Customer Success Manager

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:

• Annual paid vacation leaves (accrual)
• Annual paid sick leaves (accrual)
• 10 Filipino Public Holidays (accrual if you had to work you can use it later on)
• HMO provided for you and 1 free dependent
• Group life insurance
• Quarterly meet ups
• Birthday leave and YOU day
• Mental Health/EAP programs
• Work peripheral

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.

Job Description

The Customer Success Manager (CSM) ensures customers achieve a return on investment (ROI), value, and success with ELMO products. This role fosters customer loyalty through partnerships to drive long-term business growth. Customer Success Managers are the primary advocates for ELMO's products, building strong partnerships with customers and collaborating with Account Managers and other ELMO Teams to understand the customer base. The primary objective is to guide customers to deliver value, foster growth, enhance satisfaction, and drive renewals and retention, thereby supporting the Account Management Team's upsell and expansion goals.

The Core Responsibilities Include

• Establishing strong, professional relationships with the Account Management Team, ensuring alignment on portfolio management and business objectives.
• Supporting the Account Management Team in maintaining high customer satisfaction levels and focusing on achieving high retention of contract value.
• Collaborating with the Sales and Marketing Team to support and execute marketing initiatives as required.
• Working cohesively within the Customer Success Team, fostering a brand of collaboration, teamwork, and shared goals.
• Building and maintaining strong, long-lasting relationships with key customers, ensuring ongoing success and value.
• Strengthening knowledge and expertise across the different ELMO modules to act as a trusted Subject Matter Expert (SME).
• Troubleshooting complex issues and escalating where required.
• Providing answers and solutions to system queries and/or customer requirements during meetings or offline.
• Translating customer needs into a technical application and solution.
• Staying up to date with releases and enhancements and conveying their impact to the customer.

Skills and Experience

• Undergraduate Qualification (HR, Business, Business Systems, IT disciplines preferred).
• Minimum 4 years of previous experience in Client/Professional Services, Customer Success, Account Management, or Human Resources.
• Minimum 4 years of experience working with Payroll, Rostering, and Time & Attendance (RTA) SaaS systems is required
• Previous experience with other HR/Talent Management technology.
• Excellent listening and presentation skills.
• Excellent communication skills (both written and verbal) to suit a wide range of people and contexts.
• Ability to quickly learn and grasp technical concepts within a platform.
• Proven ability to manage multiple projects at a time while paying strict attention to detail.
• Experience in reporting, analytics, and writing documentation.

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

ELMO Software 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).

At ELMO, we are passionate about empowering HR with responsible, secure, and safe AI, aiming to be among the first in Australia and New Zealand to achieve ISO 42001:2023 certification. Handling sensitive employee data necessitates strict adherence to our ISO 27001:2022 Certified security policies, making data privacy and security paramount in every role.