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Customer Success Manager

RATEIT - Melbourne, VIC

Any Industry
Source: uWorkin

Source: uWorkin


If you love start-ups, are an obsessive learner, passionate about helping customers become successful and you are keen to go on a rapid personal growth journey - read on!

About Us:

At RateIt we’re on a mission to redefine customer feedback - our core purpose is to give businesses the power to make every customer experience exceptional.

That’s why we are building the world’s easiest, and most impactful, customer experience management platform. RateIt is the market leader in customer led, private feedback, captured in a way that allows businesses to place CX at the centre of their decision making. We couple great technology with a high-touch support model to help customers identify and deliver experience improvement opportunities - improving not only their overall customer experience, but also driving customer centric growth.

We work with amazing brands like 7 Eleven, Woolworths, YMCA, ShaverShop and Fullerton Healthcare to help them understand what their customers think and feel in the millions of interactions that happen each day.

While RateIt has traditionally been strong in Retail, Hospitality and Fitness segments, the current environment has also opened up unique opportunities in Aged Care, Disability Care and Health Care. We have quickly complemented our “Customer Experience” Platform with “Visitor Experience” and “Employee Experience” products to cover a wider set of needs. We are now looking to build and grow these new products, and win more market share in these segments.

RateIt is a modern SaaS start-up with teams across Sydney, Melbourne, Singapore, Bali, Brisbane and Perth. This role is ideally based out of Melbourne.

About the role:

At RateIt, our Customer Success efforts are pivotal to the growth of the business. This role will work closely with our large customers, and support them on their journey towards improving their customer experience.

The core activities of this role are:

Managing Enterprise Accounts: Supporting our high value customer get actionable insights from the platform, and helping turn those insights into action (a mini consulting function)

● Monitoring customer usage / success markers; building and executing plans based on metrics

● Developing and running regular engagement sessions, from QBRs to monthly sessions with VIP customers

● Proactively outreaching to customers to orchestrate full adoption (training, support etc)

● Building and running risk assessment programs to proactively mitigate churn risk

Reducing Churn, Maximising Expansion: By providing on going insight and value, minimising churn and growing account value through expansion (you have responsibility for company level net churn)

Establishing Voice of Customer Capabilities:Work closely with the Executive Team to build RateIt's internal 'VoC' capabilities, and defining our value proposition within market.

Influencing Product Roadmap:working closely with the product team to 'productise' the customer insights / features that resonate most strongly

Contribute to our culture of Customer Success Excellence: Support, coach and collaborate with a cross functional team to create strong a customer success function accross all levels of accounts

About you:

● 4-6 years of relevant work experience, ideally in one of the following environments:

Consultant at a CX consulting agency

Senior Customer Success in SaaS organisation

CX Insights lead at a B2C organisation

● You've built and executed new programs while working with cross functional teams

● Ability to create structure in ambiguous situations and design effective processes

● Impressive executive presence and communication abilities

● Bias for action

Our promises to you: 

We believe in creating an awesome workplace where you are doing meaningful work, building meaningful relationships, and having fun. 

Our promises to you are:

● You will be empowered to solve problems and will be given the right tools and culture to get it done

● You will always know where you stand with management - no games or politics here

● We want you to always be learning and growing – so will support you in that journey by giving you a generous monthly allowance for books, courses & your personal fitness

● Encourage you to speak up, both about what's great and what's not

● We will celebrate your hard work and key milestones 

What’s on offer?

● Above industry average salary & package (inc. a range of benefits)

● Strong influence on future product direction 

● Great team full of CX geeks

● An incredibly fun working environment!