Customer Success Manager (SMB)

Company Address: 5/2908 Logan Rd, Brisbane, Qld 4119, AU

About GO1

Go1 is the world's learning & development content expert. Go1 curates content from top learning providers to deliver high-quality education and training across a world-leading range of industries and topics. Through Go1's open platform, organisations can offer their employees the skills and training that are relevant for them, in the formats that suit them best - all in a single solution.

Job Description

At Go1, we're on a mission to enable companies to achieve the impossible by maximizing the potential of their people. From a small startup to the world's largest aggregator of learning content, we've grown by solving hard problems, embracing ambiguity, and never standing still. If you thrive on change, get energy from big, complex challenges, and are excited to grow fast alongside smart, ambitious people, then Go1 might be exactly what you're looking for. We offer autonomy with accountability, space to experiment, and the opportunity to shape solutions that impact millions of learners worldwide. We don't have all the answers - and that's the point. We figure it out together. Every line of code, every conversation, every bold idea helps move us closer to our mission: to enable individuals, organizations, and society to progress. There's still so much to build - and even more to discover. Go there with us

Role Overview

As a Customer Success Associate at Go1, you're pivotal in driving lasting customer value through engagement, adoption, and advocacy. Your focus spans customer retention and responsiveness for our SMB clients and reseller partners. You'll identify segments needing support, collaborate on scalable solutions, and ensure our customers derive maximum value from our platform. We're seeking individuals with a knack for creative problem-solving, resilience, and a passion for customer success.

How you'll make a difference

• Supporting a rapidly growing customer base while balancing an at-scale mentality with a customer-centric approach.
• Work closely with our Customer Strategy team to research and develop customer engagement strategies through email, live training, and proactive scaled at-risk outreach.

Responsibilities

• Develop an in-depth understanding of Go1 products, service and internal structures to find solutions and provide advice and support that results in customer success.
• Respond promptly to customer inquiries, leveraging resources and tools to maximise their use of Go1.
• Proactively monitor customer health scores and indicators, identifying and mitigating risks to meet retention targets.
• Contribute to development and iteration of the scaled CS model, knowledge base, tools and resources, and repeatable group engagement programs.
• Maintain accurate and complete customer records, activities, interactions, and risks using internal tools & systems.
• Utilise Gainsight's action insights and data for proactive outreach to mitigate churn risk and facilitate customer growth.
• Identify customer champions to join a growing community of advocates that positively reflect and promote the Go1 brand.
• Mentor, coach and support other CSMs in pursuit of Go1's overall success.
• Share GRR and Customer Satisfaction targets, working as a team to renew and retain the portfolio of customers.

What you'll love about this role

• Drive Results: Use data, the technology stack, and customer insights to achieve objectives in product adoption and engagement.
• Shape Education: Influence how customers engage with the learning catalogue and up-skill employees and individuals.
• Be the voice of customers: Provide best-in-class support, take ownership, escalate as appropriate, and contribute to product improvement.
• Grow personally and professionally: Learn and share best practices at global scale, invest in growth and well-being, and collaborate with colleagues worldwide.

Why You're a Great Fit

• Two+ years of demonstrated success in KPIs related to customer retention, health scores, product adoption, and customer satisfaction.
• Relationship Building: Ability to establish meaningful connections with customers at different leadership levels.
• Data & Analytics: Enjoy analyzing customer data to uncover insights that drive engagement with Go1.
• Collaborative Mindset: Reliable teammate who values diverse perspectives.
• Client Success Mindset & Planning: Experience in client success planning, discovery questions, active listening, and goal synthesis.

While technical skills are important, we welcome applicants who will contribute to our diverse culture, even if you don't meet every criterion.

Join our team at Go1 and be at the forefront of transforming education through innovative learning solutions. One learner at time.

Benefits

• Competitive incentive plan in addition to salary
• Employee Stock Option Plan
• Flexible approach to work
• Monthly work from home or transport reimbursement
• One-time work from home office setup budget
• Unlimited access to the Go1 Learning Hub
• Volunteer leave to give back to the community
• Flexible public holidays - take the days off that are important to you
• Family planning & parental leave, plus support for parents returning to work
• Wellness initiatives and an Employee Assistance Program

We are committed to facilitating a barrier-free recruitment process and work environment. If you require accommodations, please let us know so we can support your participation in our recruitment experience.