We’re on a mission to solve loneliness by creating transformative solutions that drive social connection and meaningful impact. We believe in the power of our product to help people achieve their goals, and we're looking for a Customer Success Manager to ensure our customers experience that value every step of the way. If you're passionate about proactively helping customers thrive, driving revenue growth, and fostering cross-team collaboration, we want to meet you!

Role Overview:

As a Customer Success Manager, you'll work with our B2C customers, playing a key role in helping individuals, particularly those who are vulnerable or face challenges, maximise the value of our product to find success. You will be at the forefront of ensuring our customers not only meet their goals but exceed them through the strategic use of our product. You’ll take ownership of the customer journey from onboarding to long-term success, proactively engaging customers to drive adoption, retention, and conversions. With a deep understanding of B2C customer behavior, you’ll help convert users at various touchpoints and collaborate across departments to ensure our product delivers meaningful outomes and turns the customer experience into a successful and revenue-generating engine.

This role does not have any direct reports at this time, but does require leadership from a 'do as I do' perspective, team development and stakeholder management and there is significant opportunity for growth and career progression. As we scale, you’ll have the chance to take on more leadership and management opportunities within the customer success team.

A bit about us

We’re a high growth tech company solving social isolation and loneliness, starting with the aged care and disability industry. By providing affordable non-medical social care services, we build genuine relationships that boost confidence, increase independence and empowerment, and improve health and wellbeing. It’s an incredibly interesting and massive global problem that is unaddressed and under-serviced. This is an opportunity to work at a unique and innovative fast-growing tech startup as we scale. As a for profit and for purpose business we are a small passionate team that is lean and efficient, and you will have a big impact on our team and growth.

Our high performing, innovative team have shared in successes like:

1. #4 fastest growing tech companies in Australia in the 2019 Deloitte APAC Fast 500.
2. Voted Best Social Impact Startup at Startcon in 2018. The bigger Like Family grows, the more people we impact!
3. Work with a team of leaders from OFX, Bupa, Ola, Ninemsn, Brighte, Finder, Archistar and more!

Key Responsibilities:

• Proactive B2C Customer Engagement: Build strong, empathetic relationships with customers, actively reaching out to understand their goals and ensure they maximise the value of our product from onboarding to active engagement.
• User Conversion: Leverage data and insights to proactively convert users at different stages, ensuring their success and ongoing engagement with our platform.
• Customer Goal Achievement: Partner with customers to define success metrics and guide them through a personalised journey that leads to goal achievement.
• Customer Journey Optimisation: Continuously optimise the customer journey, tailoring interactions and implementing scalable processes to ensure our product delivers value at every stage.
• Long-Term Success: Develop strategies and processes to nurture long-term customer relationships that lead to renewals, upsells, and customer advocacy.
• Revenue Driver: Partner with sales to identify opportunities for expansion and additional value creation, contributing to the overall revenue growth.
• Value Optimisation: Be the voice of the customer within our company, ensuring that their feedback and needs are considered across sales, product, service, and support teams.
• Cross-Team Collaboration: Work closely with Partnerships, Product, and Customer Care teams to deliver seamless customer experiences, ensuring our solutions address customer needs at every stage.

Living by our Values:

• Earn it - putting our people, customers and partners first
• Know it - be the expert, set high standards, think big and make evidence based decisions
• Own it - understand problems and are solution and action oriented
• Be it - love what you do - ambitious, curious and passionate
• Share it - open, inclusive and accessible in our communication and celebrations

What We're Looking For:

• You are deeply passionate about our mission, with personality plus! You love to and are able to build relationships with anyone and everyone from the barista at your local cafe to your friend's mum to industry partners
• 4+ years of experience in Customer Success, Customer Experience or Customer Care, ideally working with B2C customers with a strong track record of hitting or exceeding targets. Experience in dynamic business or tech startups is a big plus.
• Customer Advocate: You are empathetic with a customer-first mindset and are passionate about helping them achieve success. Our customers may be vulnerable or going through challenging times, we're looking for someone who can provide exceptional support, handle their concerns with care and foster trust to help them achieve their goals
• Proactive Approach: You’re ahead of the curve, anticipating customer needs and finding creative ways to provide value.
• Goal Hustler: You are determined, tenacious, and willing to hustle to help both the customer and the company achieve their goals. You thrive on overcoming challenges and driving towards success.
• Collaborative Leader: You enjoy working across teams to create holistic solutions that benefit both the customer and the business.
• Data-Driven: You can analyse customer data and use it to drive actionable insights that enhance customer success.
• Revenue Focused: You understand how customer success contributes to the bottom line and are always looking for ways to drive revenue growth.

Compensation:

• Base Salary + 40% OTE: In this role, you'll receive a competitive base salary along with a 40% On-Target Earnings (OTE) component.

Why You'll Love Working with Us:

• Impactful Work: Help customers solve real problems and make a difference in their lives.
• Growth Opportunities: Be part of a dynamic company where you can make a tangible impact and grow your career.
• Collaborative Environment: Work with talented and passionate people across departments to create innovative solutions.

Like Family is an equal employment opportunity employer. We recognise and value inclusion and diversity, and encourage all people from culturally and linguistically diverse backgrounds as well as people with lived experience of disability to apply for our positions.

We recognise the balance between life and work can be hard to strike, and that you’ve got goals and aspirations you’re working towards. At Like Family, we’re passionate about helping you achieve all of life’s successes through a variety of benefits and programs. Some of the highlights include:

• A hybrid work environment, with space located at the vibrant Stone & Chalk at 477 Pitt Street, Haymarket
• Loyalty Leave – additional leave day for each anniversary you reach with us
• A comprehensive performance framework, resulting in bespoke learning and development plans for each team member
• Individual learning and development allowance, supplemented by professional development days to support your career growth
• Social and supportive culture with monthly team events
• Generous employee referral bonus
• Employer funded parental leave scheme

To apply email your CV and Cover Letter explaining why you would love to take on this role to jenna@likefamily.com.au