Customer Success Manager

Raft
Australia
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementSkills: ["Relationship building","Empathy","Problem-solving","Collaboration","Customer focus"]

Own the end-to-end customer lifecycle for a focused mid-market portfolio, driving product adoption, advocacy, and long-term relationship health. Use customer data to identify risks and opportunities, analyze usage trends, and troubleshoot issues with minimal support using tools like Jira, HubSpot, and Gainsight. Communicate customer feedback to Product and Engineering, leverage AI for customer health and proactive outreach, and participate in QA by spotting UX gaps.

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FursaFursa
Raft
Raft
3 weeks ago

Customer Success Manager

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Source: Company careers pageValidated by: Fursa AI
Last checked: 46 minutes agoStatus: Live

Job Summary

Own the end-to-end customer lifecycle for a focused mid-market portfolio, driving product adoption, advocacy, and long-term relationship health. Use customer data to identify risks and opportunities, analyze usage trends, and troubleshoot issues with minimal support using tools like Jira, HubSpot, and Gainsight. Communicate customer feedback to Product and Engineering, leverage AI for customer health and proactive outreach, and participate in QA by spotting UX gaps.
Location: Australia
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management

Key Responsibilities

  • •Manage the full customer lifecycle to drive adoption, advocacy, and customer outcomes.
  • •Track and analyze customer data to derive actionable insights and escalate trends as needed.
  • •Handle customer issues independently and maintain consistent customer touchpoints with up-to-date historical data.
  • •Use AI for customer health scoring, usage pattern analysis, and proactive outreach recommendations.
  • •Share customer challenges and successes with cross-functional teams and participate in QA by identifying UX gaps.

Key Requirements

  • •Build strong initial relationships with stakeholders at mid-market customer organizations.
  • •Proactively identify customer risks and growth opportunities using available data.
  • •Troubleshoot customer issues with limited support and navigate Jira, HubSpot, and Gainsight.
  • •Communicate professionally and empathetically during challenging conversations to maintain trust.
  • •Must have the legal right to work in Australia.
Experience:Enterprise softwareAISupply chain
Skills:Relationship buildingEmpathyProblem-solvingCollaborationCustomer focus
Tech Stack:JiraHubSpotGainsightAI

Company Brief

Raft
Develops an AI-driven patient and cohort identification platform for life sciences and clinical research, leveraging electronic health records and real-world data to accelerate clinical trial recruitment, site selection, and therapeutic development insights.
Industry: Clinical Research
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