platform
  • Maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
  • Identify opportunities for customers to act as IntelligenceBank advocates (e.g. testimonials, case studies)
  • Identify any risks across your portfolio and implement plans to mitigate those risks
  • Marshall resources across the IntelligenceBank org as needed to support customers needs
  • Represent the voice of the customer to inform our sales process and product roadmap
  • Run training sessions for new main admin users as they onboard
  • Design and run customer Webinars

Skills and experience

What we're looking for

  • 3+ years in a Customer Success, Relationship Management, Account Management, or similar role (preferably B2B SaaS)
  • Experience working with large enterprise customers
  • Exceptional communication skills, highly organized, collaborative and detail-oriented
  • Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
  • Empathetic, positive attitude with a desire to help our customers reach their goals

Skills

  • Results-driven mentality, with a bias for speed and action
  • Strong analytical skills, with the ability to translate data into insights. Experience with Excel preferred
  • Strong PowerPoint/Keynote skills. Experience with Adobe InDesign or Illustrator preferred but not required
  • Comfort in a startup environment we move quickly and wear many hats in a dynamic environment

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About IntelligenceBank
The Leading Marketing Operations Platform

IntelligenceBank is the leading marketing operations software, helping content marketers seamlessly manage digital assets, creative content approvals and compliance, and creative project management.

Through integrating Digital Asset Management (DAM), BrandHub, workflows and approvals with calendars and kanban, IntelligenceBank gives you a way to easily manage marketing and creative projects from end to end, within the one system.

Our beautifully designed software is used by over 400 brands globally. We offer 24/7 support and have offices in Australia, the US and Canada.

See Why Our Clients Love Us

IntelligenceBank is the leading Digital Asset Management and Marketing Operations Software on G2 Crowd and Capterra. Our clients love the simple set up, ease of use, deep functionality, flexible integrations and 24/7 support.

The Best Digital Asset Management Software 2019