Customer Success Manager

Customer Success Sydney, New South Wales

About Liferay

Liferay, Inc. is a uniquely profitable B2B enterprise software company with 1,000+ fiery-eyed employees all across Europe, the Americas, Middle East, and Asia. As the leading provider of enterprise open source technologies, we have been recognized by Gartner for empowering businesses around the world to solve complex digital challenges.  Our flagship product is the Liferay Digital Experience Platform, which companies like Honda, Bank of the West, and Airbus use to build customized experiences for their customers and employees.  

But we don’t just make awesome software, we are also fueled by a greater-than-profit vision. By building a vibrant business, making technology useful, and investing in communities, we make it possible for people to reach their full potential to serve others. We give our employees five days paid off to volunteer at charities they’re excited about, and Liferay donates 10% of our profits to charities around the world. Oh, we’re also self-funded which gives us the freedom to work on whatever we think brings the most value to customers and communities in the long run!

About You and this Role

We are looking for an individual that combines a true customer-first mentality with a proven background in managing subscription software solutions. The Customer Success Manager works as a trusted advisor with a portfolio of highly strategic accounts, focusing on customer health, adoption, expansion, and renewal. Additionally, the CSM maintains relationships within the Liferay ecosystem, including our Support, Sales, Product Management, and Marketing teams, to ensure only best-in-class experiences for our valued customers. 

The expectation and the measurement of each CSM’s success is subscription renewals, product and project expansion, and an overall  increase in customer satisfaction. Responsibilities are broad and vary based on customer needs, as is typical with this role. At the most fundamental level, a CSM ensures that customers' goals and expectations are identified and met by providing them with guidance, insight and resources, all with unflagging enthusiasm. The most qualified candidates will display exceedingly high interpersonal skills, have experience managing enterprise software customers, show an uncanny knack for saying the right thing at the right time, offer flawless writing and speaking skills, and an attention to detail. An excitement for the role and the team at large is a given.

In this role, you’ll be responsible for:

  • Helping create a world-class Customer Success organization by owning the Customer Success strategy for ANZ, hiring and coaching a team who work with our direct customers and partners
  • This will include developing talent to be a bench for leadership roles in the Success team
  • Manage the post-sales relationship with highly strategic Liferay customers
  • Develop customer success plans, identifying business goals and success measures, and driving achievement of key milestones 
  • Serve as a customer's trusted advisor, lead delivery of all customer inquiries, non-commercial account needs, and escalations
  • Drive excellent outcomes by using data to inform strategy, drive revenue, and allocate resources
  • Build and nurture C-level relationships across accounts to solidify our partnership and commitment to the customer while penetrating the account deeper
  • Identify risks to the customer achieving their stated business goals and work with the account team to build a risk mitigation plan or escalate as needed
  • When appropriate, recommend additional Liferay services needed to drive customer success
  • Build successful senior-level business relationships and facilitate conversations at all levels, including the C-suite
  • Develop videos and written use cases based on experiences gained during customer engagements
  • Present and demo the Liferay roadmap with customers as well as at industry and Liferay events.Deliver on weekly, monthly and quarterly business updates and forecast across the ANZ customer base. The forecast methodology and process will include customer book management and forecasting the various components within Revenue Retention
  • Ability to travel domestically and internationally, up to 25% of the time

Enough about us, let’s talk about you:

To succeed, you will have:

  • 7+ years of experience retaining and growing Enterprise customers
  • Deep experience in building and running a Customer Success, Consulting, Professional Services, Account Management or similar function, at scale - in a B2B SaaS/PaaS company
  • Exceptional design, analytical and problem-solving skills with the ability to exercise mature judgment and advise senior executives
  • Customer first mentality - you make decisions based on customer goals with customer satisfaction the root metric of success
  • Excellent organization, project management, and time management skills
  • Experience in building successful senior-level business relationships and facilitating conversations at all levels, including the C-suite
  • Superior verbal and written communication skills
  • Exhibit exceptional interpersonal skills and professionalism
  • Ability to thrive in a global distributed organization across various time zones
  • Comfortable with a non-linear process, comfort in ambiguity, and flexibility to adjust as things shift
  • Exceptional business acumen, world-class presentation and customer interaction skills
  • Willing to make the most of Sydney based with flexible working and great career/ personal development opportunities
  • Bachelor's degree or equivalent practical experience

Preferred Qualifications

  • Enterprise software experience in selling or customer success; implementation roles such as BA or Business Consultant
  • Previous Customer Success Management experience, portfolios above $3M a plus
  • Experience in project management or software development 
  • Experience with business applications, such as Microsoft Office, Salesforce, Tableau, Jira, and Slack
  • Graduate degree in related field a plus