Client Success Manager (CSM)

Client Success Manager (CSM)

Department: Client Success Management

Employment Type: Permanent - Full Time

Location: Melbourne (HQ)

Reporting To: Dylan Senthilan

Compensation: $100,000 - $110,000 / year

Description

Our Client Success team is fundamental in delivering a memorable product experience for our clients, providing them with the expertise, insights and guidance they need to take control of their investor marketing strategy and shareholder engagement.

Our goal is to build an exceptional, world-class Client Success function. We want to be the best in SaaS, and we're halfway there. We're now looking to add another outstanding CS professional to our growing team.

As a Client Success Manager, you will:

• Provide ongoing support to clients to maximise their value derived from the platform, and to embed InvestorHub as mission critical to their company's success.
• Proactively engage with clients to increase opportunities for value delivery and upsell opportunities.
• Perform basic data analysis to inform client insights.
• Maintain the hygiene and accuracy of Hubspot CRM.
• Create a range of basic collateral (videos, posters, email campaigns) to support our clients' investor marketing activities.
• Bring together insights and feedback from our clients and provide input to the product team.
• Proactively identify client needs and collaborate with other internal teams to ensure client success.

Requirements

• Must have at least 2-3 years experience in client services as a CSM, ideally in a fast-growing technology startup with client-facing responsibilities.
• Very strong communication skills (verbal and written) and relationship expertise.
• Exceptional project management and administration skills. You thrive off bringing order and organisation.
• Strong data analysis skills.
• A genuine desire to work in a truly fast-paced start‑up environment.
• An entrepreneurial spirit that allows you to develop creative solutions to problems and execute them.
• Agility.

Within 3 months

• Become an expert in our product offering and processes.
• Learn about listed market, capital raising, investor relations, and market engagement best practices.
• Take ownership of relationships with the assigned portfolio of accounts.
• Understand how InvestorHub to delivers value to clients through the SaaS and service offerings, and be able to articulate this to clients.

Within 6 months

• Act as the voice of the client in our product development process and support the review/iteration of existing features.
• Contribute to the strategy for the Client Success team and work collaboratively with the team in defining new processes and best practices.

Long-term

• InvestorHub invests in its people. As you grow with us, you will get the opportunity to shape your own path and interests within the company.

P.S. Attention to detail is an important attribute for the successful candidate. If you’re reading this, please include an answer to the following question in your cover letter - "Why do you want to work in a startup environment?" Applications without a cover letter will not be considered.

Benefits

At InvestorHub, we empower our team to identify and solve problems as they see them by working in tight, often cross‑functional teams to deliver amazing user outcomes.

If you don't meet all these traits, that's ok. Diversity of thought, background and approach are all essential ingredients for an amazing customer outcome. Just let us know what it is you think you can bring to the role and the team and why you're excited to join in.

In addition to a fantastic role, team and salary, we offer:

• We're hybrid – we love to collaborate in our office overlooking the Yarra, but also support the need for heads‑down time.
• Options – we want you with us for our exciting growth journey.
• Flexible hours – start any day between 8am – 10am to suit your lifestyle.
• Parental leave – we have a gender‑neutral parental leave policy.
• L&D budget – you'll get an annual learning & development budget.
• Regular hangouts – we have monthly social catchups and team offsites.
• Lots of food – a snack cupboard you'll brag about, and free lunches every month.

InvestorHub is proudly an equal opportunity employer. We value diversity and know we are better and stronger as a team when the team is made up of individuals with different backgrounds and experiences.

We recruit, employ, train, compensate and promote regardless of race, colour, gender, sexual orientation, age, physical or mental disability, marital status, family or carer's responsibilities, pregnancy, religion, or political opinion and we aspire to always be a place that people want to come to do their best work in an inclusive, progressive and open‑minded environment.

Recruiters – we respect your expertise and work, but at the moment are handling this and other roles internally and ask that you refrain from contacting us to offer your services.

We believe that diversity is critical to our success. We will not discriminate on the basis of race, religion, national origin, gender identity or expression, sexual orientation, age, or marital, veteran, or disability status.