Customer Success Manager

At XY Sense we’ve engineered a new kind of AI-powered sensor to create safer, smarter workplaces. 

We’re a Melbourne-headquartered tech startup who recently closed a $A5M seed funding round (backed by Blackbird Ventures) and have just launched our ‘sensor as a service’ platform. 

We’re now looking for a Customer Success Manager to supercharge our customer installation, onboarding and engagement programs as we grow internationally. .

If you’re a customer success nerd (or an equally awesome enterprise Account Manager) looking to make your mark in an ambitious proptech startup

- read on…

The Role

As our Customer Success Manager you’ll be the champion of our customers; helping them to gain maximum value from our products and services and ensure that their voice is heard throughout our product lifecycle.

As our founding Customer Success Manager you will report directly to the Chief Executive Officer and will have the opportunity to define and implement your own global customer success programs.

This is a hands-on role which includes leading customer installation, onboarding and ongoing SaaS engagement and success programs.

Working at the intersection of sales, marketing & product teams, your insights will also help us to shape and continuously optimise our products and services as we grow.

What that looks like on a day-to-day basis

  • Defining our customer success strategy (Mapping customer lifecycle, key milestones and engagement activities) 

  • Leading the implementation of that strategy for both individual customers and on a programmatic basis

  • Customer-facing delivery of sensor installation projects, platform on-boarding and training. This will involve a managed hand-off from Sales team and working alongside Hardware Delivery team to manage timelines and deliver to customer expectations throughout installation phase

  • Acting as our customer’s account representative throughout their customer lifecycle/ engagement with XY Sense; supporting product use, triaging and responding to issues/pain points, identifying opportunities for additional customer value creation and ensuring that the customer is gaining anticipated value ROI

  • Developing scalable systems and programmes to help customers self-serve information and positively engage with XY Sense (for example, value-add user/developer content or user groups) 

  • Working with Product teams to transform customer experiences/ feedback into meaningful solution improvements and usage growth

  • Acting as an advocate for the customer within XY Sense, ensuring their voice is heard

What you’ll need

  • A customer first mindset

  • Customer Success experience for enterprise SaaS customers

  • Strong people management and collaboration/ project management skills. You’ll be working across a variety of stakeholders from enterprise-level SaaS customers through to electrician/delivery teams on the ground

  • Excellent communication,  teamwork and conflict resolution skills 

  • Strong analytical skills (a data and digital first approach)

  • Well-organised and can work autonomously

  • An all-in team player attitude. Be there for your team and help us create a company we all love working for

It’s a plus for us if you have

  • Experience within the IWMS or Proptech Space

  • A Project Management certification 

  • Experience project managing hardware installations in the enterprise property space

  • Experience implementing digital onboarding and engagement programmes

What we offer

  • Equity with high-growth potential 

  • Flexible work arrangements to balance work and life

  • A competitive salary and benefits (Define your own customer success bonus structure)

  • A team that values equality, respect and helping each other thrive at work  (a.k.a We give a $h1t about our team)

A bit more about us

We’re on a mission to use smart sensors and AI powered analytics to create workplaces people love. 

Founded in 2016 by Alex Birch and Luke Murray, XY Sense is a Melbourne headquartered technology startup who has created the world’s most advanced workplace sensor. It’s private by design (protecting people’s privacy), has the longest range of any sensor on the market, collects data passively and best of all delivers highly accurate workplace utilisation analytics in real-time. 

Why should you care? 

We built this ‘first-of-its-kind’ solution because companies around the world are spending billions of dollars every year on empty, un-loved and under-utilised office space. If you've ever struggled to find a free meeting room, a desk, or a place to make a phone call, you'll understand that offices are nowhere near as effective as they should be. Our sensor is changing that. Helping companies use data to better plan space, save money, deliver better workplace experiences and in the era of COVID, keep those offices safer. 

Plus we’re doing all of that by leveraging really cool tech to build something that’s truly new. 

Our founders have previously founded/successfully exited other proptech companies so we know what we’re doing. Our investors think so too. We’re backed by Blackbird Ventures, Australia’s most prominent venture capital fund (Canva, CultureAmp, SafetyCulture). 

Sound good? Join us. 

To learn more about careers at XY Sense visit www.xysense.io/careers

To all recruitment agencies: we do not accept resumes or partnership opportunities. Please do not forward resumes to XY Sense or any of our employees. We are not responsible for any fees related to unsolicited resumes.

Role posted - 2020-11-19T05:26:14Z 4:26pm, 19th Nov 2020 AEDT