The Customer Success Manager plays a critical client-facing role at HSI APAC and is responsible for maintaining strong customer relationships, supporting product adoption, driving account growth and retaining customer licences.
This role owns our scaled portfolio of customers and balances strategic investment, scalable engagement and proactive risk management to deliver customer retention, health and growth outcomes.
Success in this role requires strong communication, commercial acumen and a solid understanding of HSI products, customer objectives and internal processes to effectively partner with customers and internal stakeholders.
The CSM maintains a retention and growth mindset, prioritising investment across a broad portfolio through both high-touch and scaled engagement strategies to maximise customer value.
Requirements
Essential Functions
· Plan and lead regular customer engagement activities, webinars and scaled customer programs.
· Build and maintain relationships with key stakeholders through regular phone, email, digital and face to face engagement.
· Understand customer objectives within this portfolio, risks and success measures and align customer engagement strategies accordingly.
· Work with customers to ensure they are leveraging HSI products effectively and achieving value from the platform.
· Maintain visibility of customer health indicators and proactively identify risks to retention and opportunities for growth.
· Efficiently manage time and customer investment across a scaled portfolio to maximise customer outcomes.
Customer growth and retention
· Upsell products and services and contribute to account optimisation and business growth.
· Contribute to client retention strategies and projects.
· Maintain knowledge of contract obligations and renewal requirements.
· Develop and execute success planning, adoption strategies and scaled engagement initiatives to improve customer maturity and retention outcomes across this portfolio
· Maintain annual retention and growth targets for the managed portfolio.
Scaled customer engagement
· Leverage scalable engagement motions, including webinars, digital campaigns, group enablement sessions and customer communications, to efficiently support a broad portfolio of customers.
· Prioritise customer engagement based on customer health, renewal risk, commercial opportunity and strategic value.
· Balance proactive customer outreach with targeted intervention where customers require additional support.
Cross-functional collaboration
· Partner effectively with Support, Implementation, Solution Engineering and Product teams to deliver positive customer outcomes.
· Engage specialist teams where technical, implementation or product expertise is required while maintaining ownership of the customer relationship and overall customer experience.
· Provide guidance and business context to supporting teams to ensure customer priorities, risks and objectives are clearly understood.
· Be a customer advocate while capturing customer feedback and reporting trends and requests to Product Management and Development.
KPI's
· Achieve annual retention targets across the managed portfolio (96%)
· Achieve individual upsell targets.
· Maintain and improve customer health across the portfolio.
· Maintain accurate forecasts, customer records and account plans.
· Deliver scalable customer engagement initiatives that support customer adoption, satisfaction and retention.
· Demonstrate effective prioritisation and strategic investment across the portfolio.
· Build and maintain strong cross-functional partnerships that support customer outcomes.
Qualifications and Experience• Experience with 2 + years of managing client accounts
• Excellent communication and problem-solving skills
• Have an interest in technology and master new technology easily
• Experience in a Health, Safety and/or Employee Wellbeing role
• Experience with data and reporting
• Experience with Sales Force software (or similar CRM/Ticketng systems)
• Proficient in project management tools, MS Office Applications, experience with CRM tools
• Sales experience (upsell)
Benefits
- Access to a confidential and free EAP Service (Employee Assistance Program)
- Birthday Bonus Day – A day of paid leave for your birthday!
- Access to FlareHR Employee Benefits & Discounts, including Novated Leasing
- Tuition Reimbursement – We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.
- Volunteer Leave – We believe in giving back and supporting activities that serve the community which is why our employee’s are entitled to 16 hours of volunteer leave per year to support causes that align with our mission ‘Connection Workplace Safety, Compliance and Employee Development’
- Free Skin Checks & Flu Vaccines
- A flexible and hybrid working environment - with free Coffee and Snacks in the office!
- Office Lunch provided monthly
- A collaborative and supportive team-based environment
