Squiz
Information Technology and Services
CustomerSuccessManager
“Customer Success Manager at Squiz. Skills: customer retention, product adoption, net revenue growth, customer success. Monitor and manage customer health scores. Execute standardised customer success playbooks”
What You'll Achieve.
drive customer retention; product adoption; net revenue growth; delivering measurable value; improve customer health; increase adoption; mitigate churn; maximise the value of our products; uncovering opportunities for expansion and growth; shape exceptional customer experiences; scalable processes; long-term business success; consistent customer outcomes; achieving early value; successful product adoption; progress commercial opportunities; drive scalable outcomes; inform engagement strategies; continuous improvement initiatives; long-term success
Industry & Context.
solving problems proactively
What They're Looking For.
Must Have
3 years experience as a CSM in a B2B SaaS environment, communication and stakeholder management skills, ability to engage customers at all organisational levels, ability to build trusted relationships in complex customer environments, confidence analysing customer health metrics, usage analytics, adoption data, and sentiment analysis, understanding of revenue mechanics, expansion strategies, and commercial opportunity identification, ability to influence business improvements, ability to feed customer insights back into product and process enhancements, ability to inspire customer operational leadership, aligning practical delivery methods, engaging the right resources, ownership of customer outcomes, accountability for delivering a high standard of customer success, executing standardised playbooks, managing a mixed portfolio of strategic, managed, and light-touch accounts
Nice to Have
working with mid market and enterprise customers, passion for delivering exceptional customer experiences, championing high-quality outcomes
What You'll Do.
Monitor and manage customer health scores
Execute standardised customer success playbooks
Own and drive net revenue retention (NRR) targets
Lead strategic customer check-ins and QBRs
Drive feature adoption
Define and track measurable success metrics
Deliver scalable onboarding experiences
Support customers in achieving early value
Identify expansion and upsell opportunities
Collaborate with Sales teams
Consistently execute customer success processes
Utilise AI-assisted sentiment analysis
Partner with Product teams
Contribute customer insights to product roadmap discussions
How You'll Work.
Team & Collaboration
Working closely with Sales, Product, and Delivery teams; Collaborate with Sales teams; Partner with Product teams
Communication Scope
communication and stakeholder management skills; ability to engage customers at all organisational levels
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