Customer Success Manager

This is a remote position.

About Factory

We are a B2B SaaS platform specifically designed to help SMB manufacturers and fabricators streamline their operations by managing orders, collaboration, job scheduling, and time tracking from a centralized platform.

The Role

We're seeking an exceptional Customer Success Manager to join our growing team. 

As a CSM, you'll be the primary advocate for our customers, ensuring they achieve maximum value from our platform while driving retention and growth.

• 40 hours per week
  
• Monday - Friday: 8.30am - 5.30pm Surry Hills, NSW
  
• Includes 1 hour unpaid break
  

Key Responsibilities

Customer Lifecycle Management

• Serve as the trusted advisor and primary point of contact throughout the customer journey 
  

• Develop and execute structured onboarding plans for new customers
  

• Conduct quarterly business reviews to assess performance metrics and identify growth opportunities 
  

• Proactively monitor customer health and engagement metrics
  

• Drive customer retention and expansion through strategic account planning
  

Customer Experience & Support

• Provide responsive, high-quality support to customer inquiries and challenges
  

• Identify and escalate product feedback and feature requests to appropriate teams 
  

• Help create and maintain customer success playbooks and best practices
  

• Contribute to knowledge base content and in-app guidance materials
  

Strategic Growth

• Identify and pursue expansion, upsell, and cross-sell opportunities within accounts 
  

• Collaborate closely with Sales, Product, and Development teams
  

• Drive product adoption and usage through training and enablement
  

• Monitor and report on key customer success metrics and KPIs
  

Required Skills & Experience

Essential Qualities

• Strong relationship-building and communication skills
  

• Exceptional project management and organisational abilities 
  

• Demonstrated experience in customer success or account management in SaaS
  

• Ability to work independently and think critically in fast-paced environments
  

• Resilience and adaptability in handling challenging situations
  

Technical & Business Acumen

• Experience working with SMB manufacturers or similar industries
  

• Strong understanding of SaaS business models and customer success metrics
  

• Proficiency in customer success tools and CRM platforms
  

• Data-driven approach to decision-making and problem-solving
  

• Strong preference with experience dealing with Australian customers
  

The Ideal Candidate Will Demonstrate

• A passion for customer success and technology adoption
  

• Strong empathy and customer service orientation 
  

• Ability to thrive in a dynamic, fast-paced startup environment
  

• Proactive mindset and solution-oriented approach
  

• Commitment to continuous improvement and innovation