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Customer Success Manager
Location
Australia
Posted
1 day ago
Salary
0
Seniority
Lead
No structured requirement data.
Job Description
Customer Success Manager
Raft
Role Description As a Customer Success Manager, you will operate at an individual level to manage the full customer lifecycle, driving product adoption, advocacy, and relationship management. You will manage a focused portfolio of customers with attention to their lifecycle stages, ensuring detailed follow-ups and a seamless experience. Day-to-day you will: - Proactively leverage data from existing sources to identify customer risks or opportunities for growth. - Track and analyze data to inform actionable insights to improve individual customer outcomes and escalate trends as needed. - Handle customer issues effectively without much support, demonstrating expertise in troubleshooting and navigating tools like Jira, HubSpot, and Gainsight. - Maintain historical data and ensure a seamless experience across all customer touchpoints. - Share customer challenges and successes with cross-functional teams, such as Product and Engineering. - Lean on AI for customer health scoring, usage pattern analysis, and proactive outreach recommendations. - Regularly communicate customer feedback to internal teams and participate in QA processes by identifying user experience gaps. Qualifications - The ability to build strong initial relationships with stakeholders in mid-market customer organizations. - A mindset to strive for enhancing the customer experience by identifying small improvements that can have a big impact. - The ability to handle challenging conversations professionally and with empathy, focusing on maintaining trust. - A collaborative spirit, actively participating in internal forums like standups or Slack and sharing knowledge with teammates. Benefits - Supply chain is the last great industry to be transformed by software. - We move quickly, and the bar is high. - You won't be handed a roadmap. You'll identify what needs solving, build toward it, and own the outcome end-to-end. - Impact is the measure. - We don't track activity. We care about what actually moves the needle — for our customers, our product, and the industry we're reshaping. - The problem is real, and the scale is global. - The supply chain industry moves $19 trillion of goods a year. We're building the AI workforce that makes it run smarter. Your work will matter. - You'll operate with autonomy. - No micromanagement. No waiting for permission. We hire people who are self-directed and trust them to deliver. - We're a multicultural team building something unprecedented. - We work with the clarity and urgency of a team that knows what's at stake. - If you care about impact and want your work to shape the future of AI supply chain — you'll thrive here.
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