Customer Success Manager

Position Description

Customer Success Manager (Work From Home)
Digital Marketing Agency for Dentists

A Customer Success Manager career with us means a career where you’re helping clients fully realise the value of our marketing services and software product, whilst growing the adoption of new and exciting services and next-generation technologies from within the industry at large and our wider portfolio of offerings. It means being a trusted strategic advisor to some of the world’s most prominent dental surgeons and influential brands, as they rely on your expertise and our technology, to solve some of their hardest growth challenges.

About Us:

SaaS Global is a Digital Marketing Agency and CRM Software provider. Our Vision is to be the Number 1 Dental Marketing Agency in the World. Our Brand Promise is Dental Marketing with Heart. Our Common Purpose is to Co-Create Smiles. We are based in APAC, have been in business for 12 years and have a team of 30+. Our niche is dentistry. We double the revenue of dental practices in 3 years or less and many of our clients have been with us for 10+ years. We are seeking people who want to be part of something better.

Who You Are:

You are passionate about seeing customers’ successfully grow quality patient numbers and revenue. You will be a senior member of the team who will implement and improve the customer onboarding process + drive the onboarding process with our team and the customer + participate in successful ongoing customer growth by training, educating and informing customers how they are going on what is important to them.

The Role:

As part of SaaS Global’s Customer Success Team, you will form trusting relationships with customers built on your deep understanding of SaaS Global Platform (Go High Level) and the digital marketing services we offer. The Customer Success Manager collaborates with customers from day 1, right after contract signing, and throughout the entire customer journey. You will be one of the main touch points with customers and understand how the rest of the business – Design, Development, Content, Traffic and Support teams – are supporting our customers’ growth.

You must bring strategic, coaching and technical mindsets to your clients. You love teaching people new things, have a passion for engaging with your customers and bring a smile to show every day. We are a growing company and team, and you will be comfortable with identifying patterns, suggesting solutions, providing feedback and improving processes.

Responsibilities:

– Own the customer handoff point from sales.
– Lead the onboarding process for new customers.
– Maximise Time to Value for the customer.
– Assist customers in the initial setup and configuration of the services and software.
– Ensure the software and marketing services are being accessed and utilised.
– Ability to be a front-line leader from a relationship perspective.
– Create trusted relationships in which customers are confident to come to you.
– Identify growth opportunities with customers and create upsell opportunities yourself / or quickly inform Sales to act.
– Develop expertise with new products and features and be comfortable evangelising them to customers.
– Understand the customer’s business goals and challenges and influence our internal product development and service improvements to better serve our customers.
– Monitor customer health metrics of key accounts.
– Proactively identify any potential issues before they become problems.

Tool Specific Requirements

– CRM (Go High Level preferred)
– Zoom
– 3rd Party Analytics (Google Analytics, SEMrush preferred)

Qualifications

– Customer Success Manager experience of 3+ years, from within a Digital Marketing Agency.
– Preferably experience in dental, medical or healthcare.
– Preferably sales experience 1+ years (or a strong understanding of sales principles to drive adoption and usage of SaaS CRM).
– Preferably a bachelor’s degree in business, Science, Marketing, Healthcare Administration, or related field (preferably from an international university).
– Highly proficient in spoken and written English.
– Experience with digital marketing, marketing automation, and CRM tools.
– Strong technical aptitude (hands on usage of CRM systems, ability to understand and explain technical concepts and troubleshoot basic technical issues).
– Relationship building skills. Can build and maintain strong, long-lasting relationships with clients as their trusted advisor.
– A customer-centric mindset with a never-ending focus on aiming for perfect experiences (but settling for excellence).
– Ability to work independently and collaboratively.

Discover an Exceptional Opportunity

Whilst we are a small business, we are very intentional in everything we do. We will be the #1 Dental Marketing Agency in the world. We will grow our People and our Contributions to society as a team. We Value innovation, world class delivery, connection, impact, heart and contribution. Our Keys that drive our thinking are trust, ease, care, excellence, magic and efficiency (in this order).

At the heart of our business is a commitment to our Values and Keys. We believe that everyone should love coming to work and truly be a part of something exceptional, where your contributions go beyond just fulfilling job duties. Here, you’re not just staff; you’re a respected member of our collaborative team. We thrive on ownership, allowing you the freedom to innovate and take charge of your projects, and driving excellence in everything we do.

In our workplace we ensure:

Respect and Recognition: Be a valued team member in an environment that listens, appreciates, and acknowledges your unique contributions.
Tools for Success: We provide the necessary tools and equipment, ensuring you have what you need to excel.
Support for Your Well-being: Your health and well-being are paramount. Feel comfortable taking time off when you need to rest, recover, or simply take a break.
Growth and Development: Expect regular, constructive discussions about your performance and career aspirations, supporting your growth every step of the way.
Inclusivity and Fun: Join a workplace that is not only equitable and challenging but also welcoming and engaging. We celebrate diversity, encourage creativity, and believe that every day should include moments of joy and fun.