• Help build integrated communications strategies and plans aligned to Customer Engagement priorities and grounded in a deep understanding of customer-centricity, pharmaceutical field organization dynamics, evolving healthcare and communications trends • Assist in shaping change and transformation focused narratives that clearly communicate priorities, decisions, rationale and progress to key stakeholders • Partner with transformation and change teams to support communications that drive clarity and enable adoption of new initiatives and ways of working • Develop executive communications content in support of business milestones including talking points, executive briefs, presentations • Develop associate communications that keep field and HQ-based teams informed, engaged, and aligned • Support communications for large organizational meetings including town halls, leadership meetings and all-field forums • Lead the development of written and visual content for internal channels, including articles, videos, and digital assets, using internal and external resources as needed • Support the management of channels and content calendars to ensure efficiency and alignment • Monitor engagement metrics and feedback to track sentiment and continuously improve communications effectiveness

Role Description As a Customer Success Manager, you will serve as the primary strategic point of contact for a portfolio of clients, building strong relationships, driving customer retention, and ensuring clients achieve measurable business outcomes from their marketing initiatives. You will proactively monitor account health, conduct performance and strategy reviews, identify opportunities for account growth, and address potential risks before they impact client satisfaction. Working closely with internal teams across SEO, Paid Advertising, Web Development, Design, Content, and Operations, you will help ensure the successful delivery of services, maintain a high standard of client experience, and contribute to long-term revenue growth through effective account management, customer engagement, and retention strategies. Duties and Responsibilities - Manage customer churn by identifying key drivers and implementing strategies to reduce attrition rates - Develop and execute marketing campaigns across various channels (email, SMS, WhatsApp) to drive customer engagement and retention - Collaborate with cross-functional teams (Product Development, Operations) to identify areas for improvement in the customer life cycle management process - Analyze data from multiple sources (CRM systems, Google Analytics) to measure campaign effectiveness and optimize future initiatives - Design and maintain dashboards using Tableau or Power BI to track key performance indicators (KPIs) Customer Success & Retention - Proactively identify at-risk accounts and implement retention strategies - Monitor client health and engagement levels - Address concerns and objections before they lead to cancellations - Develop recovery plans for underperforming campaigns - Maintain high client satisfaction and retention rates Client Relationship Management - Build and maintain strong relationships with Australian business owners and key decision makers - Act as the strategic advisor for assigned client accounts - Conduct regular strategy sessions and performance reviews - Understand each client's business goals, challenges and growth objectives - Ensure clients receive exceptional communication and support Marketing & Engagement - Develop and execute customer engagement campaigns across Email, SMS and WhatsApp - Drive customer engagement, retention and account growth initiatives - Work with internal stakeholders to improve the customer journey and overall client experience Account Growth - Identify upsell and cross-sell opportunities - Recommend additional services where appropriate - Assist clients in scaling their marketing and business growth initiatives - Increase customer lifetime value through strategic account management Service Delivery Coordination - Work closely with SEO, Paid Advertising, Website Development, Design, Content and Technical teams - Ensure deliverables are completed accurately and on time - Escalate service delivery concerns where required - Maintain accountability across departments for client outcomes Qualifications - At least 3 years of experience in Customer Success, Account Management, Client Services, or a similar client-facing role within a digital marketing agency environment - Proven experience managing a portfolio of at least 15 client accounts and serving as the primary point of contact for client communication, retention, and relationship management - Strong understanding of digital marketing services, including SEO, Google Ads, paid social advertising, website development, and multi-channel marketing campaigns - Experience conducting client strategy sessions, performance reviews, and campaign discussions while managing expectations and maintaining long-term client relationships - Ability to interpret campaign performance data and communicate insights, recommendations, and next steps to clients in a clear and professional manner - Demonstrated experience identifying upsell and cross-sell opportunities that contribute to client growth and increased account value - Excellent communication, stakeholder management, and relationship-building skills with the ability to establish trust and credibility with clients - Strong organizational and time management skills with the ability to manage multiple priorities, deadlines, and client accounts simultaneously - Ability to perform effectively in a fast-paced environment, remain calm under pressure, and proactively resolve client concerns and challenges - Stable employment history demonstrating reliability, accountability, and commitment to delivering exceptional client outcomes Advantageous Skills/Experience - Experience working with Australian clients or within an Australian digital marketing agency environment - Exposure to customer retention metrics such as churn rate, customer lifetime value (CLV), CSAT, NPS, and account growth - Experience working closely with SEO Specialists, Paid Ads Specialists, Developers, Designers, and other digital marketing professionals

• Partner with an assigned portfolio of schools to identify needs, uncover opportunities, and develop strategic account goals. • Build relationships with assigned customers and promote goodwill between schools and Veracross, interacting via email, ticketing, and phone. • Drive retention and manage churn through awareness of customer goals and proactive monitoring of customer health, using available resources to identify and address barriers to adoption and expansion. • Assess school business needs to suggest products or services that drive long-term success, passing potential leads for incremental software needs to the sales organization. • Serve as an escalation path for customers, working to identify and remove barriers and coordinating internal resources to expedite resolution or develop action plans as needed. • Collaborate with internal teams, partnering with Support, Implementation, and Product Management to align on account strategy, ensure successful use of the software, and maximize renewal opportunities.

• Organizing and running morning meetings • Triaging customer requests over email and phone • Escalating VIP tickets and resolving client issues • Planning projects and ensuring ticket success • Championing superior client communication and service