Customer Success Manager

About us:  

Making a meaningful difference with mission-critical software that empowers communities to thrive.

ReadyTech is more than just a one-trick pony playing in one market with one product, or one customer. We re-imagine, design, develop and deliver technology to solve our customer’s diverse problems – supporting multiple businesses across a variety of markets to be ready for anything. 

We’re an ASX-listed company which means we are stable, have a strong track record of sustainable growth and have a significant number of long-term customers.  So, what does this mean for you? It means we can offer you an experience that will push you to be your best, provide career-building challenges, and that will offer you numerous growth opportunities that can’t be found in any other company.

It’s an inclusive environment where there is no place for politics, where we get our heads together to solve the problems that really matter to our customers, and where we always stay focused on our north star – the communities we serve, and society at large.

The key accountabilities of the role:

• Achieve portfolio retention, CSAT, and growth outcomes by delivering value-aligned engagement.
• Own the customer relationship post-go-live and manage key lifecyle milestones, including onboarding, adoption, strategic reviews and maturity checkpoints.
• Proactively identify churn risks and lead initial mitigation actions, escalating where needed.
• Deliver engagement strategies aligned to ReadyTech’s customer lifecycle and segmentation playbooks.
• Monitor account health, usage data, and customer sentiment to surface risks and opportunities.
• Maintain accurate records of customer engagement and account health in Salesforce.
• Partner with Product, Support, and Professional Services to deliver an exceptional customer experience.
• Contribute to internal knowledge, feedback loops, and process improvement initiatives.
• Support customer advocacy by identifying potential references, testimonials, or case studies.

The key responsibilities of the role:

• Coordinate with Professional Services for smooth handover at project completion.
• Develop and execute engagement plans based on lifecycle stage, industry, and segment.
• Conduct regular check-ins, adoption reviews, and enablement sessions tailored to customer milestones and business objectives.
• Maintain detailed risk documentation and action plans when issues are identified.
• Maintain timely and accurate documentation of all customer activites, engagement history and health metrics in Salesforce.
• Collaborate cross-functionally to improve the end-to-end customer journey.
• Share learnings and feedback with the broader CS team to enhance playbooks and processes.

The key requirements for the role:

1. Skills

• Excellent relationship-building and communication skills.
• Highly organised and capable of managing multiple priorities.
• Confident facilitating conversations with various customer stakeholders.
• Strong problem-solving approach with a proactive mindset.
• Ability to stay calm under pressure and manage escalations effectively.

2. Knowledge

• Working knowledge of HR, Payroll, Time & Attendance, or Talent platforms.
• Experience with Salesforce (or equivalent CRM systems)
• Understanding of SaaS lifecycle stages and customer success metrics.

3. Experience

• 2–4+ years in Customer Success, Account Management, or similar customer-facing roles in a SaaS environment
• Proven track record of meeting customer outcomes and retention goals.
• Experience conducting training sessions, product walkthroughs, or strategic check-ins.
• Familiarity working across internal teams to resolve customer challenges.

Why you should become a ReadyTecher: 

• A day off for your birthday- hip hip hooray!

   

   

• Additional 4 days of leave each year

   

   

• ReadyTecher Awards each quarter with the chance to win flights and accommodation to Hamilton Island

   

   

• Hybrid work

   

   

• Access to Sonder- a technology-driven platform supported by safety, medical and mental health experts - available 24/7

   

   

• Company top-up of Government parental leave

   

   

• Additional paid leave for miscarriage, endometriosis and menopause

   

   

• And plenty of ReadyTech merch drops along the way!

   

   

ReadyTech is committed to seeing things through each other's eyes. We invest deeply in relationships by offering positivity, fairness and empathy in every interaction and love that everyone is different. We're proud to be an equal opportunity employer that celebrates our diversity of race, beliefs, sexual orientations, gender identities, age, disability status, marital status and more - so that every single one of us can feel like we belong.

As part of our commitment to ensuring a safe and secure working environment for all employees and in compliance with Australian regulations, please note that if selected for this role, you will be required to complete a comprehensive police check and an Australian working rights check. Should you have any questions or concerns regarding these requirements, please feel free to contact us.

So, if you are ready for anything, please apply today. Please note that if your application is progressed to the next stage, we will send you some testing to complete as part of your application as we have found this helps us to quickly identify potential ReadyTechers!

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