Customer Success Manager

Do you want to develop Nezasa’s customer relationship with some of the largest tour operators in the world?

Nezasa is personalising travel at scale, making complex itineraries simple for travellers, travel agents and tour operators.

One of the most important teams when it comes to helping our customers get maximum value from us, is our Customer Success team, which partners with our customers to build relationships, deliver an excellent customer experience and increase value based on our customers’ desired outcomes. We’re looking for a new team member to join our team as a Customer Success Manager (CSM) and take responsibility for some of our most important customers.

The Customer Success Manager is responsible for helping our customers realise the value of our products, including creating and executing on success plans, helping them achieve their business goals, and the adoption of our product to drive greater ROI and satisfaction. 

  As a CSM, you will nurture long-term relationships with your portfolio of assigned customers; connect with key business executives and IT stakeholders; and develop a deep understanding of their business requirements, goals, and how they are using Nezasa to meet their needs.

Your primary goals will be to ensure that Nezasa customers achieve their desired outcomes, have an excellent customer experience, and realise value with our products. You will also be responsible for maximising the value that our customers deliver to Nezasa, identifying upsell and cross-sell opportunities, and ensuring they renew with us.

This role reports to the Head of Customer Success and will work closely with the Sales and Onboarding teams.

As our new Customer Success Manager, you will be responsible for...

• Managing the relationship with Nezasa customers;

• Developing a trusted advisor relationship with key stakeholders and executive sponsors;

• Ensuring all Nezasa activities are closely aligned with the customer's business case and business strategy, allowing them to realize the full potential of Nezasa’s products;

• Negotiating and securing renewals for your assigned accounts;

• Driving increased consumption and upsell for your assigned accounts

• Nurturing customers and creating advocates.

• Developing customer success plans, charting a path to the customer’s desired outcome with Nezasa software, leveraging a comprehensive understanding of Nezasa’s products.

• Serving as the “voice of the customer” at Nezasa.

• Ensuring customer engagement with newsletters, webinars, and events;

• Identifying and assessing renewal risks for customers’ licence subscriptions and collaborate with internal teams to ameliorate; and

• Assisting with high severity requests or issue escalations as needed.

Requirements

To meet the demands of this role, you should have…

• Experience working as a CSM in a commercially-focused role, owning your own book of business, responsible for upsell and renewals.
• An understanding of customer success methodologies and practices including (but not limited to) segmentation, customer journey, and customer health scoring;
• Commercial experience in renewals and/or upselling;
• Confidence when running executive business reviews and engaging with C-level sponsors; and
• The ability to take control and work autonomously - this is a role where you will be expected to plan and execute under your own initiative.

Skills that will help you stand out...

• Experience with travel industry and software as a service (SaaS);

• A proven track record turning red accounts green around through a white-glove approach and partnership with customer stakeholders;

• Experience working at a high-growth scale-up organisation;

• Demonstrated experience in engaging with teams across corporate functions;

• A self-sufficient character able to meet deadlines, and manage changing priorities;

• An ability to thrive with limited structure;

• A results-oriented individual who thrives working in a fast-paced environment and maintains