Customer Success Manager (APAC)
At a glance
Mid-level Customer Success role at ApprovalMax. Brisbane.
Pay not stated
growthroles summary, based on the employer's posting.
What you'll do
- Take customers through setup, then provide training and materials that help them use the platform effectively
- Build customer relationships as their main contact, checking in to learn needs and spot growth opportunities
- Track MRR, satisfaction and other customer measures, then recommend ways to improve results and expand accounts
- Handle customer questions and escalations, coordinating with internal teams to resolve problems
- Work with customers on expansion plans, marketing activity, joint sales, and suitable upsell or cross-sell opportunities
What you bring
- At least two years in customer management, account management, or a similar SaaS role
- A strong record of improving customer outcomes, retention, and revenue
- Clear communication and relationship-building skills, with sound problem-solving and customer focus
- Strong organization and the ability to handle several projects at once
Who this fits
This role suits someone proactive who can manage customer relationships and multiple projects while helping accounts grow. It is hybrid, with two or three days each week expected in the Brisbane office.
From the employer
Company Description
ApprovalMax is award-winning B2B software used by businesses around the world to approve bills and expenses. It streamlines the approval process for decision-makers by replacing paper and email approvals with automated workflows. ApprovalMax integrates with platforms such as Xero, QuickBooks Online, and Oracle NetSuite to unlock powerful efficiencies for approvers and finance teams. The company is globally recognized and has won’ Xero App Partner of the Year’ four times since 2020 in different countries.
NB - This is a hybrid role, with 2/3 days per week expected in the Brisbane office.
Job Description
ApprovalMax is on the lookout for a motivated Customer Success Manager to join its dedicated Brisbane team. In this role, you will act as a trusted advisor to our customers, helping them maximize the value of the ApprovalMax platform and ensuring a seamless onboarding and adoption experience. You will work closely with finance teams and partners to strengthen customer relationships, drive product usage, and identify opportunities for growth. This role plays a key part in improving customer satisfaction, retention, and long-term customer success as our global customer base continues to expand
Responsibilities:
Customer Onboarding and Enablement: Guide customers through the onboarding process, ensuring they have the necessary resources, knowledge, and support to succeed. Provide training and enablement materials to help customers effectively utilize our products and services.
Relationship Management: Develop and maintain strong relationships with customers, acting as their primary point of contact. Proactively engage customers to understand their needs and identify opportunities for growth and collaboration.
Performance Tracking and Analysis: Monitor and track customer performance metrics, including Monthly Recurring Revenue (MRR), customer satisfaction, and other key performance indicators (KPIs). Provide insights and recommendations to improve customer performance and identify areas for growth.
Issue Resolution: Address customer inquiries, concerns, and escalations in a timely and effective manner. Collaborate with internal teams to resolve issues and ensure customers receive top-notch support.
Customer Development: Work closely with customers to identify business opportunities and co-create strategies for expansion. Support customers in developing go-to-market plans, marketing initiatives, and joint sales efforts. Collaboration and Alignment: Foster collaboration and alignment with internal cross-functional teams, including sales, marketing, product, and support, to ensure a seamless customer experience.
Upsell and Cross-sell: Collaborate with customers to identify upsell and cross-sell opportunities, maximizing customer value and revenue potential.
Reporting and Documentation: Maintain accurate customer data, activities, and interactions in the company’s CRM system. Provide regular reports and updates on customer performance to the leadership team.
Desired Skills and Experience:
Strong track record of driving customer success, retention, and revenue growth
2+ years of experience in customer management, account management, or similar roles in SaaS
Excellent communication and interpersonal skills, with the ability to build and maintain lasting relationships
Demonstrated problem-solving abilities and a customer-focused mindset
Exceptional organizational skills and the ability to manage multiple projects simultaneously
Self-motivated and proactive, with a passion for exceeding expectations
What We Offer:
Regular performance-based compensation reviews
26 days paid time off
1 additional day off for your Birthday
Remote office assistance
Service years recognition financial reward.
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