Global Customer Success

Customer Success Manager I

JOB TYPE

Full-Time

LOCATION

Sydney

About Us:

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Seismic, a rapidly growing Forbes Cloud 100 company, is the global leader in enablement, helping organizations engage customers, enable teams, and ignite revenue growth. The Seismic Enablement CloudTM provides continuous guidance to improve behavior, content, and skills to win more deals and deliver better experiences. More than 2,200 organizations around the globe including IBM and American Express have made Seismic their enablement platform of choice. Seismic integrates with business-critical platforms including Microsoft, Salesforce, Google and Adobe. Seismic is headquartered in San Diego, with offices across North America, Europe, Australia and China.

Seismic is committed to building an inclusive workplace that ignites growth for our employees and creates a culture of belonging that allows all employees to be seen and valued for who they are. Learn more about DEI at Seismic here.

Overview:

The Customer Success Manager’s primary responsibility is to drive product adoption, highlight best practices and ensure client retention. You will serve as the primary point of contact for assigned accounts, establishing regular cadence, conducting business reviews and tracking success metrics. You will serve as the customer’s internal champion acting as the main point of contact for escalation of issues, product enhancement requests and driving attendance to Seismic’s webinars and client events. A successful candidate must be comfortable engaging and developing trusted advisor relationships with c-level executives and cross-organisational teams tied to the client’s Sales Enablement strategy. 

Who you are:

  • Possess a strong sense of ownership and takes pride in all that you do
  • Comfortable in dynamic environments with changing priorities
  • Skilled at managing multiple responsibilities while striving to exceed expectations
  • Displays a sense of humor and humility during those challenging times
  • Self-starter with the ability to manage multiple projects simultaneously
  • Ability to effectively prioritise and escalate customer issues
  • Ability to adapt to a rapidly changing environment

What you’ll be doing:

  • Building a Trusted Advisor relationship at all levels, from practitioner to C-level, in your accounts, helping to ensure renewals and uncover opportunities for cross-sell/upsell
  • Consulting with client stakeholders to understand their business strategies and goals as well as their objectives for using Seismic, finding ways to align the two, and ensuring Seismic delivers value against agreed success criteria whilst communicating this value/ROI throughout the customer lifecycle
  • Leading regular business reviews in which you make data-driven recommendations for how to increase value and platform adoption for your accounts
  • Providing account transparency by tracking client data in Gainsight, our Customer Success application, and using this data to identify, forecast, and mitigate risks proactively
  • Providing regular product roadmap updates, ad-hoc troubleshooting, ongoing training for existing customers and other services and support activities as required.
  • Leading the contract renewal process and identifying and nurturing expansion opportunities in coordination with Sales
  • Partnering with Sales and Marketing to grow Seismic’s presence and brand in the APAC region

What you bring to the team:

  • Bachelor’s Degree in Business Administration, Engineering, Computer Sciences or related field required.
  • 4+ years of experience in a client/stakeholder management role, preferably in SaaS
  • Commercial savvy and an understanding of the SaaS sales and renewal processes
  • Experience working with complex, multi-divisional, multi-geographical customer accounts
  • Executive presence and excellent communication abilities
  • Ability to create structure in ambiguous situations, design effective processes, and prioritise ruthlessly
  • Passion for technology and for being a part of a fast-growing SaaS company
  • Experience working with cross-functional teams (e.g. Sales, Product, Marketing, Services)

What we have for you:

At Seismic, we’re committed to providing benefits and perks for the whole self. To explore our benefits available in each country, please visit the Global Benefits page. 

If you are an individual with a disability and would like to request a reasonable accommodation as part of the application or recruiting process, please click here. 

Headquartered in San Diego and with employees across the globe, Seismic is the global leader in sales enablement, backed by firms such as Permira, Ameriprise Financial, EDBI, Lightspeed Venture Partners, and T. Rowe Price. Seismic also expanded its team and product portfolio with the strategic acquisitions of SAVO, Percolate, Grapevine6, and Lessonly. Our board of directors is composed of several industry luminaries including John Thompson, former Chairman of the Board for Microsoft.  

Seismic is an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to gender, age, race, religion, or any other classification which is protected by applicable law.   

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.  

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