Customer Success Manager (Maternity Cover, Fixed-Term Contract)

We are seeking a talented and experienced Customer Success Manager to join our Australia team on a temporary basis to cover a maternity leave. This is a fixed-term contract role for approximately 9 months, starting from 17 or 24 February, 2025. Although a remote role, the need is for someone currently located in Australia.

Criteria drives talent success for over 4,500 organizations around the world. Through innovative assessments, video interviewing, and talent management tools, we help companies build more engaged workforces, improve retention, generate more revenue, and increase productivity. 

We've been featured on the Inc. 5000’s list of fastest-growing private companies in the U.S. for the last seven years and have been recognized as a Best Place to Work by Inc. and Built in LA. Most importantly, people are at the heart of everything we do. Our mission is to help companies and job candidates connect to do fulfilling, meaningful work together. 

Customer Success Managers are responsible for developing customer relationships that promote customer retention and loyalty. Customer Success Managers work closely with customers to ensure they are satisfied with and leverage Criteria’s platform. Customer Success Managers work closely with Account Managers to support customer retention and ensure clients are maximizing value out of their Criteria solution. 

Required Knowledge and Skills

To be successful in this role the incumbent will demonstrate the following: 

• High school diploma or equivalent, required. Bachelor’s degree, preferred.  

• Previous related experience (customer success, account management, customer service, renewal sales, training, or technical support) required.  

• Solid business acumen, and experience with SaaS model, preferred. 

• Strong verbal and written communication skills.  

• Exceptional interpersonal and customer service skills. 

• Excellent sales and customer service skills. 

• Solid organizational skills, follow-through, and attention to detail. 

• Excellent time management skills with a proven ability to meet deadlines. 

• Strong analytical and problem-solving skills. 

• Proven ability to prioritize tasks and to delegate them when appropriate. 

• Knowledge and understanding of web-based technologies, curiosity, and enthusiasm 

• Proficient with Microsoft Office Suite or related software. 

Responsibilities 

The primary responsibilities of this role include:  

• Ensure customers derive maximum value from their subscription investment. 

• Onboard new clients, managing all aspects of the account, user administration and provide product training based upon client specific use cases and objectives. 

• Partner with Account Managers to support client renewal, retention and ongoing satisfaction. 

• Understand Criteria’s strategic and competitive position and be an effective advocate for our product. 

• Identify, analyze, and remove roadblocks to growth to ensure customer success. 

• Develop success plans for each client. 

• Rapidly and efficiently respond to incoming customer support calls and emails. 

• Provide web-based training and product implementation support. 

• Proactively manage all customer requests to satisfactory conclusion. 

• Document all customer interactions in our CRM software. 

• Drive product improvements and help inform product development initiatives by listening to customer feedback and relaying it to our product development team. 

Compensation$40.00 per hour AUD