Customer Success Manager

Company Description

Want to deliver tech with purpose, with people who care? 

Join us and develop cutting-edge software solutions that help keep children safe online.

Who we are?

We are a technology company that exists to protect and support every child's digital journey. Leveraging our industry leading technology, we are currently protecting 20k+ schools and 10+ million students worldwide. We’ve grown fast - we’re ASX-listed (QOR.XA) and currently have over 500 employees. Our corporate headquarters is located in Australia, with operations in the US, New Zealand and Europe (United Kingdom & Spain). We’re all proud of our incredible journey so far...and the best is yet to come. That’s where you come in!

Job Description

What’s the opportunity?

The Customer Success Manager role is vital to our company’s success. You will build relationships with customers, proactively solve their problems, enhance customers usage through data analysis and training, and expand the customer throughout the Linewize Suite.  In doing so, you will reduce customer churn and increase revenue, increase customer satisfaction with the product, and promote the customer’s success. You will have clear goals with the autonomy and support to ensure you are able to achieve your goals and help the company achieve its goals.

Here’s how you’ll do it:

• Ultimate ownership for retaining and increasing ARR we generate from existing T3, T4 and T5 customers within a defined territory  
• Building relationships and becoming a trusted advisor and advocate of the customer
• Identifying customer challenges early and then working cross-functionally to address them
• Increasing usage and growing the customers within the Linewize Suite through upsell and cross-sell
• Maintain a high retention rate within your customer base
• Manage a portfolio of existing customers, with a goal of increasing customer usage and supporting customer concerns via email outreach, phone calls, meetings, and product check ins 
• Support the  customer’s adoption of the Linewize Product Suite through solution oriented support and expansion efforts.
• Increasing customers satisfaction and enjoyment of the Linewize Product Suite

Qualifications

What will you bring?

• 2+ years of Account Management/Customer Success preferably in the technology or SaaS space 
• Experiencing support multiple products and expanding customers into new products (Upsell/Xsell)
• Bachelor’s degree or 4+ years of equivalent work experience 
• Edtech experience preferred

You’ll have:

• High level of business acumen
• Proficiency with MS Office, Google Workspace, CRM software
• Excellent communication and presentation skills
• Great interpersonal skills 
• Ability to quickly build relationships and maintain said relationships
• Ability to prioritize customers/projects and manage multiple escalations
• Strong organizational and time management skills
• Comfortable using data to inform data-driven outreach, calendar management, and task assignment
• Desire to solve customer problems and grow customers usage, product base, etc
• Ability to work effectively as part of a team to ensure the customer’s success
• High level of empathy for both your customer and internal stakeholders

Additional Information

Why choose Linewize by Qoria?

In this role, you can expect: 

• Employee Stock Options
• Comprehensive benefits package including Medical, Dental, Vision, and 401K
• Paid Time Off
• Tech Allowance
  .... and much more

More importantly, you’ll:

• Support tech with purpose...

As a CSM at Linewize by Qoria, your work truly matters. With every customer interaction, you’ll be helping children stay safe online. It feels good to do good.

• With people who care...

One of our values is ‘Care, Always’. Our CSMs live and breathe that, every day. We also look after each other, and help create a supportive environment for all.

• Through work that you love...

Customer service takes skill, energy and resilience. It can also be incredibly rewarding. Here, your efforts will be visible and you’ll love the impact you have.

• And a career that you own...

A proven career path forward, with real opportunities to progress your career into other teams and departments within the company. Exposure to industry leading tech, developed in-house by an amazing engineering team. Regular company wide lunch and learn sessions.

Sound