职位描述

Overview

Join a quietly successful SaaS company in the live events sector, focused on empowering event organizers and fostering vibrant communities. With over 20 years globally and a team of 80+, this founder-led organization prioritizes people and a passion for live music over traditional corporate structure, aiming to facilitate millions of live experiences rather than merely driving ticket sales.

Role Purpose

This is a key foundational role intended to build the proactive customer success function from the ground up. Progressing beyond reactive support, you will lead efforts transitioning customer engagement from simply answering queries to preventing issues altogether. Working alongside the Operations Manager and multiple internal teams, your focus will include designing innovative onboarding processes, identifying recurring support challenges and converting those insights into effective training, webinars and self-help tools.

Key Responsibilities

Shift the customer success approach from reactive ticket handling to proactive enablement and prevention.
Create and enhance onboarding experiences that exceed basic initial setup, providing long-term client value.
Analyze support tickets to detect patterns and develop targeted educational content and webinars.
Collaborate across departments including support, product, and strategic leads to implement customer success strategies.
Maintain some support desk duties during the transition toward a proactive support model.

What You Bring

Experience within SaaS or tech companies in roles related to support, onboarding, training, or implementation.
A genuine commitment to building and evolving a proactive customer success function, not just maintaining it.
An enablement mindset focused on resolving root causes through system and knowledge improvements.
Strong interpersonal skills, comfortable engaging live with clients via phone or video, alongside written communications.
Ability to question current procedures constructively and propose fresh approaches.
Excellent written and verbal communication for producing clear guides and training materials.
Basic data analysis skills to interpret ticket trends and prioritize initiatives accordingly.
Highly organized, detail-focused, commercially aware, and remains composed under pressure.
Adaptability to startup-like environments requiring resourcefulness and self-driven problem-solving.
Preferred: experience with Salesforce or comparable CRM/service platforms, plus familiarity with lifecycle customer engagement methodologies.

Benefits and Culture

Opportunity to develop customer success skills and advance into expanded roles in CS, training, and implementation.
Work within Australia's vibrant live events ecosystem with tangible impact on venues and fans.
Hybrid working arrangement post onboarding (1 to 2 days remote weekly).
Annual company offsites, tickets to festivals, and team social activities.
Autonomy and genuine trust, with a strong voice in shaping customer success strategy.

Additional Information

Salary up to $100,000 plus superannuation on a permanent full-time contract.

Applications are reviewed promptly. Candidates shortlisted will receive the company's identity after selection.

Client Success Specialist | Onboarding & Enablement