Access Innovation Holdings Limited (ASX: AIM) is an Australian technology company that provides digital content distribution and monetization solutions, primarily for broadcast, media, and entertainment industries through its MediaHub platform and related services.
A Customer Success Manager (CSM) helps customers get the most value from a company's products or services, with the goal of improving customer satisfaction, retention, and long-term revenue.
Typical job description
Common responsibilities include:
Onboard new customers and guide them through product implementation.
Build and maintain strong relationships with assigned customer accounts.
Understand customer goals and help them achieve successful outcomes.
Provide product training, demonstrations, and best-practice guidance.
Monitor customer health and proactively address issues before they escalate.
Coordinate with technical support, product, and sales teams to resolve customer needs.
Identify opportunities for renewals, upselling, and cross-selling.
Track key performance indicators (KPIs) such as customer satisfaction (CSAT), retention, and churn.
Gather customer feedback and share insights with product and engineering teams.
Prepare regular account reviews and business reports for customers.
Skills employers look for
Excellent communication and interpersonal skills.
Relationship management and customer service experience.
Problem-solving and conflict resolution.
Project and time management.
Experience with CRM software such as Salesforce or HubSpot.
Analytical skills and the ability to interpret customer data.
Knowledge of SaaS, AI, or technology products is an advantage for tech companies.
Pay: From $7,500.00 per month
Benefits:
- Childcare assistance
- Dental insurance
- Health insurance
- Housing allowance
- Life insurance
- Maternity leave
- Parental leave
- Professional development assistance
- Visa sponsorship
- Vision insurance
Work Location: In person
