Senior Consultant Salesforce CRM working on analysis and configuration of scalable Salesforce solutions. Focused on customer consultations in a hybrid work environment.
About the role
- Customer Success Manager at ShopGrok ensuring retail clients maximize platform value. Engage in customer journey from onboarding to ongoing management and insights delivery.
Responsibilities
- Act as the primary point of contact for customer accounts, building strong, trusted relationships.
- Attend regular customer calls to support, guide, and ensure alignment on outcomes.
- Manage onboarding for new customers, including training sessions and setup.
- Deliver insights and analytics in a way that’s actionable and tailored to each customer, including the creation of slides and reports in PowerPoint.
- Identify and escalate product or data issues to our development and data engineering teams.
- Create and maintain clear documentation, including onboarding emails, training materials, and help guides.
- Use our core toolset — HubSpot (CRM), Slack (communication), and Tableau (dashboard delivery and usage analytics) — while helping us expand customer usage metrics and shape how we track adoption.
- Collaborate with Sales, Marketing, Product, and Engineering teams to ensure customer needs are aligned with commercial strategy.
- Drive customer retention by proactively identifying risks and opportunities.
- Contribute to initiatives such as lightweight NPS programs to track customer satisfaction.
- Participate in renewals, upsells, and expansion discussions to support growth.
- Map and improve the customer journey, identifying friction in onboarding, adoption, and renewals, and refining implementations.
- Act as the voice of the customer internally by gathering feedback and feeding it into the product roadmap.
Requirements
- 2–4+ years of experience in a customer success, account management, or similar role within a SaaS environment.
- Proven track record of working directly with customers to deliver analytics or insights, ideally in retail or FMCG.
- Familiarity with SaaS tools and platforms, with the ability to train and guide customers on their use.
- Strong problem-solving skills, with the ability to translate customer feedback into actionable product improvements.
- Excellent communication skills — both written (emails, documentation) and verbal (customer calls).
- Organised and detail-oriented, with a proactive approach to managing multiple accounts.
- Bonus points for:
- Experience working with retail or FMCG data and analytics.
- Knowledge of tools such as Tableau, Snowflake, or similar analytics platforms.
- Background in writing training or onboarding content.
Benefits
- Be part of a growing SaaS company working with some of the largest retailers and brands in Australia and beyond.
- Collaborate with a passionate team of engineers, data experts, and product leaders.
- Opportunity to grow your career in customer success and play a key role in scaling our business.
- Hybrid work environment with flexibility and autonomy.
Job title
Job type
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Not specified
Degree requirement
Tech skills
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