Enterprise Customer Success Manager - APAC, Sydney Australia

About the Role
As an Enterprise Customer Success Manager at Cascade Strategy, you'll play a pivotal role in our clients' journey towards achieving their strategic goals. We're a team of passionate problem-solvers, dedicated to empowering businesses through effective strategy execution. In this role, you'll forge deep and meaningful relationships with our customers, acting as a trusted advisor and providing guidance throughout their journey with Cascade ensuring that we retain and grow their accounts while delivering measurable value using our product. You'll leverage your project management expertise to ensure successful implementations and product adoption, while your business acumen will be instrumental in identifying growth opportunities. Collaboration is key, as you'll work closely with internal teams to advocate for our clients' needs and contribute to the ongoing improvement of our product and processes.

This role is hybrid, but we expect it to have a regular presence in our Sydney office. If you're a strategic thinker and someone who thrives in a fast-paced startup environment, we encourage you to apply!

Responsibilities:

• Participate in pre-sales activities to appropriately support our sales process, as well as develop the beginning project and product scope that will support an implementation


• Run complex implementations for new customers resulting in a strong launch on Cascade that is supported by strong product adoption


• Manage a book of business, developing an intimate understanding of each account, and developing and executing a comprehensive strategy to retain and grow your customers


• Secure renewals by developing confidence in our value delivery, effectively communicating value to the stakeholders, appropriately identifying and minimizing risks, and executing the renewal contract process


• Identify expansion opportunities within your book of business and collaborate with sales to close them, taking ownership of smaller upsells and focusing on cultivating growth opportunities within your renewals


• Command a strong understanding of our product functionality and seamlessly translate business use cases to existing functionality, while identifying product opportunities and cataloging them for our product organization


• Develop and demonstrate a comprehensive understanding of strategy and strategy management practices, principles, tools, best practices, providing thought partnership and guidance to customers


• Participate as an operator in a startup, contributing to the development and documentation of process and best practices, identifying improvement areas, and generally taking ownership of our Customer Success playbook with the purpose of increasing our ability to move fast, stay lean, and deliver on value to our customers as quickly as possible‍

The Ideal Candidate will Possess:

• Strong client relationship management skills, with an ability to develop deep and trusting relationships with customers quickly, offering strategic thought partnership and guidance in utilizing Cascade, and running effective strategy execution practices


• Detail oriented and thorough project management skills, demonstrating an ability to think logically through required steps and dependencies, effectively documenting and communicating progress, overcoming obstacles and escalating issues appropriately as they arise


• Commercial orientation such that each account is thoroughly evaluated for opportunities regarding revenue retention, referrals and expansion


• Enterprise customer success skills including the ability to multi-thread relationships in complex organizations, executive presence, influence outcomes without direct authority, ensure strong product adoption and be able to communicate a value delivery narrative


• Exceptional meeting management skills, understanding when internal and external prep meetings are required, crafting high-quality customized agendas, delivering focused, relevant content that resonates with customers and effectively summarizing key points and insights, leaving customers feeling confident in Cascade as a valued partner


• Compelling negotiation skills, appropriately identifying shared value points and incentives, understanding the conflicts, crafting an approach that gets to the best outcome that supports Cascade’s business interests, and the partnership with the customer


• Exceptional communication and influence skills, with a demonstrated ability to articulate complex ideas clearly and concisely, tailor messaging to diverse audiences, actively listen to understand concerns, and build consensus among stakeholders to drive successful outcomes. You are a natural advocate, skillfully championing both customer needs internally and Cascade's value proposition to customers, fostering trust and confidence even in challenging situations.


• Resourceful and autonomous problem-solving skills, adept at identifying and diagnosing complex issues, analyzing root causes, and developing creative solutions that align with both customer needs and Cascade’s position. You proactively anticipate challenges and take initiative to resolve them effectively, escalating only when necessary.

Experience:

• Minimum of 5 years in enterprise customer success or an account management role for a software as a service business with ACV >$50k, and experience working at the C-suite level


• Minimum of 2 years experience working in a post series A, or younger, tech company


• Experience working remotely


• Experience in all three Customer Success responsibility areas - Implementation/ Onboarding, Account Renewals & Expansions, Product Adoption & Relationship Management


• Experience advising on / speaking to Change Management in large enterprise organizations or contexts.

Benefits:

• Competitive compensation package + equity


• Flexible work arrangements


• 20 days of Paid Time Off (Annual Leave)


• Paid Public Holidays & Mental Wellness Days


• Parental benefits

About Cascade
Cascade is the world's #1 strategy execution platform and partners with over 25,000 teams around the globe to turn their visions into reality. Through Cascade, business stakeholders plan, manage, and track business performance, leading to better decision making, and the ability to deliver the most impactful initiatives faster and more cost-effectively. 

We are a distributed global team of passionate Cascaders, dedicated to building the future of strategy execution. We are rapidly scaling up and aspire to have Cascade in the hands of millions of people, empowering them to drive alignment, business observability and focus within their organizations.

Enterprise Customer Success Managers act as a trusted advisor to Cascade’s largest customers by enabling them to leverage Cascade’s platform and capabilities to achieve their business goals. They will be responsible in shaping and driving customer transformation across people, process and technology, while driving business value based on the customer strategy and priorities. They will empower Cascade’s high value customers to reach their business aspirations by leveraging the full capability of their Cascade investment. The success of this role means higher customer happiness, retention and the expansion of Cascade’s business.