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Customer Success Manager

1 month ago

New Zealand Runn Full time

Join our people-first company on a mission to transform resource planning & future of work
- Nurture relationships and support our customers to redefine success in project management
- Transparent & generous pay & benefits
- Flexibility & work-life balance, including 4 day work week

**Runn's mission**:
Runn is a rapidly growing, venture backed B2B SaaS startup that helps organizations around the globe better plan and forecast the work and workload of their people and projects.

We believe in a world of work where people come first. We're on a mission to flip the old world on its head and empower people to work and live their best lives, as we continue on our journey to place humans, wellbeing and technology at the heart of business success.

**Customer Success at Runn**:
Customer Success is at the core of ensuring the lifelong value and success of our customers, empowering them to deliver more streamlined projects & create happier and more fulfilled employees when using Runn.

We do this by going above and beyond, providing service that “wows” and closely supporting product adoption. We believe great customer relationships start and end with listening and empathy.

**Your mission**:
You are the trusted partner and guide for our customers, accompanying them on their journey with Runn. You'll connect with users across the Asia Pacific region, nurturing relationships, boosting their confidence and satisfaction with our platform, and helping them redefine success in resource and project management.

**Role & objectives**:

- ** Customer Support & Retention**: Provide dedicated customer support and build strong relationships with key accounts, conducting periodic health checks and identifying opportunities for upselling. Your effectiveness will be measured by customer satisfaction, account health, and renewal rates.
- ** Product Knowledge & Demonstration**:Become an expert in Runn, understanding and explaining how it fits into customers' wider ecosystems. You'll deliver impactful product demos and guide customers on features and best practice setups.
- ** Customer Success Strategy**: Contribute to the design and implementation of scalable processes for account retention, customer satisfaction, and growth. Your work will be evident in the measurable improvement in product adoption, churn rate reduction, and NPS.
- ** Collaborative influence & product enhancement**: You'll collaborate with sales, produce and marketing teams to achieve strategic account goals, and act as the voice of our customers within Runn. You'll communicate customer feedback and suggestions for new features to help make our product continually better, more user-friendly and tailored to customer needs.
- ** Documentation & data-driven decision making**:Maintain up-to-date customer records and use data insights to monitor important metrics and shape customer engagement.

**The skills, knowledge & attributes you'll need for success**:

- 3+ years of experience in Customer Success within a B2B SaaS environment.
- Agile, resourceful & resilient as you work towards great outcomes
- You take initiative at every turn with the energy to help us build the ship as we go
- A creative problem solver who strives to make things better with each other, for customers, and in the world
- Team-minded and empowering; you love helping others succeed, learn and have fun
- Customer-centric at your core; you love nurturing relationships with active listening and empathy
- Clear, effective and proactive communication; you speak and write well with a knack for making the complex simple
- Driven, detail and process-oriented with well-defined systems to help you prioritize and get work done.
- Proficient in Sales and Customer Success tools such as Hubspot CRM, Intercom, Zendesk.
- Reliable internet + available during core market timezones

**Bonus points**:

- Familiarity with remote working, in a high-growth start-up or scale-up
- Exposure to resource planning, project-delivery or service-based environment

**What you'll experience when working at Runn**:
This is an Intermediate level position with a salary of $120,000 NZD per year.‍

Generous leave and benefits package and policies include:

- 4 weeks paid leave
- 4 weeks paid sick leave
- Access to extended unpaid leave
- Generous WFH allowance
- Health insurance package
- Fully-paid at home work set up & co-working allowance
- 4 day work week policy
- Transparent and generous pay across all levels including automatic annual pay increases

‍
- A people-first company that values transparency, inclusion, adventure and a desire to help you live your best life
- Global HQ is New Zealand and we're scaling our team around the world with teams in Canada, the US, Europe and beyond
- Flexibility to help you work when, where and how you do your best work
- A remote-first environment with opportunities for in-person meetups and social events
- A supportive, high-trust and empowering environment where you can grow your s