Scaled Customer Success Manager

Sales & Account Management

Key Account Manager

Sydney

Permanent / Full Time

Creative flair + project coordination skills to engineer 1:many touchpoints

New role offering a career path as we grow

Developing cross-functional relationships will be key to your success

Who is Citation Group?

At Citation Group we bring together real-world HR, Safety, Legal and Certification expertise along with adaptable workforce management and payroll technology – helping businesses run with confidence every day.

Our team is excited to be growing fast, dreaming big, and doing good things for businesses across Australia, New Zealand, Canada and the UK. With a UK parent company that is Private Equity backed, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.

Want to know more about us visit our website www.citationgroup.com.au

The opportunity

This new role sits as part of our Customer Success team and reports to our Head of Customer Success. It’s not a traditional customer success role but an exciting opportunity for a creative and highly organised person, from either a Customer Success or Marketing background, who is able to design and run programs that drive adoption, engagement and retention across hundreds of accounts at once. Essentially it’s coming up with effective 1:many touchpoints such as webinars, campaigns, automated sequences or something else!

Your key activities will include:-

Design & run lifecycle programs for this large-scale portfolio of customers

Build automated engagement sequences triggered by customer behaviour

Run 1:many touchpoints (webinars, group onboarding, product briefings etc)

Identify at-risk cohorts and execute re-engagement activities

Help define requirements for the systems & data clean-up project

Work cross-functionally with numerous business units to build programs, create content, gather data and problem solve blockers

Our ideal candidate

We’re on the hunt for an individual who is highly collaborative, a creative thinker with exceptional project management skills to execute a high volume of activities. We love candidates who bring a positive attitude to work each day and embrace our Values of Create Confidence, Think big, think bold and Win Together.

Experience in scaled customer success, lifecycle marketing or customer programs – you’ve managed outcomes across a large customer base (without 1:1 relationships)

Hands-on with CRM and automation tools – Salesforce and PlanHat are preferred

You’re data driven and able to analyse cohort data and run experiments

You have strong written communications kills to craft email sequences, webinar content and much more!

You’re a systems-thinker and able to see patterns/trends across the data

You are a natural rapport builder of professional relationships

Familiarity with HR tech, compliance or SaaS based business models

Why join Citation Group?

We have each other’s backs. We’re aligned, communicative, high-performing and proud to work together.

Our Purpose, Vision, Mission and Values are foundational to everything we do. When you join our team, you’ll experience a workplace that values you as an individual and actively engages to bring you ‘into the fold’, contribute to your career growth and set you up for success, in work and life. We don’t do micro-management – we hire grown-ups who are trusted to get stuff done.

When you join Citation Group, you’ll experience what it’s like working for an Employer of Choice – we’ve been named 9 years running. We’re big on flexible working and it’s benefits because we want you to experience work/life harmony. Our office locations are contemporary and created for collaboration, creativity and customer-caring.

We believe you are our ultimate brand ambassador, and we love to reward employees for their contribution; even a trip to Bali – just sayin’! We offer all the Leaves; access up to 12 weeks of paid parental leave, volunteer day leave and no one likes working on their birthday – get an extra day off!

We’re in a big growth phase so if you’re ready to thrive in an environment that thinks big & bold, celebrates wins and delivers on promises – come join us!

Next steps?

Hit the Apply button with your updated CV.

Applicants from recruitment agencies will not be considered. Applicants must have valid working rights for Australia on an unrestricted basis.