Who We Are
At Partnerize, we're on a mission to transform the way businesses grow. We've built the leading partnership automation platform that empowers brands to discover, engage, and convert their audiences at scale. From affiliate marketing to influencer collaborations, we help our clients build and manage profitable partnerships that drive real results. We're a team of passionate problem-solvers who are dedicated to helping our clients win in the ever-evolving world of digital marketing.
Why Join Us
We're looking for passionate, talented people who want to be part of a winning team. At Partnerize, you'll find a culture of collaboration, innovation, and respect. We're guided by our core values, and we're committed to creating an environment where everyone can do their best work. We also offer a competitive salary, generous benefits, and a flexible work environment that allows you to thrive both personally and professionally. If you're ready to grow your career and make a difference, we'd love to hear from you.
Job Summary:
The Partnerize Customer Success team sits at the heart of our business. Partnerize's Customer Success Manager supports Customers who are new to our software platform. Additionally this role collaborates with our existing valued Customers with optimal strategy for ROI via the Partnerize platform to realize them. The CSM is responsible for building long-term, value-added relationships with clients while sharing customer feedback into the organization and our Product team to further improve our service and offerings.
In this team, people from ASP, digital advertising agencies, general advertising agencies, etc. are making good use of their knowledge and experience. This is an excellent opportunity to leverage your experience in a high-growth, fun-loving team and a great place to build a career in a growing industry in a global environment.
*This is a 12 month contract role to cover a maternity leave. Candidates must be able to be in the Sydney office 1-2 days a week.*
Core Responsibilities:
SUCCESS PLANNING
- Customer discovery in the on-boarding phase, developing a deep understanding of customer challenges, expectations and goals for the product/service combination they have subscribed to with us, ensuring we set them up correctly, effectively, efficiently with scalability in mind
- Alignment of a joint business plan with customers, including SMART metrics to achieve goals
- Tracking progress, regular reporting to the customer and internally on status of the success plan, progress, remedial actions, and evolution of the plan as the relationship matures
- Effectively quantifying and consistently reaffirming to the customer, the value being delivered
STRATEGIC EDUCATION
- Mapping customer use cases to Partnerize product and service offerings
- Educating the customer to expert level on Partnerize products to ensure they are executing efficiently, fully leveraging product functionality and optimising their investment
- Regularly communicating best practice and educating the customer on industry benchmarks and the customer's relative position
CUSTOMER HEALTH
- Relentless focus on Customer Health, tracking of multiple risk indicators with weekly reporting aligned to defined definitions of customer health statues
- Effective management of customer expectations, resetting and realigning as required to manage any risk exposure due to misalignment
- Where risk is identified, proactively initiating & owning specific plans to address, driving accountability internally with the relevant functional risk owners
CUSTOMER RELATIONSHIPS
- Proactively investing in deepening & broadening our relationships with customers both day to day contacts and sponsor and budget holders, to manage the risk of sponsor/contact loss and explore opportunities to expand the relationship
- You take an outside in perspective, ensuring our interactions with customers are value oriented and that we are demonstrating value-add in all our interactions, across all functions.
FORECASTING, RENEWAL, ACCOUNT PLANNING
- On your assigned accounts you are intimately familiar with the commercial terms, scope, renewal dates and values across all products, aware of and effectively articulating how you are actively managing any identified commercial risk
- Effective quarterly revenue forecasting
- Ownership for timely renewal planning & execution of renewal transaction and paperwork
- Internal Account planning, SWOT analysis, identification of CSQLs and CSQAs and opportunities to drive growth through account performance
Required Qualifications & Skills:
- Minimum of 4 years client facing experience, full lifecycle responsibility for customer health from onboarding through to renewal
- Background in Customer Success, Professional Services and/or Account Management roles in a subscription model business
- Confidence operating at senior/C level and presenting, negotiating, managing expectations and communicating across the spectrum of users to budget holders and sponsors
- Bachelor's degree qualified or equivalent experience
Desired Qualifications:
- Recognised professional CS certification desirable
- Affiliate marketing or digital marketing experience
- Competent and disciplined user of SF.com
- Customer Success systems experience
Australia Benefits & Perks
- 22 days holiday
- Private Medical Insurance through Bupa
- Enhanced Wellness Program including access to, Wellness Coaching & Wellness Fridays program
- Regular company events and activities
Our Commitment to Diversity & Inclusion
We are committed to attracting, developing, and advancing our outstanding team members, regardless of race, ethnic identity, sexual orientation, religion, age, gender, gender identity, physical abilities, or any other dimension of diversity. We strive to foster an environment where people can be their authentic selves, raise concerns and innovate, all without fear; where they are treated fairly and respectfully, have equal access to opportunities and resources and can contribute fully to the organization's success. Every individual in our business is expected to live this commitment without exception.
Privacy and data protection. The data collected as part of this application will be used for the recruitment process and any subsequent employment. You can find further information in Partnerize privacy policy here: https://partnerize.com/privacy-policy/
Notice to Recruiters and Staffing Agencies: To protect the interests of all parties, Partnerize will not accept unsolicited resumes from any source other than directly from a candidate or an approved vendor that has a written and signed agreement in place with Partnerize. Please do not contact or forward resumes to our company employees or locations. Any unsolicited resumes will be considered Partnerize property. Partnerize is not responsible for any charges or fees related to unsolicited resumes.
