We're looking for a passionate and enthusiastic Customer Success Manager to join our team at Like Family. At Like Family everyone is part of the growth team and directly contributes to our growth and the impact we have on our community. As a Customer Success Manager at Like Family, you'll play a pivotal role in building close relationships with our partners, members and social carers. You will own the B2B2C experience and develop and deliver on strategies to activate, retain and grow our customer base, collaborating with various teams to ensure a seamless journey for Members, Social Carers and partners. If you want to get your hands dirty, hustle and contribute to a huge movement making real and valuable positive change then this is for you!

A bit about us

We’re a high growth tech company solving social isolation and loneliness, starting with the aged care and disability industry. By providing affordable non-medical social care services, we build genuine relationships that boost confidence, increase independence and empowerment, and improve health and wellbeing. It’s an incredibly interesting and massive global problem that is unaddressed and under-serviced. This is an opportunity to work at a unique and innovative fast-growing tech startup as we scale. As a for profit and for purpose business we are a small passionate team that is lean and efficient, and you will have a big impact on our team and growth.

Our high performing, innovative team have shared in successes like:

1. #4 fastest growing tech companies in Australia in the 2019 Deloitte APAC Fast 500.
2. Voted Best Social Impact Startup at Startcon in 2018. The bigger Like Family grows, the more people we impact!
3. Work with a team of leaders from OFX, Bupa, Uber, Ola, Ninemsn, Brighte, Finder and more!

What you will be doing:

Reporting to the National Partnerships Manager, you will work with the Partnerships, Operations and Marketing teams to:

• Increase customer numbers and value from activation through to retention and resurrection - through outbound phone calls, product demos and relationship building
• Work with your team to improve the B2B2C experience from activation through to retention and resurrection
• Deliver and develop our retention program throughout the business to hit growth targets.
• Understand and prevent churn
• Use our CRM to manage our pipeline of customers and cohorts
• Turn customers and partners into advocates
• Be an advocate for our customers - get to know them deeply, build relationships with them and identify their issues so we can cater better to their needs
• Streamline processes to ensure we can do more with less

Living by our Values:

• Earn it - putting our people, customers and partners first
• Know it - be the expert, set high standards, think big and make evidence based decisions
• Own it - understand problems and are solution and action oriented
• Be it - love what you do - ambitious, curious and passionate
• Share it - open, inclusive and accessible in our communication and celebrations

Who are you:

• You are deeply passionate about our mission, with personality plus! You love to and are able to build relationships with anyone and everyone from the barista at your local cafe to your friend's mum to industry partners
• You have at least 2 years of experience in customer success, account management or sales with a strong track record of hitting or exceeding targets
• You have experience building relationships with customers and B2B partners
• You are a great communicator, influencer and storyteller and are able to confidently and charismatically speak to customers and partners
• You have a positive attitude and are highly self motivated and results driven
• You are an autonomous worker who loves a goal and to be pointed in the right direction and then be left on your own to solve problems and hit those goals
• You are a people person and team player who is able to work collaboratively and effectively with your team and others towards a shared goal
• You love efficiency and are constantly improving processes, and using technology including a CRM to be more effective
• You thrive in a fast paced-environment and are eager to hustle and learn and continuously develop your skills

What's on offer?

• Base salary plus OTC
• You will have a big impact in our company and the growth team
• Mission driven company where you can make a difference to thousands of people in the community.

Life with Like Family

Like Family is an equal employment opportunity employer. We recognise and value inclusion and diversity, and encourage all people from culturally and linguistically diverse backgrounds as well as people with lived experience of disability to apply for our positions.

We recognise the balance between life and work can be hard to strike, and that you’ve got goals and aspirations you’re working towards. At Like Family, we’re passionate about helping you achieve all of life’s successes through a variety of benefits and programs. Some of the highlights include:

• A hybrid work environment, with space located at the vibrant Stone & Chalk at 477 Pitt Street, Haymarket
• Loyalty Leave – additional leave day for each anniversary you reach with us
• A comprehensive performance framework, resulting in bespoke learning and development plans for each team member
• Individual learning and development allowance, supplemented by professional development days to support your career growth
• Generous employee referral bonus
• Employer funded parental leave scheme

To apply email your CV and Cover Letter explaining why you would love to take on this role to jenna@likefamily.com.au