Senior Customer Success Manager

Greater Sydney /
Customer Success /
Full time
/ Hybrid
About Easy Agile

Easy Agile are an Australian founded bootstrapped start-up. We have four products built on top of Atlassian’s flagship product Jira, sold via the Atlassian Marketplace. Profitable from year 1, we are on a truly unique journey with an emphasis on work/family/community/self balance, while growing a high-performing team. Due to our extremely fortunate position, we are driven by giving back to our community and our people - enabling our people to live the lives they only dreamed of.

Our HQ is in Wollongong and we have an office in Sydney, but you can find us scattered along the coast anywhere from Brighton to Tweed Heads. We care about our work, our families, our hobbies, our health and our well-being (the list goes on). We offer flexible working, so you can be based anywhere in Australia! We optimise for collaboration and connection face to face as a team each quarter.

We believe that being agile is a mindset, and that true agility unlocks a team’s potential to be happier at work, have more impact in the solutions they’re building, and be more focused on their customer’s success! That’s why our purpose is not to help teams “do” agile, but be agile. We’re proud to call over 1,900 companies our customers, including Netflix, Harvard, Amazon, Lego, Mercedes and Twitter.

About the role

We’re looking for a Senior Customer Success Manager who loves building, creating and taking ownership to join our team! The purpose of this role is to understand our customer needs and ensure we are adding value wherever we can. You will be responsible for building the Customer Success lifecycle including onboarding, product adoption, customer advisory board and retention. 

In this role, you are the voice of the customer and are responsible for ensuring a high-level view of the health of our customers. You’ll build relationships with our customers via partnerships, self-serve and directly. We have over 1500 global customers including the likes of Ubisoft, Gymshark, Shopify, Amazon and Netflix. You’ll work with them to identify their communication preferences and help them to solve their most painful problems using our solutions. You will empower their software development teams to achieve greater agility through driving Easy Agile product adoption and guiding them to continually reflect and adapt their practices.

This role is entirely aligned with our company value ‘be the customer’. We need you to dive into what it’s like to work for our customers and try to navigate the world of Atlassian, Jira, Agile, Marketplace Apps and internal processes. All our customers are at different stages of their Agile journey and you will help them wherever they are in their transformation.

Our global customer base requires this role to be flexible on working hours. Early morning and late evenings will be required to talk to our customers. However our value ‘better with balance’ will ensure you have ample time in lieu to recharge. This is a unique opportunity to contribute to the growth of Easy Agile in a real way. We will look to you to lead and teach the team on the best way forward for customer success.

What you'll do:

    • Own our enterprise accounts to ensure the retention and growth of high LTV accounts. You will connect with customers using a scalable self-service approach whilst providing the personal touch for the larger complex customers.
    • Be where our customers are to help them find value across our products.
    • Act as a trusted advisor to deeply understand customer goals and ensure their success. 
    • Work with the Partnerships and Marketing teams to enable pre-sales.
    • Onboard new customers for optimised adoption. 
    • Encourage upsells, and cross-sells across our products. 
    • Follow up on renewals and establish clear client retention goals.
    • Partner with customers to optimise their accounts, ensuring they are getting full value from our products.
    • Assist customers with navigating through blockers.
    • Build and deliver training courses and educational materials to help customers on their journey.
    • Have a deep understanding of our products. 
    • Attend roadshows, webinars and summits educating customers and partners.

About you:

    • You have a deep understanding of the SaaS business model. From delivering, supporting, implementing or selling SaaS solutions for customers, ideally in B2B.
    • You understand how customer success can contribute to business goals.
    • You have strong relationship building / sales / support skills with partners and customers. 
    • You are a builder and have a flair for building project plans and bringing things to life through execution. You've got experience and learnings from building from scratch!

We'll be excited if you:

    • Have experience working with Enterprise customers (Forbes Global 2,000)
    • Have had exposure to the Atlassian ecosystem and product suite.
    • Have experience working in an agile software development environment.
    • Can demonstrate leadership skills and strategic thinking. We need your help to build our customer success team!
To support you at work and play, here are the fantastic benefits and perks you’ll enjoy at Easy Agile

- Unique and generous Employee Share Option Plan (ESOP).
- Flexible working options (because we value outcomes over output).
- Four paid volunteer days a year to dedicate to your favourite cause.
- An annual learning allowance of $5,000 to help you up-level your skills.
- Quarterly experimentation hackathon weeks to explore new ideas.
- 2% in additional superannuation contributions per annum.
- Company-funded parental leave (20 weeks full pay for the primary caregiver and 6 weeks for the secondary caregiver).
- Summer sessions where you get half days off on Fridays to enjoy the amazing weather as you please.
- $2000 to put towards your home-office fit out (if you choose to work from home).
- Quarterly team off-sites to invest in collaboration and connection.
- Opportunities to travel overseas to conferences to learn more about our customers and agile.

People over perfection
If you are excited about this role but not sure if you meet all of the criteria, please apply. Research shows women and minority groups are less likely to apply for roles where they don't meet 100% of the criteria. We value punching above our weight and people over perfection, so go ahead and apply - we'd love to hear from you.