Customer Success Manager

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

Join us in our mission to create solutions that help keep children safe online.

Who we are?

Headquartered in Perth, Australia, Qoria is an ASX listed global leader in child digital safety technology and services. We are a purpose driven business, operating under the ‘Linewize’ brand in North America and Asia Pacific, under the ‘Smoothwall’ brand in the UK, and under the ‘Qoria’ brand in EMEA. Our solutions are utilized by schools, school districts and their parental communities to protect children from seeing harmful content online, to identify children at risk based on their digital behaviors and to ensure teachers maintain focus and safe learning in the digital classroom. 27k schools and 6 million parents depend on our solutions to keep 22 million children safe in 180 countries around the world.

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
  

Requirements

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

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

Total Compensation: USD $80-100,000 

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