The product

Heatseeker is a groundbreaking new way for businesses to make faster, data-driven decisions by delivering quick and easy A/B tests directly to your target market. We empower companies to optimise their product and marketing strategies with live market tests.

It’s not just an app, we are building an entirely new platform with many features planned! It is ideal for all businesses, small or enterprise as it enables them to validate their ideas faster with the benefit of saving time and money. It’s so much more than just validation, they will prevent product failure, stay ahead of the competition and craft winning messages - all backed by data!

Our culture

If you’ve got a passion for growth, you’ll have a passion for Heatseeker!

We are a close knit family of like minded souls who all want to produce a world class product we can be proud of.

Heatseeker is an innovation company with creativity and design at its heart. We care deeply about the customer and aim to do things better than before, every time. We use the latest technology, UI, UX, AI to bring the best experiences to customers at an unbeatable price / value offering. Heatseeker has aspirations to be a ‘lovemark’ brand… We are customer centric with everything we do.

Come blaze new trails with us!

The Role

Customer Success Managers at Heatseeker are the customers advocate and are focused on customer satisfaction, retention, and identifying new opportunities to expand our relationships with our customers and partners. As an Associate CSM you will ensure our customers successfully adopt Heatseeker by engaging with them at all key points in the life cycle.

Job Responsibilities

• Implement and ensuring a ‘white glove’ service for our customers
• Address risks of client churn with senior management
• Introduce new products and services to our customers
• Regularly share expertise with the team to support continuous learning and improvement
• Analyze data, discover compelling insights and develop action plans to achieve goals
• Manage customers through the full customer lifecycle, from initial on-boarding, scoping to successful maturity and growth
• Develop and maintain a customer success management plan, and to execute against that plan
• Do consulting and training customers to leverage the best of Heatseeker’s solutions to optimize the customer’s ROI Lead and direct customers, through building strong relationships and creating the conditions and opportunities to up-sell our company’s services and additional products
• Drive excellent customer satisfaction by understanding and over-delivering against Customer expectations
• Maintain customer success targets through contract renewals, growth and lead generation
• Full management of the customer renewal process
• Maintain and innovate the use of CRM/CSM tools to record customer information and to track KPI’s Pro-actively reporting back to the Director of Customer Success and the VP, Customer Success Management on potential account growth, queries and escalating any issues that need to be resolved
• Conduct customer presentations and product demonstrations to educate customers on how Heatseeker will provide added value and/or drive business value
• Collaboratively work effectively with and across other departments, especially the sales team
• Maintain an active course of self-development in Heatseeker & Industry developments
• Travel to customer locations when necessary

Work Hours: Monday to Friday, 1:00 PM – 9:00 PM

Knowledge and Experience

• Relevant customer success and or account management experience in a software company
• Marketing experience and understanding of growth hacking and growth marketing techniques and tools
• Excellent written and verbal communication skills in English
• Highly driven with strong desire to achieve top results and break through barriers, determined to adapt quickly and comfortable with some ambiguity
• Strong conflict management and conflict resolution skills
• A passion for people, able to use your initiative and willing to go the extra mile
• Strong customer facing skills, able to pro-actively manage customer expectations, recognize customer needs and adapt company capabilities to customer’s requirements
• Track record of achieving targets in a solutions environment
• Ability to work well under pressure, while retaining focus and composure
• Ability to communicate technical/ business issues and solutions clearly and confidently
• Ability to understand, communicate and interpret best practice digital marketing techniques
• Confident; self-motivated and driven to achieve.