Your role and goals: Are you a technically proficient professional who has a passion for building strong relationships and driving business growth? We're seeking a Technical Customer Success Manager who is eager to enable our customers' success and achieve our strategic business goals. If you thrive on being a trusted advisor, nurturing customer relationships and identifying opportunities for expansion, this role is for you! You will be instrumental in ensuring our customers derive maximum value from the Productsup platform, fostering long-term retention and driving their continued success. You'll work closely with a portfolio of new and existing customers, guiding them to optimize their use of Productsup and achieve their technical and business objectives. In your first 3 months you will: * Gain a deep technical understanding of the Productsup platform and its capabilities * Familiarize yourself with the Syndication and Feed management ecosystem, understanding key differentiators that position Productsup as a leader. * Build rapport with your assigned customers, understanding their technical configurations and business needs to become a valuable partner. * Collaborate cross-functionally with technical implementation, product, sales, and support teams to ensure seamless customer experiences and successful outcomes. * Begin to identify technical upsell and expansion opportunities by understanding customer workflows and potential areas for improvement. * Become proficient in demonstrating the Productsup platform's technical advantages to diverse audiences, including prospects and existing customers In your first 6 months and beyond you will: * Serve as the primary point of contact post-contract, orchestrating a smooth onboarding and ongoing customer journey by coordinating all internal stakeholders. * Proactively manage the ongoing customer relationship, conducting regular check-ins, monitoring platform usage and health metrics, and implementing strategic actions to mitigate churn risks. This includes leading Business Reviews and engaging Subject Matter Experts for complex technical discussions. * Develop and execute comprehensive Success Plans for each customer in your portfolio, focusing on adoption, value realization, and expanding Productsup's footprint. * Act as the voice of the customer internally, providing feedback to our product and engineering teams to enhance our offerings, sharing insights into customer needs and evolving industry requirements. * Strategically propose additional products and features to expand revenue within existing accounts, collaborating closely with our Sales Director in APAC on renewals and expansions. * Influence Productsup's close rate by becoming a go-to technical resource during the sales process in your region, assisting sales with creative solutions to complex prospect challenges. What you bring to the team: * 2-4+ years of professional experience in a technical customer-facing role, such as Customer Success, Solutions Engineering, Technical Account Management, or a hybrid pre/post-sales position within a software company * Proven technical proficiency and aptitude for data analysis, with the ability to understand complex system integrations and data flows. * Strong sales acumen and experience identifying and driving expansion opportunities within existing accounts. * Exceptional communication skills (verbal and written) in English – you can clearly articulate complex technical concepts to customers and translate customer technical requirements to internal teams. * A strong sense of empathy and customer centricity, demonstrated by your ability to build trusted advisor relationships and solve technical challenges effectively. * Excellent project management, organizational, and time management skills. What we offer you: * A permanent part-time position (20–30 hours/week) at our profitable, growth-focused company * Fully remote work with the option to work from the Sydney office * A unique and thorough onboarding program where you’ll learn the ins and outs of our company and product. * Ongoing internal and external training, personal development, and professional growth opportunities as we scale our thriving business. * Employee referral bonuses: we know that talent attracts talent, and we encourage you to refer people you know to join our team. * The opportunity to take ownership and responsibility, impacting the company’s growth in an international environment with 40+ nationalities.
