Customer Success Manager

DescriptionWe are seeking a motivated Customer Success Manager to join our global team at Accelo. In this role, you’ll be at the forefront of client relations, building and nurturing partnerships with our clients to optimize their use of our product and support their account growth. You will lead Business Reviews (BRs) to drive proactive engagement, providing key insights and value updates that strengthen customer relationships and help mitigate churn. Working closely with various departments, including product management, engineering, sales, technical support, implementation, and marketing, you'll ensure seamless cross-functional collaboration and superior customer experience.

You’ll report to the Strategic Accounts, Team Manager. Key ResponsibilitiesBuild and Maintain Strong Client Relationships: Develop trusted advisor relationships with key stakeholders, executive sponsors, and end-users to foster client loyalty and long-term satisfaction. Serve as the primary point of contact and escalation for client champions, beginning with implementation and continuing through the entire account lifecycle. Cross-Functional Coordination: Collaborate with support, engineering, and management teams to meet performance objectives and fulfill client expectations, coordinating resources to resolve client issues efficiently. Client Retention and Churn Mitigation:

Employ proactive strategies and tools to reduce client churn risk and secure long-term retention, ensuring account stability and growth. Data-Driven Client Insights: Regularly analyze client data to identify trends, usage patterns, and potential issues, enabling targeted recommendations and proactive solutions aligned with client goals. Track and report on key performance metrics (e. g. , account health score, retention rates, upsell revenue) to optimize account management strategies. Recurring Business Reviews: Conduct quarterly business reviews (BRs) to discuss progress, gather feedback, align on goals, and present new features or solutions. Product Advocacy and Feedback:

Advocate for client needs in the product development process, collaborating with product management to represent critical client feedback in the roadmap. Leverage NPS and CSAT insights to support improvement initiatives. Revenue Growth through Upsell and Cross-Sell: Identify opportunities and implement tailored upsell and cross-sell strategies, focusing on long-term growth and renewal. Client Onboarding Improvement: Partner with the implementation team to continuously enhance the client onboarding experience, ensuring clients achieve rapid time-to-value.

First Month GoalsYou will familiarize yourself with Accelo’s customer journey, focusing on the customer journey from engagement to renewal, while building strong relationships with Technical Consulting, Implementation, and other key stakeholders. You will gain a foundational understanding of the Accelo product through structured training and self-directed onboarding - from the current offering to the future priorities of our roadmap. First Quarter GoalsYou will take responsibility for managing your portfolio of clients, managing their day to day escalations as needed while prioritizing proactive customer relationships through business reviews and success plans.

You will work closely with the expansion team to coordinate renewal conversations as well as drive customer adoption throughout the duration of term - aiming for strong customer health and long standing relationships!Qualifications2-3+ years of experience in a client-facing role - ideal candidate has had Account Management, Customer Success or Sales experience in an adjacent field. Outstanding phone presence, with patience and a friendly approach. Exceptional presentation skills and ability to present information to stakeholders internally and externally. Strong written and verbal communication skills. A strong passion for client success and a collaborative mindset.

Ability to translate complex concepts for clients with varying technical expertise. Demonstrated ability to manage complex accounts and engage with both technical contacts and C-level executives. Genuine enthusiasm for teaching and supporting clients in using a professional services automation platform. Ideal TraitsProactive, self-motivated, and capable of working with a strong sense of urgency. A team player with high emotional intelligence, a positive attitude, and a sense of humor. Adaptability to thrive under pressure in a fast-paced startup environment. Strong analytical skills and a history of driving process improvements. Excellent time management, attention to detail, and follow-through.

Strong technical understanding, with the ability to advocate for both the application and implementation of our platform. Ability to prioritize effectively, handle multiple projects, and meet deadlines in a collaborative, dynamic setting. Preferred SkillsInitiative and a proactive approach to tasks. A strong sense of team spirit and enthusiasm for building relationships. Comfortable working in a high-energy startup environment. Exceptional time management, detail orientation, and follow-up abilities. A strong technical aptitude and commitment to helping clients achieve success.

Where You’ll BeThis role requires you to reside in the Wollongong area, with the option to work from home two days a week. We are a global team with members in the US, Philippines, and Australia. Working At AcceloCentrally located office with great access via public transport, and a vibrant, modern office with a large kitchen/dining area stocked with snacks, fresh fruit, drinks, and a coffee and tea bar. Performance Bonuses Hybrid Work Model Life Events Program Employee Assistance Program Pet-Friendly Office Quarterly Employee Recognition Awards Breakout areas with table tennis, darts, and bean bags.

We are committed to building a diverse workforce, as it helps us make better decisions, succeed more quickly, and better serve our global clients. Accelo CareersA couple things to note about the role and application process: We are an equal opportunity employer and warmly welcome diversity on our team. You must have the right to work in Australia; sponsorship is not available for this role. About AcceloFounded in 2011 in Wollongong, Australia, Accelo is a fast-growing SaaS company with a global presence - including teams across Australia, the Philippines, and the United States.

Our mission is to empower Professional Service businesses to thrive with intelligent software, enabling organizations to scale with confidence and achieve lasting success. Accelo is the client work platform trusted by thousands of digital agencies, engineering firms, consultants, and service teams worldwide. Our all-in-one solution integrates project management, CRM, billing, and service delivery into a single, powerful platform that streamlines operations, enhances collaboration, and drives exceptional client outcomes. We believe in empowering people - both through our product and within our workplace.

At Accelo, your creativity, passions, and voice help shape not only our culture but also the evolution of our platform. If you're passionate about Professional Services and eager to contribute to a forward-thinking team, we’d love to hear from you.