Customer Success Manager
Retention, Upgrades, Engagement

B2B Sales / SaaS / Martech

An incredible opportunity to join the Industracom family - a fast-growing people-first marketing technology company. Our platforms: MedicalSearch, HospitalityHub & IndustrySearch are used by 2 million+ buyers annually to connect with trusted suppliers and find the best solution for their needs.

We have two main missions at Industracom

1. Our vision for Confident Commerce: to make B2B buying fast, easy and trusted by transforming the way commercial buyers source products and connect with expert suppliers.

2. Becoming our best selves: to support our team to learn and grow, make long lasting connections and have a meaningful Work/Life balance.

We've grown more in the last year than in the previous 3 years combined and we have an inspiring vision for our product and for our people, underpinned by an authentic team spirit and our core values of Teamwork, Innovation, Ownership and Excellence.

The accompanying motto to our values is Make It Happen’d where alongside a supportive and encouraging environment, you have our blessing to truly own and deliver on a project or responsibility.

How we support you

• Grow with us - We invest in our people with rewarding salaries, training, coaching, mentoring and career development.

• Be fulfilled and connected - A family-like team of passionate people where your ideas are valued including regular Team Brainstorms to shape the future of the company.

• Effective Onboarding: Get up to speed quickly with a structured Onboarding Program, a library of videos & call recordings of top performers, scripts, Playbook, email templates & more!

• Hybrid/Flexible working - Healthy Work/Life balance shared between working from home and our vibrant WOTSO Zetland co-working office (pet-friendly, stocked kitchens, pool tables, ping pong & more).

• Recognition & Awards - Enjoy peer-nominated awards, team events, and celebratory lunches & dinners.

• Personal wellbeing and mental health - Birthday half day off + an Australia-first ‘Me-Time’ program where you get 6 bonus paid days off to take any time through the year! Catch up on personal or family life, take care of yourself and recharge without using up annual leave.

• Amazing Rewards Program - with benefits like free barista coffees, a free lunch and Messina gelato every month, gift card savings on major supermarkets, up to 50% off cinema tickets, plus much more…

• Authentic culture & values - an unmatched team spirit around our core values.

• Family friendly - We support working parents which includes Paid Parental Leave for Primary Carer & Partner.

• Home office setup allowance - Enjoy working from home with the right tools and ergonomics to support your health.

Your main focus

Our traffic and monthly recurring revenue are at all-time highs and our business is poised for its next exciting stage of growth. Customers (suppliers) use our subscription-based Storefront packages to connect with an audience of relevant buyers to increase their sales and return on investment.

As a Customer Success Manager - Retention, Upgrades and Engagement specialist, you will play a pivotal role in influencing and expanding our customer relationships and in turn revenue. You will work closely with our customers through video meetings, phone calls and email communication to understand their needs and demonstrate how our marketing technology solutions can continue to deliver value.

You will be supported by our offshore Customer Success team who are responsible for many of the set up and administrative tasks, new customer welcome/onboarding calls, as well as day to day customer enquiries.

• Retention

  • Achieve customer retention goals by developing and executing retention strategies

  • Handle customers requesting to cancel and inspire them to reconsider using proven tactics

  • Follow up with tailored action plans and support customers to see through agreed actions

  • Communicate insights and required actions with our Customer Success / Marketing team

  • Monitor customer health metrics and identify risk factors for churn
    
    

• Upgrades

  • Achieve upgrade goals by developing and executing upgrade strategies

  • Use data and warm signals to identify opportunities for account upgrades and cross-sells

  • Use outbound sales efforts to inspire customers to upgrade their subscription package

  • Attend to inbound upgrade opportunities

  • Identify referral opportunities and support in running promotional campaigns
    
    

• Renewals

  • Achieve renewal goals by developing and executing renewal strategies (~5% of our customers require Yearly renewal conversations, all others on monthly automated subscriptions)

  • Renew Yearly customers in line with annually adjusted pricing

  • Achieve additional upgrades with renewals
    
    

• Engagement

  • Nurture and continue building relationships with our customers through proactive efforts

  • Educate customers about new platform features and growth plans

  • Oversee that our off shore Customer Success team adhere to our Service Level Agreements - getting prompt responses to customers

  • Ensure that welcome/onboarding calls are done successfully by our Onboarding Specialist

• Day to day

  • Achieve daily activity of 15-20 conversations

  • Assess progress on your goals and take necessary actions to stay on track

  • Develop a weekly plan each Friday for feedback then report back on your progress

  • Maintain active and thorough communication with our internal team

  • Stay highly organised with your pipeline and tasks

  • Keep the CRM up to date with high quality notes and contact information

  • Sharpen your sales skills by implementing feedback from coaching sessions

  • Champion our brand externally and internally

  • Have autonomy and ownership while being supported to succeed in an ambitious environment

  • Be encouraged to have an opinion and think creatively

  • Get involved in regular team building and other team-based activities

  • Proactively suggest ideas and help shape the future of our platform!
    

Skills and experience you bring to the position

• You have proven 2+ years B2B sales experience

• You are commercially minded

• You have excellent communication skills

• You are energetic and highly motivated to succeed

• You have a growth and learning mindset

• You have attention to detail

• You are reliable and a positive team player

Our 7 day / 3 step recruitment process

1. Brief video chat to start - let’s get to know each other (15-20 mins)
   

2. An opportunity to talk more about your experience and the role/company (40-60 mins).
   

3. Explore your skills and experience further, where you can also find out more about us (40 mins).

We appreciate diversity

With us this bit isn't here because everyone else has it. We truly welcome people of all shapes, colours, influences and uniquenesses. Our differences keep the world going round!

Contact us

Contact Gil on 0411 765 945 or [email protected] to talk about this opportunity.