Customer Success Manager

ABOUT US: Shape the Future of Enterprise Communication with Soprano Design

At Soprano Design, we're not just building technology, we're shaping the future of enterprise communication. Headquartered in Sydney and operating globally, we're a leading CPaaS (Communications Platform as a Service) provider with over 30 years of experience helping over 4,500 government and enterprise clients connect, engage, and thrive.

Our flagship solution, Soprano Connect, is an award-winning platform that enables secure, seamless omni-channel messaging. We integrate email, SMS, voice, conversational AI, IP messaging, and social channels like RCS, WhatsApp, and Google Business Messages into one powerful experience.

The Opportunity – Your Mission

As a vital part of the Sales team, Customer Success plays a key role in ensuring long-term customer satisfaction, retention, and revenue growth. Your primary goal is to guide clients through every stage of their journey from onboarding and training to upselling and renewal, helping them get the most out of the Soprano platform.

Your impact will resonate across every customer touchpoint from uncovering new use cases and growth opportunities alongside our Business Development team, to strengthening client relationships through expert technical support and proactive engagement. By promoting both existing and emerging features and finding innovative ways to maximize platform value, you'll empower customers to succeed while driving meaningful commercial results for the business.

The Journey Ahead – Your role

This includes but is not limited to:

• Coordinate with Business Development Managers to ensure a smooth handover of new clients and in preparation for customer onboarding and training.
• Drive retention and growth among our most valuable customers by understanding their business needs and helping them to measure success using the Soprano platform.
• Retain and renew existing client portfolio and ensure high customer satisfaction scores and feedback.
• Enable successful adoption of Soprano including sharing and developing relevant creative assets, brainstorming ideas, and attending launches virtually or in person.
• Maintain a cadence of communicating with end clients or via channel partners to drive customer adoption trends, sentiment, and mining opportunities for deeper engagement with our direct customers or via our joint channel partners.
• Identify opportunities for channel customers to act as Soprano / Partner advocates (e.g. testimonials, case studies)
• Collaborate closely with go-to-market teams to support new use cases, pilots, renewals, and expansion opportunities.
• Marshall resources across the Soprano organisation as needed to support customers' needs.
• Represent the voice of our channel to inform our sales process and product roadmap from a post sales engagement perspective.
• Contribute to Customer Success programs, process, and knowledge base improvements.
• Perform gap analysis of requirements against existing deliverables.
• Ensure Soprano platform technology skills and product knowledge are kept up to date.
• Proactively seek opportunities to broaden and deepen knowledge base and proficiencies.
• Track and monitor performance and action plans to achieve targets.
• Guide new customers through the onboarding process by working with the relevant internal teams to use automated tools and resources.
• Develop and maintain self-service resources such as tutorials, FAQs, and knowledge base articles.
• Foster a community of channel-based end users through forums, user groups, and social media engagement.
• Identify and cultivate customer advocates who can provide testimonials, case studies, and referrals.
• Working with marketing and installed based programs leads to planning digital engagement and programs to target and improve the overall experience of our installed base customers.
• Where required, the CS will take ownership of critical incidents, coordinating with resolution parties and establishing effective communication between stakeholders for post-incident reviews that meets customer SLAs.

Roadmap to Success - What you'll bring

• Minimum 4 years' Customer Success experience ideally in technology/SAAS based environments managing enterprise brands
• Proven track record of successful client-facing delivery, ensuring portfolio retention and organic growth
• Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
• Empathetic, positive can-do attitude with a desire to help our customers reach their goals
• Ability to work under pressure, in a results-based environment
• Exceptional communication skills, highly organized, collaborative and detail oriented
• Can process issues quickly and accurately
• Able to work independently and within the team to efficiently meet deadlines.
• Follow through with commitments and foster mutual trust with internal and external stakeholders.
• Strong skills in analytical, logical and lateral thinking with ability to learn new products and technologies
• Able to solve complex problems involving multiple variables and uncertainty
• Strong skills in workshop facilitation and project governance
• Strong and applied skills in MS Word, Excel, PowerPoint, Google productivity suite
• Preferred skills in Jira issue tracking, ChurnZero, Salesforce CRM

Why we love it here - Why Soprano

At Soprano, we're shaping the future of enterprise communication. Here's what makes working with us truly one of a kind:

• Industry Leadership: Join a global leader in the CPaaS (Communication Platform as a Service) space with a customer-first approach that allows us to achieve significant results with our clients and partners, ensuring we continue to lead in enterprise communications.
• Tech-Driven Innovation: We're passionate about building future-ready technology that fosters deeper trust, richer meaning, and stronger connections. If you love working on impactful solutions, you'll feel right at home here.
• Global Team, Local Feel: Headquartered in Sydney, we operate across Europe, North America, South America, Southeast Asia, and New Zealand - giving you the opportunity to collaborate with diverse teams and gain global exposure.
• People-First Culture: We believe in creating a workplace where everyone feels respected, valued, and empowered to bring their best selves to work. We trust our employees to achieve and give them the tools to succeed.
• Learning and Development: As a nimble company with a global footprint, we offer unique opportunities to grow your skills, gain cross-market insights, and accelerate your career in a dynamic environment.
• Hybrid Working: We embrace hybrid work and remote roles where possible, giving you the freedom to stay connected with global teams while making space for what matters most in your life.
• Refer a Friend, Get Rewarded: Know someone amazing? Refer them to Soprano and get rewarded when they join the team permanently. Great people know great people, and we give you the opportunity to influence
• Wellness that works: We provide several global benefits such as birthday leave, employee assistance program, annual wellness subsidy, down to having a fully stocked kitchen with fun office events that bring the team together.
• Supporting Parents: We know family comes first and to celebrate this major milestone, Soprano provides additional parental leave to primary and secondary carers.

People are at the core of what we do, and Soprano Design Pty Ltd is committed to a safe, diverse and inclusive workplace where we all thrive and succeed together. We encourage applications regardless of age, gender, nationality, backgrounds and cultures. Please let us know if you require any adjustments to the recruitment process.

All successful applicants will need to provide two professional reference checks and is subject to satisfactory background checks.