Summary

Our customers are central to our business and were looking for a Customer Success superstar who can own the entire post-sales relationship. This includes onboarding, ongoing retention, and increased product usage.

Through kick-off calls, face-to-face training sessions, email conversations with new and existing customers. Youll build strong relationships that persist through the customers lifecycle. Youll be the first point of contact for all our customers, acting as the face of our business and assisting them with any needs or problems that require solving.

As a product first business, we are obsessed with numbers, and client success plays a key role in what we measure internally. The Customer Success Manager (CSM) will own all increased product adoption, churn, case studies and referrals.

Key Responsibilities

Youll work closely with teams from across the organisation, helping to advocate on behalf of our customers. Youll be responsible for making everybody else aware of their challenges, needs and concerns. Whether thats providing input on a new feature for the product team or offering feedback on the latest campaign to the marketing team.

Customers are at the heart of everything we do.

Skills, Knowledge & Expertise

Hospitality industry knowledge preferred but not required.

Customer-first mentality - To adopt this mentality CSMs will need to get to know their customers unlike anybody else. Become trusted advisors that customers see as true partners.

Business savvy - To get close to customers our CSMs need to understand them. In particular, the mechanics of their business. Taking the time to understand the desired outcomes is essential.

Analytical - Liven runs on numbers; we are looking for someone who is comfortable with data. Analyse, review, act. Data-driven decision mentality and sound business judgment through strong analytical thinking.

High EQ - More than anything a CSMs role is about people! Your fundamental job is to build relationships with customers. Remain calm, have patience and show attentiveness.

Experience - Solid experience in a professional environment dealing with training, onboarding and problem solving for customers. Exposure across Client Success, Customer Success or Account Management experience is important.

Skills

• Analytical Thinking
• Client Servicing
• Communications Skills
• Problem Solving