Customer Success Manager (Elite)

Hudl is looking for an experienced Customer Success Manager to add to our team - serving our customers in Oceania. You’ll work with existing customers, such as professional clubs, federations, high schools and everything in between ensuring they continue to have world-class experiences with our products. You’ll work tirelessly to upgrade their subscription packages and keep our renewal rates high. Across your accounts you'll continuously help customers see the value of Hudl's products with timely communication and follow-up. You'll need to be organized and comfortable on the phone to achieve your upgrade and renewal goals. This role will be based in Australia (Sydney preferred).

Sounds good so far? Here’s what we look for:

You Are

• Sales motivated. You can show value in current product offerings, but look for ways to improve workflows and upsell solutions (experience in the SaaS industry is a bonus).
• A listener. You are passionate about engaging with our users to ensure our teams and athletes get the most value out of their Hudl experience. 
• Honest and dependable. You don’t shrink away from the tough conversations and will go the extra mile to help a customer.
• An excellent communicator. You’re just as comfortable speaking to 100 coaches as you are to 1 coach.
• Creative. You proactively plan how to engage with customers and execute these plans.
• Experienced. You have several years of customer facing sales/CSM experience, ideally you’ve been through a sales education or development programme. Also some experience in the sporting environment is strongly preferred.
• Methodical. Have worked with a CRM like Salesforce and have a disciplined approach to approaching and engaging partners.
• Passionate about sport and technology. You can’t wait to bring the best sports software in the world to professional teams in Oceania. 

You Will

• Beat expectations. Your daily efforts will revolve around connecting with current customers to exceed renewal and upsell expectations in your territory.
• Look for revenue opportunities. You’ll actively find ways to increase current customer revenue.
• Engage current users. To build relationships with our users, you’ll conduct training sessions and health checkups for key accounts.
• You will listen to customers issues and ensure they have the support needed to improve their workflows.
• Focus on numbers. Keeping renewal, conversion and engagement rates high and cancellation rates low will be your number one priority.

We Will 

• Champion work-life harmony. We’ll give you the flexibility you need in your work life (e.g., flexible vacation time above any required statutory leave, company-wide holidays and timeout (meeting-free) days, remote work options and more) so you can enjoy your personal life too.
• Guarantee autonomy. We have an open, honest culture and we trust our people from day one. Your team will support you, but you’ll own your work and have the agency to try new ideas.
• Encourage career growth. We’re lifelong learners who encourage professional development. We’ll give you tons of resources and opportunities to keep growing.
• Provide an environment to help you succeed. We've invested in our offices, designing incredible spaces with our employees in mind. But whether you’re at the office or working remotely, we’ll provide you the tech you need to do your best work.
• Support your wellbeing. Depending on location, we offer medical and retirement benefits for employees—but no matter where you’re located, we have resources like our Employee Assistance Program and employee resource groups to support your mental health.