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Customer Success Manager

Autopilot, Sydney, Australia

Remarkable team. Remarkable software.


Autopilot is a simple and visual marketing automation software that is trusted and loved by over 3,000 teams around the world. It helps marketers capture and convert new leads, connect with customers and create loyal repeat buyers. The best teams at Lyft, Atlassian, Microsoft, Instapage, LiveChat, Greenpeace, Patreon and Crunchbase all use Autopilot to automate their marketing.

To date our software has helped Australia promote the YES vote on gay marriage and say YES to equality. It’s given Greenpeace the data and tools they need to win activist campaigns. It’s helped Patreon connect and educate creators to give them new revenue streams. And it’s helped hundreds of startups tell their story and grow their businesses.

We’re a successful, fast growing and global company with offices in Sydney and San Francisco. We have thousands of remarkable customers, an extraordinary team and have wonderful investors like Blackbird, Rembrandt and Salesforce Ventures.

We’re now looking for a driven self-starter to join the Customer Success team in Sydney, Australia. You will have an upbeat “can-do” attitude, a demonstrated passion for customer success, and knowledge of the marketing technology industry. You will also understand how to shape a post sales experience; from new customer onboarding, to training, to product adoption and renewal/expansion opportunities.

This is a rare opportunity to help shape an innovative customer success program, work with a fantastic team, and make a real impact by achieving remarkable results with our customers.

Responsibilities

  • Own and manage a large book-of-business ($100K+ MRR)
  • Foster and maintaining account relationships at each level of an organization
  • Grow each of your accounts by driving value for the customer and progressing them through clearly defined account stages
  • Understand a customer’s initiatives & goals
  • Help them execute and deliver on these goals to drive value for their organization
  • Proactively engage with customers to drive retention and reduce churn
  • Travel to meet with customers onsite (as required), and deliver quarterly business reviews
  • Advocate for the customer internally, and work collaboratively with the entire organization to improve the customer experience
  • Maintain a deep understanding of the product and speak with customers about the most relevant features/functionality to help them achieve their goals
  • Deliver best practice content to our customers through a unique onboarding journey, get started tutorials, office hours and value-driven product use cases
  • Serve as a marketing consultant and expert to help customers optimize journeys and grow their businessHelp identify and drive customer references and case studies

Experience & Skills Required

  • Bachelor’s degree [required]
  • 3+ years’ experience in Customer Success or Account Management
  • Excellent written and verbal communication skills
  • Experience working with executive level personnel at both startups and large enterprises
  • Ability to work independently, make decisions and proactively lead and improve processes
  • Proven project management skills with the ability to prioritize tasks
  • Team player and proven contribution to company culture
  • A strong sense of empathy for the customerInquisitive nature and ability to self-learn
  • High attention to detail and the ability to troubleshoot technical issues
  • Proven expertise in a similar or related product
  • A demonstrated understanding of marketing technology, the marketing technology landscape and marketing principles like lead nurturing, content marketing, SEO, SEM
  • Thorough knowledge of Salesforce
  • Understanding and basic knowledge of HTML, CSS, APIs and JavaScript

Perks of being an Autopilot-er

  • Join an international team of remarkable, innovative and creative people
  • Own a part of Autopilot: every team member receives generous stock options
  • Receive training and support for professional development and growth
  • Generous PTO
  • Office snacks and beverages
  • Great setups: stand up/sit desks, large monitors and a laptop
  • Centrally located office in the heart of Sydney CBD
  • Long term opportunities to grow, learn and needle move your career
Autopilot is on a mission to help marketers create remarkable customer journeys and drive revenue. Our visual canvas interface includes automation features for acquiring, nurturing and growing customers, while the platform connects with Salesforce, Slack, Segment, Twilio, and 500+ other apps. Autopilot helps customers like Lyft, Mixpanel, Dolby, Freshdesk, LiveChat, and thousands more to gain a centralized view of their contacts and personalize real-time messaging and lifecycle content nurturing across online, offline, and mobile channels. 

About Autopilot

What we're about Our mission is to empower companies to create remarkable marketing journeys. Every day Autopilot helps companies of all sizes and industries to automate their marketing, rekindle old customer relationships, reach new audiences, and grow their bottom line. Our Story Autopilot was founded in 2012, by three Australian brothers, Mike, Chris, and Peter, while living in Bondi Beach, Australia. After years of pain and frustration stitching marketing tools and data together for some of Australia's leading tech companies, they recognized a clear gap in the market for marketing automation software that is as easy to use as a whiteboard, that plays nicely with other technologies, and can be tried and bought right over the web. Autopilot has grown rapidly to support millions of contacts, raise $32M in funding, and launch the industry’s first self-service, multi-channel marketing solution.

Autopilot

Want to learn more about Autopilot? Visit Autopilot's website.