Principal Customer Success Manager

First Things First - What We Can Offer You

• Ground-breaking parental leave program
• Up to 4 weeks' annual "Work from Anywhere" benefit
• Second-to-none product training
• Opportunities for growth, development and career progression
• Fun team camaraderie and events
• Paid volunteer leave days
• Public holiday exchange
• And a range of other fantastic benefits!

The Job

The Principal Customer Success Manager will be responsible for managing key global accounts, focusing on building strong, lasting relationships with up to five of our most critical clients. This role will involve close collaboration with colleagues in the US and UK to ensure global consistency and success in managing these accounts. In this role, you will be the primary point of contact, ensuring clients achieve their desired outcomes with our products and services.

What You’ll Do

Manage Key Accounts: Serve as the primary point of contact for key global clients, ensuring a seamless customer experience across global operations.

• Build Trusted Partnerships: Develop and nurture trusted relationships with assigned clients, demonstrating a strong commitment to their success and satisfaction.
• Global Collaboration: Collaborate with customer success teams in the US and UK to ensure a unified approach to account management and client satisfaction.
• Customer Lifecycle Management: Oversee the entire post-sales customer lifecycle, from onboarding to renewal and expansion, ensuring clients maximize the value of our products.
• Product Expertise: Maintain a deep understanding of our products, the client’s business objectives, and industry trends. Proactively share insights, best practices, product updates, and act as a thought leader.
• Cross-Functional Coordination: Work closely with internal teams to drive product adoption, address challenges, and remove obstacles to client success.
• Manage Escalations: Handle escalations independently, keeping clients informed and engaged while resolving complex situations effectively.
• Mentorship: Provide guidance and mentorship to junior team members, fostering growth and capability within the Customer Success team.
• CRM Management: Keep client records updated in the CRM system and generate necessary reports to track and communicate client success metrics.

What You’ll Bring

• 7+ years in a customer success role, with experience managing large enterprise and/or strategic level accounts.
• Exceptional communication and relationship-building skills, with a proven track record of managing complex client relationships.
• Bachelor’s degree in Business, Marketing, or a related field is preferred.
• Strong problem-solving skills, a proactive, growth orientated mindset, and the ability to adapt in a dynamic environment.
• Occasional travel may be required to meet with clients and global team members.

Core values required of all Simpro employees:

While experience in the above areas will be highly considered, it’s important to note it will be secondary to the person with the right determination, attitude and Simpro compatibility. Our culture and core values are very important to us:

We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro Group and its affiliated companies (Simpro, AroFlo & ClockShark) is an equal opportunity employer, with a best-of-class onboarding program and a very supportive team environment. We embrace and support culture diversity and Equal Employment Opportunity. Aboriginals, Torres Strait Islanders and minority groups are encouraged to apply. .

Visit simprogroup.com/au/company/careers to learn more about us and our values.

We would like to take this opportunity to thank all candidates for their application.

*Please note, no agencies will be accepted in the recruitment of this role.