About Outfit

Outfit is an Australian software-as-a-service platform that empowers organisations globally and their teams to self create content on-brand, every time. 

Marketing teams are wasting time, money and resources, and are missing crucial revenue, growth and customer experience opportunities. Outfit's Brand Management platform enables Marketing teams to accelerate their organisations speed-to-market, drastically reduce production costs, ensure brand and compliance, while freeing up capacity to focus on more strategic initiatives.

Our vision is to enable organisations to deliver on the power of their brand.

Outfit’s clients include global brands across numerous industries from Technology, Financial Services, Higher Education, Real Estate, Franchises and more. 

Outfit's client  include global brands across numerous industries from Technology, Financial Services Real Estate, Higher Education, Franchise and more. 

Outfit is backed by a team of smart, energetic and passionate people who genuinely love their innovative and most importantly game-changing work for their clients.

Thanks to a team driven by product, process and customer empathy, we are tackling some of the most challenging problems in the marketing environment. 

At Outfit, our team is our family and we place a huge emphasis on investing back into our people with things like Friday beers, tech talks, online course budgets for personal up-skilling, regular team education and the odd game of ping pong - this culture is something we cultivate and extend to our remote employees. 

About the opportunity

We are looking for a driven and passionate Customer Success Manager who will partner with and ensure the long-term success of our clients in North America. With our established HQ in Brisbane, Australia, Outfit also has a presence in the United Kingdom and North America. This role will be based in LA, California, location flexible for candidate. 

As the North American CSM, you will be responsible for developing and nurturing long-term relationships with your assigned clients, connecting with key business executives and stakeholders. You will liaise with clients and internal teams to ensure the timely and successful delivery of our software solutions in accordance with our customer's needs.

This position reports to the Head of Customer Success.

About you

• You are an energetic and keen marketer with a passion for ensuring marketing materials are produced on time, on budget and most importantly, on brand

• You are friendly and personable and appreciate the importance of building strong relationships with your co-workers and clients

• You love innovative technology and get excited about using technology to solve and streamline business challenges

• You’ll be as committed to technical excellence as the rest of the team

Key responsibilities

• Key relationship holder and operate as the lead point of contact for any and all matters specific to your assigned clients

• Be a product expert in the Outfit platform, providing education and training to customers

• Effectively ‘on board’ new assigned clients onto the Outfit platform and have the technological knowledge to be able to help troubleshoot any questions they may have

• Effectively manage all day to day communication, tasks, projects and strategy for all assigned clients 

• Run client training sessions for how to use our platform (both online and face-to-face)

• Build and maintain strong, long-lasting client relationships

• Ensure the timely and successful delivery of our solutions according to client needs and objectives whilst also managing internal budgets and resource allocation

• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders

• Identifying areas for current and future growth opportunity, working closely with the Head of Customer Success and Sales Director to develop appropriate plans and recommendations

• Identify and grow opportunities through collaboration with sales and marketing teams

• Assist with high severity requests or issue escalations as needed

Success factors for the role

Within the context of the role described above, the ideal applicant will be someone who has the following key attributes:

• Proven experience in managing a successful enterprise accounts

• Strategic product thinker with a track record of identifying new opportunities in a client and internal success

• Experienced in managing digitally focused projects or solutions, working in a customer facing or services based industry (Marketing, Media, Advertising, SaaS, Cloud, Technology)

• Ability to collaborate within a team development environment and successfully justify development decisions based on client requests

• Ability to display flexibility and responsiveness and has the initiative, attitude and ability to thrive within a dynamic, challenging and changing environment

• Ability to work in isolation or as part of a small team

• Efficient time management

• Creative problem-solving approach

• Good understanding of Marketing, Sales, Creative and SaaS-based technology

• A solid understanding of the marketing production process for print and online marketing materials

• The highest level of integrity

Mandatory qualifications and requirements

• 2+ years’ experience in a customer success, project management, agency or marketing role

• Passion for delivering fantastic customer service

• Demonstrated ability to communicate, present and influence credibly and effectively at all levels of the organisation

• A solid understanding of the marketing production process for print and online marketing materials

• Experience using platforms such as Jira, Confluence, Zendesk, Intercom, Harvest

• Experience in delivering client-focused solutions based on customer needs

• Proven ability to manage multiple projects at a time while paying strict attention to detail

• Excellent listening, negotiation and presentation skills

• Excellent verbal and written communications skills

• Bachelor’s Degree or z or equivalent in business, marketing, advertising, PR, commerce or economics