Role Description As a Customer Success Manager, you'll build strong relationships to drive product adoption and turn customer insights into actionable feedback. You'll connect customers' marketing goals with our API-driven product, troubleshoot issues with our tech team, and design scalable success processes. Your communication skills will help enhance our enterprise solutions and streamline project management. This is a remote position with a requirement to be based in Australia. - Build relationships with customers to understand their goals and pains, drive adoption, and translate that into actionable insights for our Sales, Marketing, and Product teams. - Connect customers’ marketing objectives with our technical, API-driven product and clearly explain complex product configuration steps. - Collaborate with technical operations (Customer Integration Engineer) and the development team to integrate Talon.One and troubleshoot technical issues. - Communicate at both one-to-many and one-on-one levels, across role types (tech/marketing), organization level, and cultures. - Document and share important information about our Customers to keep a clear internal record, build training resources, and reduce support tickets. - Drive retention and growth to your book of business, handling upsell and renewal conversations with a book of business. - Prepare and deliver strategic and business value to customers daily. Qualifications - Passion for tech and experience with SaaS products and APIs. - Founded experience working in Customer Success, Account Management, or another client-facing role. - Experience working with diverse stakeholders both internally and externally: Marketing, Developers, Sales, and Executives. - Exceptional communication skills in spoken and written English. - Empathetic, positive attitude with a desire to help our customers reach their goals. - Flexible approach and an ability to operate effectively with uncertainty and change. - Ability to manage a book of 15-20 accounts. - Experience working in the loyalty and promotion industry or relevant marketing-related experience. Benefits - 1,600 AUD annual learning budget. - 30 days of annual leave, plus extra paid days for your birthday and moving day. - 450 AUD home office setup budget, a 75 AUD monthly home office allowance. - Freedom to work from abroad for up to 90 days worldwide! - WeWork On-Demand access for flexible workspace solutions. - Mental health support with nilo.health. - Benefit from health insurance provided through our partner, including options with BUPA Australia and Aetna International. - We contribute the statutory 12% of your salary to your Superannuation fund. Company Description Talon.One is the most powerful incentives engine that unifies loyalty, promotions and gamification into one holistic platform. Backed by enterprise-grade security and scalability, Talon.One empowers companies to build personalized, profitable promotions and loyalty programs using any data. Today, over 250 of the world’s most-loved brands including Adidas, Sephora and Carlsberg work with Talon.One to drive deeper engagement and lasting loyalty with their customers.

• Own post-sale success for high-velocity customers across Feature Management, Smart Tests, and future high-velocity products. • Build mutual success plans with customers based on current state, desired outcomes, product usage, business goals, and adoption blockers. • Drive product adoption, customer engagement, and measurable value realization. • Establish customer cadences such as onboarding checkpoints, success reviews, virtual QBRs, and scaled digital touchpoints. • Identify at-risk customers early and coordinate internal action before renewal cycles become firefighting exercises. • Define the customer engagement model for strategic, growth, and scaled customer segments. • Create customer tiering based on ARR, growth potential, renewal timing, risk, brand value, usage, and expansion opportunity. • Build playbooks for adoption, value realization, support risk, onboarding, customer handoffs, and expansion readiness. • Create a scalable framework that future CSMs can inherit and improve. • Use AI and automation where practical to reduce manual work and keep the CSM focused on customer outcomes.

• Lead a virtual service delivery team and develop a strong partnership with assigned clients as the main point of contact. • Execute strong communication skills and client service skills to effectively lead client status meetings, presentations and address any escalations or challenges. • Ability to multi-task across clients, services, internal teams, build productive partnerships and lead troubleshooting sessions across technical resources and drive innovative solutions. • Continually work to drive account improvements, and have a positive, customer-centric attitude. • Lead proactive strategy with key stakeholders to improve service and client and internal team partnerships. • Work with customers to ensure they are leveraging services and products effectively and finding value in our services. • Become an expert in Slipstream offerings and educate customers on the use and benefits of our products - especially with IT support across the service desk, depot, and managed infrastructure services. • Work closely with sales, support, billing, and technical teams to ensure an exceptional customer experience and take care of any customer issues. • Be a customer advocate while capturing customer feedback and reporting requests to product management and development. • Efficiently manage time to focus on essential activities to ensure customer satisfaction, account renewal, and account growth. • Develop and share best practices with team members to continually improve the quality, effectiveness, and efficiency of our processes. • Maintain a revenue base by managing account retention and renewal. • Drive upgrade revenue through increased product adoption and increased usage. • Ability to manage, develop and mentor other customer success managers on the team.

• Support in the delivery of digital ‘best-in-class’ insights & actionable learnings regarding advertisers’ media investment • Help in the development of digital investment best practices within Client Success • Work with other Client Success specialists as part of a team managing a defined set of global clients • Grow & develop existing relationships as well as acquiring new ones • Assume leadership of an agreed cohort of clients • Deliver high-quality insights and advice across the digital portfolio of solutions • Project manage client deliverables to time and budget