• Support the development of key components of the Enterprise Risk Management program • Lead and coordinate core risk work-streams such as enterprise risk register, risk assessments • Partner closely with Compliance, Legal, Security, Product and other key stakeholders • Ensure that the enterprise risk framework is robust, auditable, and fit for a fast scaling business

• Independently manage a portfolio of customers and support customer projects • Onboard new customers and build trusting customer relationships • Competently answer customer inquiries by phone, email, and video call regarding our product • Maintain regular communication with customers to strengthen long-term customer loyalty

• As part of the Integrated Account Team, this role will collaborate with Direct Sales Executives and Solution Architects to drive, grow and retain targeted revenue from our existing customers, focusing on supporting the overall customer experience. • Proactively drive the renewal process across a wide base of customers and Increase long-term revenue potential by converting customers on month-to-month to term subscriptions at renewal. • Act as a trusted advisor to existing customers, focusing on initial onboarding and enablement, to ensure quick time to value as well as providing information about Megaport enhancements, new products and ecosystem partners. • Be responsible for proactive, sequenced outreach communications across a large base of customers driving further adoption, solution awareness and opportunities to engage with Megaport and our partner community. • Champion customers throughout their entire customer journey, including facilitating the resolution of customer-related issues and concerns from a Commercial and Sales standpoint, and understanding how we can add more value. • Nurture the nominated customer base, identifying key targets and operating an engagement strategy, based on opportunity and the customer vertical market or needs • Report on and analyze customer experience by understanding customer needs, and communicating trends to the wider Megaport team. Report growth opportunities through pipeline updates with SFDC updates. • Maintain in-depth knowledge of Megaport products and solutions and be able to propose and demonstrate these to the customers, whilst being aware of rival services or products. Maintain and share a value add opinion on Megaport and where we fit in the customer's ecosystem. • Review with management to understand key objectives and execute tasks that are aligned with the goals of the business; which will flex per the business focus or plans. • Collaborate with Sales and Marketing teams on campaigns and strategies for revenue growth. • Acting as a subject matter expert you will evaluate customer feedback and make recommendations to continually align and improve processes that provide visibility and an understanding and measurement of business performance against targets. • Collaborate with other departmental teams (Finance, Operations, etc.) in helping to resolve challenges impacting the customer’s service experience.

Role Description As our first Customer Success Manager, you will play a pivotal role in shaping the customer experience at Euler. You will ensure our customers achieve their desired outcomes while using our PRM solutions. This role requires a technical background and a willingness to wear many hats, directly impacting customer retention, satisfaction, and the overall success of our customers and partners. This is a career-defining role. We expect to build our entire customer-facing org around YOU. Key Responsibilities - Customer Onboarding: - Lead the onboarding process for new customers, ensuring a smooth transition and successful implementation of Euler's software. - Conduct product training sessions tailored to customer needs, enabling them to maximize the value of our solutions. - Technical Support and Issue Resolution: - Provide technical support to customers, troubleshooting and resolving issues related to our software. - Work closely with the engineering team to escalate and resolve complex technical issues. - Relationship Management: - Build and maintain strong relationships with key stakeholders within customer organizations. - Act as the main point of contact for customers, addressing their queries and concerns promptly and effectively. - Customer Success Planning: - Develop and execute customer success plans that align with customer goals and objectives. - Regularly review customer usage and engagement metrics to identify opportunities for improvement and growth. - Product Advocacy and Feedback: - Serve as a customer advocate, providing feedback to the product team on feature requests and areas for improvement. - Keep customers informed about product updates, new features, and best practices. - Retention and Growth: - Monitor customer health metrics to identify at-risk accounts and develop strategies to mitigate churn. - Drive customer renewals and identify opportunities for upselling and cross-selling additional products or services. - Customer Success Metrics: - Track and report on key customer success metrics, such as customer satisfaction (CSAT), Net Promoter Score (NPS), and customer lifetime value (CLV). - Continuously refine processes and strategies to improve these metrics. Qualifications - 5+ years of experience in customer success within a B2B SaaS environment. - Exceptional command of English, both written and spoken, is a must. - Strong technical aptitude with the ability to understand and explain complex technical concepts. - Proficiency in customer success software and CRM tools (e.g., HubSpot, Salesforce). - Strong interpersonal and communication skills. - Ability to build and maintain relationships with customers and internal teams. - Excellent problem-solving and critical-thinking abilities. - Understanding of PRM solutions and the SaaS business model. - Experience with onboarding, training, and supporting B2B customers. - Highly organized with a customer-centric mindset. - Self-motivated and able to work independently in a fast-paced startup environment. - Adaptable and able to manage multiple priorities. - A "jack or jill of all trades" mentality, willing to take on various tasks to support the team and our customers. Benefits - Impact: Be a foundational member of our team, directly influencing the growth and success of our customers and our company. - Growth: Opportunities for professional development and career advancement as we scale. - Culture: A collaborative and supportive work environment where your ideas and contributions are valued.