Customer Success Manager

Put simply, we’re a SaaS company headquartered in Richmond whose ambition is to become the global industry standard procurement platform in the commercial construction industry. In the last year more than 94,000 organisations have used our platform to tender over 14,000 projects worth a total of $137 billion! We’re the market leaders in Australia & NZ, and now we are growing the size of our team (currently 120) to the UK. We recently secured $20M in new investment to support our strategy so it is a really exciting time to be joining us!

At EstimateOne, we believe that by looking after our whole ecosystem of users, and balancing the needs of our team, our shareholders and the industry, we can achieve our vision to become a global leader in construction technology; famous for the positive impact on the industry we serve. To do that we'll need to make sure we're unlocking value from what we've already built while also inventing new stuff. It's equal parts optimisation and innovation.

Our established startup vibe keeps things lively. We’ve come a long way in 14 years, and seeing what we’ve achieved in that time, get’s us pretty excited for the next 14. We’re passionate about transparent and fair expectations and results and we have a commitment to wellness and happiness that you’ll really feel.

The Role

We are looking for a Customer Success Manager  to take ownership of our high-value customer segments and will be allocated a cohort across our Subbie, Supplier and Builder customers. 

As our Customer Success Manager you’ll:

• Manage an allocated portfolio of High value Subbie, Supplier, or Builder customers, building strong relationships and understanding their specific needs and challenges.
• Work alongside sales and customer enablement to ensure customers are getting the best value, and their goals for the platform are continually met. 
• Be accountable for the growth and retention of your customer portfolio including upsell and cross sell activities in partnership with the sales team. 
• Strive to continually achieve set KPI’s and metrics that enhance the customers experience with the platform. 
• Develop tailored customer success plans to help customers achieve measurable outcomes and maximise the value of E1’s platform.
• Collaborate with cross-functional teams, including Sales, Enablement, Product, and Marketing, to design and execute initiatives that drive revenue growth and reduce churn.
• Act as a customer advocate by providing actionable feedback to internal teams, contributing to product improvements and innovation and always closing the loop with customers. 
• Contribute to the creation and maintenance of customer playbooks, internal process documentation, and knowledge documentation to ensure consistent and efficient service delivery.
• Utilise customer data and insights to identify engagement trends, predict risks, and optimise strategies for portfolio success.
• Champion initiatives to improve the customer experience and ensure alignment with broader organisational goals.
• Maintain detailed client records in our CRM system (Salesforce), tracking interactions, needs, and progress to ensure consistency and alignment across teams.
• Represent E1’s values by building trust and fostering long-term partnerships with customers in your segment.

About you

We are looking for customer-oriented empaths with a passion for enabling customers to get the most out of the services they pay for. We want someone with (3+ years of) experience working in a Customer Success/Account management or other Customer focused role who:

• Gets a kick out of helping customers and their colleagues focus on the “big-ticket items”. 
• Strong commercial acumen with a proven track record in identifying upsell, cross-sell, and expansion opportunities to drive revenue growth and retention.
• Is not afraid to roll up their sleeves to figure out a solution to problems facing our customers with our amazing internal teams.
• Has a wide range of experience working with high-value customers to support them in achieving their goals, and getting the best ROI for their business. . 
• Communicates clearly, directly, and constructively, fostering trust and transparency embracing our F&F values. 
• Embraces the teachable moment opportunities, and digs deeper for feedback and understanding.
• Is ambitious yet authentic - wanting to win (as a team) and win fairly. 
• Ideally you have used customer data tools like gainsight, gong or other reporting systems to target accounts for upselling and lead generation opportunities, supporting the customer continually to meet their goals. 

Perks

There’s more to working at EstimateOne than just creating game changing technology for the construction industry. We know that to reach the lofty goals we set ourselves we need to look after our team, our shareholders and the industry we serve. These are just a few of the things we offer:

• Flexible working hours & the ability to WFH
• An attractive salary
• $5,000 per year to put towards your professional development
• 5 days entrepreneurial leave per year, to work on your side projects and make them come to life
• Paid Parental & volunteer leave
• Business wide activities on a Friday afternoon, every 7 weeks (think escape rooms, drawing classes, games afternoons, online trivia)
• We also match NFP donations 2:1 - to name a few!

EstimateOne is an equal opportunity employer committed to providing a work environment which embraces and values diversity and inclusion. Should you have any support or access requirements, we encourage you to advise us at the time of application.