About ReStore for Retail:

ReStore for Retail is a leading SaaS retail company providing innovative, data-driven solutions designed to help retail businesses maximise their efficiency and profitability. Our cutting-edge platform streamlines daily store operations so that retail staff can focus more time on connecting with customers and improving the bottom line.

Job Overview:

We are seeking a dedicated and driven Customer Success Manager to join our dynamic team. In this role, you will be responsible for ensuring our customers receive exceptional support and achieve maximum value from our platform. You will relay your client’s feedback to the product team to help frame the product roadmap and vision. Your input will also add to improving customer onboarding and training. You will make a real and direct impact on the performance of your company and its customers’ success.

The ideal candidate has a strong background in customer success, account management, or a similar role, with a deep understanding of the retail industry.

We are looking for someone based in Sydney or Melbourne.

Key Responsibilities:

· Develop and maintain strong relationships with assigned customers, acting as their primary point of contact for all support, inquiries, and concerns.

· Collaborate with customers to establish clear goals and success metrics, ensuring that the value of our platform is maximised, and their business objectives are met.

· Gather customer technical and functional requirements for implementation.

· Set-up and configure solutions for customers on the ReStore platform.

· Provide onboarding, training, and ongoing support to customers, ensuring they have the necessary resources and knowledge to effectively use our platform.

· Maximise the productivity of clients using ReStore for Retail, confidently demonstrating new features, products and add-ons.

· Monitor customer usage and engagement, proactively identifying opportunities for improvement and potential issues before they arise.

· Coordinate with the sales, product, and technical teams to address customer needs and feedback, ensuring a seamless and positive customer experience.

· Conduct regular business reviews with customers to evaluate their satisfaction, success metrics, and opportunities for growth and expansion.

· Maintain a deep understanding of our platform, features, and industry best practices to serve as a trusted advisor and consultant for our customers.

· Act as an advocate for customers within the company, sharing their feedback and insights to help inform product development and improve our services.

· Contribute to the development and implementation of customer success best practices and tools.

· Assist with customer retention and renewal efforts, identifying potential risks and working collaboratively to address them.

· Assist with business development efforts, attending demonstrations of the product and other meetings.

About You:

· A minimum of 3 years of experience in customer success, account management, or a similar role within a SaaS or retail environment.

· Strong understanding of the retail industry and SaaS technology.

· Proficient in business productivity tools (Microsoft Office and/or Google Workspace).

· Intermediate to advanced proficiency in Microsoft Excel.

· Smart, curious and an excellent listener.

· Exceptional communication, interpersonal, and relationship-building skills.

· Customer-centric mindset, with a genuine passion for helping customers succeed.

· Build trusted relationships by understanding the client’s challenges and needs and provide/facilitate effective solutions.

· Strong problem-solving skills, with the ability to identify trends and opportunities in customer data.

· Fluent in English (oral and written).

What We Offer:

· Competitive salary and benefits package, including performance-based bonus.

· Opportunity to work in a fast-growing, innovative SaaS retail company.

· Work in a modern and vibrant co-working space with all the latest amenities, including high-speed internet, meeting rooms, and communal areas.

· Travel within Australia to meet with clients and attend industry events.

· Collaborative and dynamic work environment that fosters creativity and innovation.

· The chance to make a significant impact on customer satisfaction and company success.