Senior Customer Success Manager

A day in the role:

• Improving Customer Health 
• Working with Account Directors and the Executive team to identify and support all customers in your portfolio, improving red/amber customer health to green, and ensuring ARR is retained. 
• Developing Customer Success Plans with customers that includes critical success factors, executive and operational goals and a plan for areas to collaborate on to achieve those goals, and a summary of planned activities with all parts of Objective.  
• Establishing a trusted adviser relationship that works to ensure customers’ overall satisfaction with Objective product(s). 
• Product Education & Updates 
• Assisting customers in upgrade planning and embedding change. 
• Providing technical guidance and supporting customers transformation strategies. 
• Working with customers and executives to understand value proposition of Objective’s products through the Value Program and evangelising success stories. 
• Portfolio Growth  
• Identifying opportunities where additional services, training, or Objective products may help customers meet their goals or resolve challenges. Provide these as Customer Success Qualified Leads (CSQLs) to the Sales team. 
• Issue Resolution 
• Working collaboratively with Project Managers, Customer Support, Managed Services and Product Management to prioritise, drive and ultimately ensure the resolution of escalated customer issues, raised through Objective Support Incidents (OSI). 
• Collaborating cross functionally within Objective to resolve ad hoc customer requests, pain points, and escalations, to ensure customer retention.  
• Working collaboratively with RSDs, Sales, Finance and Product Management to prioritise and drive the resolution of escalated Non OSI customer issues. 
• Continuous Improvement 
• Acting as the Voice of the Customer internally: reporting and acting on observed areas for improvement. 
• Supporting the development, implementation, and growth of Objective’s Customer Success program. 
• Continually contributing to the improvement of internal processes to deliver better experiences to Objective customers.  

Your skills, experience and beyond:

• Minimum of 7+ years of Customer Success Experience from an IT/SaaS background.
• Excellent verbal and written communication skills with an outlook of finding ways to build, create and deliver outcomes. 
• Salesforce CRM experience.   
• Excellent interpersonal skills with a demonstrated ability to work in a cross-functional team environment.  
• Advanced working knowledge of Content & Process products.  
• In-depth knowledge of business areas including customer service & client management, and software sales. 
• Strong commercial and business knowledge, understands the needs of the customer to demonstrate the use cases of the product effectively. 
• Exceptionally strong conflict resolution, negotiation, and problem-solving capability.  
• Confident and assertive when addressing issues with both customers and internal stakeholders.   
• Excellent stakeholder management capability: can build and maintain quality relationships with a diverse set of internal and external stakeholders, and customers across all organisational levels. 
• Applies knowledge of industry business drivers and best practices to business operations. 

Why join Objective?

• Your work has a purpose- everything we build helps customers deliver outcomes that matter.
• You’re supported Flexible work, genuine care, and a focus on wellbeing are central to life here.
• You can grow. We invest in learning, development, and giving people opportunities to stretch their skills.
• You’re part of a great team. High trust, collaborative, and a culture built around teamwork and quality.