Customer Success Manager (Remote)

Customer Success Manager | Pod and Hive | Australia

Customer Success Manager in a scale-up – Pod & Hive. This role will define and mature our early efforts to support our growing global partner network. We make multi-screen games for teams in organisations that help them learn and work better together. We sell B2B to enterprise clients and partner consultancies who deliver our games with their clients. This role supports those customers to be successful with our suite of games and their client contexts. 

You join a small team of smart talented people working at pace to grow our customer base and help our partners achieve superb outcomes for their workshop groups and facilitated sessions. 

About the role:

You’ll be joining a young and fast growing company with game and product design, UX and visual design, engineering, some sales/marketing and business operations.  You will be starting the customer success team from scratch.  The role is nominally full-time. Our brand new office is in Sydney CBD and we have flexible remote working as part of our weekly rhythms.  An attractive salary package, cool work, and the potential to participate in an equity (ownership) model await the ideal candidate.

Position Summary

The position is charged with building and maintaining a Customer Success function at Pod&Hive. This function has overall responsibility for keeping Pod&Hive customers and partners engaged, satisfied with the partnership, actively selling and using Pod&Hive games and tools, and contributing to our community. 

Accountability

This position will be responsible to the Managing Director, Pod&Hive. 

Key Responsibilities

Core Responsibilities

• Partner account management
• Responding to customer questions, concerns and requests
• Upselling partners on new games, tools and opportunities
• Proactively assisting partners to sell and deliver Pod&Hive games and tools to their clients
• Managing partner communication channels, including The Hive platform

Leadership responsibilities

• Help the directors to design and build a customer success function
• Help design and build interfaces with other Pod&Hive teams
• Help Sales and Marketing teams with partner and customer strategy
• Ensure the customer success function scales as the business does

General responsibilities

• Contribute constructively and actively to Pod&Hive culture
• Take a proactive approach to own ongoing development
• Any other tasks as required by the Directors

Required Capabilities and Competencies

Essential experience: 

• 3 years minimum experience in a customer success or sales role with direct customer contact
• Experience working in a start-up / scale-up environment

Desirable:

• Experience managing others in customer success or sales roles
• Some experience in building or growing a customer function would be advantageous

Essential competencies: 

• Customer oriented
• Warm, friendly, able to make and maintain relationships easily
• Organised and detail orientated
• Commercial / business understanding
• Very comfortable with learning new online and computer platforms

Desirable:

• Interest in games and gaming might prove advantageous
• Some experience with corporate training (even as an attendee) would be useful

Required skills:

• Proficiency with at least one common customer relationship management platform (CRM), 
• Proficiency with video conferencing software such Microsoft Teams and Zoom
• Basic MSOffice proficiency, including Excel, Word, Outlook and Powerpoint
• Comfortable in social media environments, including LinkedIn, Whatsapp, Instagram

Desirable:

• Proficiency with YouTube/Vimeo or other video hosting platforms might be useful
• Any experience with making short videos might be an advantage.

About you:

Most importantly – you’ll have a real passion for building and nurturing customer and partner relationships, and a strong desire to continually learn and improve. Your love of helping customers and partners to be successful should be evident in your work history. You have the dual talents of interpersonal warmth with attention to detail conscientiousness.

You’ll have demonstrated:

• at least 3 years minimum experience in a customer success or sales role with direct customer contact, 
• experience working in a start-up / scale-up environment.  
• any experience managing others in customer success or sales roles or in building or growing a customer function would be advantageous.

You will have the following essential competencies and skills: 

Essential:

• Customer oriented; warm, friendly, able to make and maintain relationships easily
• Organised and detail orientated
• Commercial / business understanding
• Proficiency with at least one common customer relationship management platform (CRM), 
• Proficiency with video conferencing software such Microsoft Teams and Zoom
• Basic MSOffice / O365 proficiency, including Excel, Word, Outlook and Powerpoint
• Comfortable in social media environments, including LinkedIn, Whatsapp, Instagram

Desirable:

• Interest in games and gaming might prove advantageous
• Some experience with corporate training (even as an attendee) would be useful
• Proficiency with YouTube/Vimeo or other video hosting platforms might be useful
• Any experience with content creation might be an advantage.

About Pod & Hive:

We are a 5-year old Australian business. We are based in Sydney, AU. www.podandhive.com  We build themed multi-screen learning games for adults that combine real world and digital interactions.  We have four completed games in market and a stocked pipeline of dozens more. 

After building and testing in the Australian market, we launched to a global audience in the US earlier this year.  We now have partners in 5 countries across 3 continents, and will be adding at least four new partners in two new countries in the next few months. It’s time for us to get really serious about customer success. 

Tagged as: remote, remote job, virtual, Virtual Job, virtual position, Work at Home, work from home