Customer Success Manager (Maternity Cover)

Want to deliver tech with purpose, with people who care?

Join us in our mission to create solutions that help keep children safe online.

Who we are?

Headquartered in Perth, Australia, with offices globally including in Leeds, UK, Qoria is an ASX listed global leader in child digital safety technology and services. We are a purpose-driven business, operating under the ‘Linewize’ brand in North America and Asia Pacific, the ‘Smoothwall’ brand in the UK, and the ‘Qoria’ brand in EMEA. Our solutions are utilised by schools, school districts, and parental communities to protect children from seeing harmful content online, identify children at risk based on their digital behaviours and ensure teachers maintain focus and safe learning in the digital classroom. 27k schools and 6 million parents depend on our solutions to keep 22 million children safe in 180 countries around the world.

What’s the opportunity?

A Customer Success Manager working for Smoothwall plays a crucial role in ensuring that customers are successfully onboarded, trained on how to use the product or service effectively, and continuously deriving value from it. They work closely with customers to understand their needs and provide ongoing support to help them achieve their desired outcomes.

In addition to managing customer success, the Customer Success Manager is also responsible for renewals and reducing customer churn rate. This involves proactively engaging with customers to identify any potential issues or concerns, addressing them promptly, and ensuring that customers are satisfied with the product or service. They also work to build strong relationships with customers, gather feedback, and advocate for their needs within the company. By effectively managing renewals and reducing churn rate, the Customer Success Manager helps to drive customer satisfaction, retention, and ultimately, revenue growth for the company.

Here's how you will do it:

• Building strong relationships with customers: The customer success manager will be responsible for maintaining regular communication with customers, understanding their needs and goals, and ensuring they are satisfied with the product or service.
• Onboarding and training: The customer success manager will help new customers get started with the technology platform, providing training and guidance to ensure a smooth onboarding process.
• Monitoring customer usage and satisfaction: The customer success manager will track customer engagement with the technology platform, identify any potential issues or areas for improvement, and proactively address them to ensure customer satisfaction.
• Providing ongoing support: The customer success manager will be a point of contact for customers who have questions, concerns, or need assistance with the technology platform. They will provide timely and helpful support to resolve any issues and ensure customers are able to fully utilize the product.
• Proactively identifying opportunities for upsells and expansions: The customer success manager will work closely with customers to understand their needs and goals, and identify opportunities for upselling additional products or services that can help them achieve their objectives.
• Renewals and retention: The customer success manager will be responsible for managing the renewal process for existing customers, ensuring they continue to see value in the product and choose to renew their subscription. They will also work to proactively address any potential churn risks and implement strategies to retain customers.
• Process Adherement: Understand all of the CS processes and adhere to them to a high standard at all times

Overall, the customer success manager will play a crucial role in ensuring customers are successful with the Smoothwall platform, driving retention and renewals, and ultimately contributing to the company's growth and success in the education technology market.

What you will bring:

• Strong communication skills: A Customer Success Manager must have excellent communication skills to effectively interact with customers and internal teams.

• Technical knowledge: Knowledge of the company's technology products and services is essential to provide effective support and guidance to customers.

• Problem-solving skills: The ability to identify and address customer issues and find solutions to ensure customer satisfaction is crucial.

• Relationship-building skills: Building strong relationships with customers to understand their needs and goals is essential for retention and renewal.

• Analytical skills: Analyzing customer data and trends to identify areas for improvement and opportunities for upselling is important for success in this role.

• Project management skills: Managing customer accounts and ensuring timely renewals requires strong project management skills.

• Customer focus: A Customer Success Manager must be customer-centric and dedicated to providing a positive experience for customers.

• Sales skills: Upselling and cross-selling to existing customers to drive revenue growth is an important aspect of the role.

• Time management: Managing multiple accounts and priorities requires effective time management skills.

• Knowledge of the education industry: Understanding the unique challenges and opportunities in the education sector is important for tailoring solutions to meet customer needs.

Why choose Smoothwall by Qoria:

In this role, you can expect:

• Employee Share Scheme

• Tech Allowance

• Learning Allowance

• ...and much more!

More importantly, you’ll:

• Support tech with purpose...

As a CSM at Smoothwall by Qoria, your work truly matters. With every customer interaction, you’ll be helping children stay safe online. It feels good to do good.

• With people who care...

One of our values is ‘Care, Always’. Our CSMs live and breathe that, every day. We also look after each other, and help create a supportive environment for all.

• Through work that you love...

Customer service takes skill, energy and resilience. It can also be incredibly rewarding. Here, your efforts will be visible and you’ll love the impact you have.

• And a career that you own...

A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions.

Sound like you? We’d love to hear from you.

At this stage we are only accepting applications from those with full working rights.