Customer Success Manager

Introduction:
A

Who we are…

Founded in 2002, ELMO Software is the trusted provider of HR technology solutions to 2,000+ mid-sized organisations and more than one million end users across Australia and New Zealand. With a comprehensive suite of ISO-certified solutions that span the full employee lifecycle, ELMO Software is designed to scale as organisations grow. Flexible and configurable, ELMO’s one-stop HRIS fits to your specific needs and workflows. Through powerful technology, automation, data and analytics, ELMO Software empowers HR professionals to play an integral role in company decision making.

Life & Culture...

At ELMO you will be joining an epic team with the opportunity to make a big impact. We foster an authentic, collaborative, fun working environment and being an ELMOnian means you're part of an amazing team that will push you to grow, support you with challenges and allow you to shine. Some of our benefits include:

• Hybrid work set up: 3 days in office/2 days working remotely
• Dog friendly office!
• In-house barista made coffee every da
• Paid Parental leave - 12 weeks primary, 6 weeks secondary
• Birthday leave, YOU day each year, as well as connecting people leave (up to 6 weeks working from anywhere)
• Inhouse Learning and Development initiatives
• ELMO Social and Diversity clubs
• Wellbeing initiatives such as boot camp, yoga etc.
• Mental Health/EAP programs
• Flare Benefits (great discounts, novated leasing, salary sacrifice)

Our values:
Reimagine What's Possible - We believe innovation is human at its core. By staying open, fearless, and adaptive, we continuously push boundaries - while keeping people at the heart of everything we do.
Obsess over Customers – Everything we do is designed to positively impact our customers.
Help Others Thrive - Be they colleagues, communities or customers, we champion ways to help others thrive.
Be Fearlessly Optimistic - We bring unwavering positivity to any challenge, as we know it will drive meaningful change.

Please note: Our internal Talent Acquisition team has got this covered, we’re not open to using an agency for this role.

Description:
Job Description: Customer Success Manager

The Customer Success Manager (CSM) role is crucial for ensuring customers achieve return on investment (ROI), value, and success with ELMO products. You will directly foster customer loyalty through partnerships to drive long-term business growth.

Key Responsibilities:

• Establish strong, professional relationships with the Account Management Team, ensuring alignment on business objectives.
• Support Account Management in maintaining high customer satisfaction and achieving high retention of contract value.
• Act as the primary customer advocate for ELMO products, building strong, long-lasting partnerships with key customers.
• Guide and collaborate with customers to deliver value, foster growth, and drive renewals & retention.
• Adopt an advisory, solution-oriented approach by leading discovery sessions and offering tailored solutions and recommendations.
• Strengthen knowledge across all ELMO modules to act as a trusted Subject Matter Expert (SME).
• Provide answers and solutions to system queries and requirements both in meetings and offline.
• Articulate complex system functionality into simpler concepts for customer understanding.
• Stay up to date with all product releases and enhancements, conveying the impact to the customer base.
• Ensure compliance with ELMO’s information security privacy policies and procedures.

Skills and Experiences:
Skills & Experience:

• Minimum 4 years of professional experience in a Customer Success, Account Management, or Client Services role, preferably within a B2B SaaS environment.
• Required 3+ years of experience working directly with Payroll, Rostering, and Time & Attendance (RTA) SaaS systems is mandatory (KeyPay experience is highly regarded).
• Undergraduate qualification in HR, Business, Business Systems, or a related IT discipline.
• Exceptional communication, presentation, and advisory skills to build and maintain strong, long-lasting customer partnerships.
• Proven ability to manage multiple projects concurrently while demonstrating meticulous attention to detail.
• Strong technical aptitude to quickly learn and master platform concepts, coupled with experience in reporting and analytics.

Apply now and be part of the team shaping the future of work at ELMO!

ELMO Software Pty Ltd is an equal opportunity employer, and we encourage applicants from diverse backgrounds to join our team. We are also committed to advancing reconciliation at ELMO through our Reflect Reconciliation Action Plan (RAP). Data privacy and security is paramount in every role, necessitating strict adherence to our ISO 27001:2022 Certified security policies.