Customer Success Manager

Deliverect

As a rapidly scaling global SaaS unicorn, Deliverect stands at the forefront of revolutionising technological solutions for the dynamic hospitality and Q-commerce sectors. Our mission is clear: to empower ambitious individuals with the skills and knowledge to make a positive impact on business. Developing in their professional careers, all the while being a part of something larger than themselves.

Omnichannel Innovation Our omnichannel solution serves as the driving force behind order management for fast-paced operations, providing seamless experiences for businesses and their customers. With real-time insights and analytics, our versatile and adaptable solution caters to businesses of all sizes in the hospitality and Q-commerce industry, spanning restaurants, delivery services, grocery stores, and more. With Deliverect, businesses don't just survive; they thrive in an ever-changing global landscape.

Unlocking Benefits Our meticulously crafted solutions provide a multitude of benefits:

Growing Sales: Acting as a catalyst, we propel businesses to expand their customer base, accelerating order processing and improving order delivery times.

Optimised Operations: As specialists in fine-tuning business operations, we elevate overall efficiency while concurrently reducing operational costs.

Elevated Customer Satisfaction: Deliverect supports businesses in offering customers faster delivery times and a seamless ordering experience, ensuring unparalleled customer satisfaction.

Dynamic Team and Values Embarking on our global expansion journey across strategic hubs in Europe, North America, South America, Oceania, Asia, and the Middle East, Deliverect is fuelled by ambition and mutual respect. Our tight-knit team thrives on continuous enhancements and personal growth.

Guided by unwavering values of ownership, collaboration, and learning, we provide individuals with an environment to conquer challenges and build determination. Our culture is deeply rooted in our growth story, originating from our Belgian startup roots. From our humble beginnings, we defied all odds in unity, transforming into a global force in the tech industry. We leave a positive impact on our customers and the individuals we serve, creating a lasting legacy in our collective journey.

Department Focus

Meet the Growth team at Deliverect—a squad of highly motivated and seasoned professionals laser-focused on propelling our customers to new heights. We grasp the ever-changing landscape of business needs and take a proactive approach, reaching out to our customers to provide the help and support they need. Think of us as your growth partners, dedicated to ensuring that every business maximises the potential of our platform's features and functionality.

Understanding that each of our customers has distinct needs, goals, and ambitions, we offer a suite of products tailored to help them reach their unique milestones. Our commitment goes beyond the transactional; we're here to build long-term relationships. See us collaborating with our customers, uncovering growth opportunities, and co-creating innovative strategies that set the stage for their success.

At Deliverect, we don't just talk about growth—we embody it. Our Growth team is the dynamic force behind businesses flourishing in today's ever-evolving landscape, proving that success is not just a destination but a journey we navigate together.

Your Impact

As a Customer Success Manager (CSM) at Deliverect, you lead a harmonious orchestra of client success. Combining the insightful guidance of a trusted advisor with the precise analysis of a data-driven expert, you champion the unwavering dedication of a client champion. Your efforts directly contribute to increased customer lifetime value (CLTV) and sustainable revenue growth, positioning Deliverect for success on both regional and global scales.

A Typical Day

• Develop and execute data-driven retention strategies, fostering long-term relationships to increase CLTV and drive revenue growth.
• Collaborate within growth pods to ensure a seamless handover from sales to ongoing client success, addressing client needs with efficiency and precision.
• Guide clients through software implementation, empowering them to maximize Deliverect's capabilities and amplify their business success.
• Champion presentations and reports that showcase Deliverect's value proposition, translating technical concepts into clear insights for clients and internal stakeholders.
• Utilize data analytics to generate reports quantifying Deliverect's impact on client profitability and operational efficiency, informing client conversations and showcasing ROI.
• Address client complaints promptly and effectively, resolving issues to enhance the overall customer experience.
• Identify strategic upsell opportunities by actively listening to client needs and challenges, further propelling their success.
• Create meaningful touchpoints through regular communication and proactive outreach to build strong client relationships.
• Collaborate with clients to manage renewals and assist with contract negotiations.

Your Expertise

• 1+ years of experience as a CSM or Account Manager in a SaaS company, coupled with familiarity with tools like Planhat (CSP), Hubspot (CRM), Google Suite, Slack, and Zoom.
• Proficiency in communication, and building rapport with clients via phone, email, and video calls.
• Ability to translate complex technical concepts into clear, actionable insights for non-technical decision-makers.
• Track record of efficiently managing multiple tasks, finding creative solutions to challenges, and maintaining a positive approach.
• Relevant educational background paired with ongoing learning to stay current with industry trends and SaaS best practices.
• Experience with POS systems providing deeper insight into client challenges and delivering greater value.

Additional Information

• This is a full-time, hybrid role requiring 3 days in our George St, Sydney, office and 2 days working from home. Candidates must demonstrate impeccable English language skills, both written and verbal.
• In addition to the specific requirements outlined, candidates should thrive in a fast-paced, competitive environment, demonstrate high motivation, independence, and teamwork, and be committed to achieving common goals within the organisation.