Customer Success Manager (FMCG & Retail)

Work Location Requirements

This position is hybrid requiring two days (Mondays and Thursdays) on-site in our Sydney office.

About the Role

We are seeking an enthusiastic and driven Customer Success Manager to join our dynamic Go-To-Market team at Wiser Solutions! In this exciting role, you’ll play a key part in driving success across the APAC region by empowering clients with data-driven recommendations to optimize their strategies. You’ll help clients enhance their sales performance, stay ahead of competitors, and uncover new sales opportunities. Additionally, you’ll support businesses in tracking, analyzing, and measuring the impact of their promotional efforts while providing valuable insights. If you're passionate about helping clients succeed and eager to make a lasting impact, we’d love to hear from you!

Essential Functions

Your main responsibilities will include:

• Scoping, communicating, and project managing customer deliverables.
• Serving as the primary contact for on-boarding, training, and day-to-day needs for your customer group (separate support and engagement management teams exist as well for additional customer coverage).
• Be an advocate for all assigned customers by understanding their business and leveraging Wiser’s solutions to help them grow.  
• Capturing, documenting, quantifying, and communicating customer feedback and risk to the Sales, Marketing, Product, Operations and Leadership teams 
• Assisting in the creation of communal resources and innovating efficient processes to surprise and delight our customers while aiding internal teams. 
• Analyzing customer behavior inside & outside of our solutions in order to take action to improve customer engagement & retention. 
• Leading frequent customer meetings & quarterly business reviews bolstered by proactively sourced data driven analysis. 
• Working with customers and internal sales teams to grow (upsell and cross-sell) accounts, negotiating customer contracts and renewals, and collaborating with management to create corresponding amendments & statements of work. 
• Proactively reaching out to customers to identify risk and assess gaps in value realization to therefore take mitigating action with the support of appropriate internal teams.