Customer Success Manager

Easy Agile Career Description - Customer Success Manager

Wollongong, Australia  ·  Marketing  ·  Full time
$110 - $140k   (plus 12% superannuation)

About us

We believe that for too long agile has become synonymous with the “doing” of ceremonies like sprint planning, retrospectives and daily huddles. We believe that being agile is a mindset and that true agility unlocks a team’s potential to be happier at work, more impactful with the solutions they’re building, and more focused on their customer’s success.

We believe being agile means:

  • trust in the team
  • innovation and creativity
  • curiosity and learning
  • living lean principles

That’s why our purpose is to help teams be agile.

We believe the way to achieve this is by educating, empowering and giving teams at all stages of agile maturity the tools, support and thought-leadership they need to succeed.

We’re a product and technology-led software company founded by two Atlassian alumni in 2016 and we’ve been building from the bottom up ever since. We’re proud to call over 1,800 companies such as Netflix, Harvard, Amazon, Lego, Mercedes and Twitter our customers.

Easy Agile has four products that are built on-top of Atlassian’s flagship product Jira and sold via the Atlassian Marketplace. Every month, over 160,000 agile team members use our apps to help them deliver value to their customers.

Our products help team’s at all stages of their agile journey; from just getting started at sprint planning and persona building, all the way through to enterprise and large scale, team of team planning.

We’re a team of talented and curious graduates, mums, dads, knitting and plant enthusiasts, first-home owners and pet lovers, and we’re proud of our sustainable growth story. Our values are lived and breathed in everything that we do, and have become part of our everyday language.

We’ve made the coastal town of Wollongong, Australia our home and our beautiful new office is nestled between the mountains and the sea. We love our community and show our support through groups like Siligong Valley and our commitment to Pledge 1%.

Easy Agile 5th Birthday Celebration

About the role

This is the first Customer Success Manager role at Easy Agile. You will be responsible for establishing the foundation of Customer Success including onboarding, product adoption, customer advisory board and retention.

A Customer Success Manager is obsessed with the moments that matter. You’ll build direct relationships with our largest global customers (Forbes Global 2,000) and help them solve their most painful problems using our solutions. You will empower their software development teams to achieve greater agility through driving Easy Agile product adoption and guiding them to continually reflect and adapt their practices.

As part of this role you will craft key results with your cross-functional team that contribute to the company’s objectives and long term goals.

The Customer Success Manager reports to Sean Blake, Head of Marketing, and is embedded with one of our product and engineering teams. Here’s a video from Sean explaining what to expect in your first 90 days:

What you'll do:

  • Build customer relationships to improve customer adoption, satisfaction and renewal rates
  • Attend roadshows and customer summits, educating customers on agile practices
  • Perform in person and online training sessions, tailored to the challenges and opportunities of our customers
  • Work closely with your Enterprise Account Manager peer to ensure new customers have a smooth onboarding and that we establish a successful long-term relationship
  • Convene a customer advisory board, to bring the voice of our customers to our product & engineering teams

This role is entirely aligned with our company value ‘be the customer’. We need you to dive into what it’s like to work for our customers and try to navigate the world of Atlassian, Jira, Agile, Marketplace Apps and internal process. All our customers are at different stages of their Agile journey and you will help them wherever they are in their transformation.

Our global customer base requires this role to be flexible on working hours. Early morning and late evenings will be required to talk to our customers. However our value ‘better with balance’ will ensure you have ample time in lieu to recharge.

This is a unique opportunity to contribute to the growth of Easy Agile in a real way. We will look to you to lead and teach the team on the best way forward for customer success.

You must have

  • Understanding of the SaaS business model. Delivering, supporting, implementing or selling SaaS solutions for customers, ideally in B2B.
  • Understanding of how customer success can contribute to business goals
  • Strong relationship building / sales / support skills

We’ll be excited if you

  • Have experience working with Enterprise customers (Forbes Global 2,000)
  • Have had exposure to the Atlassian ecosystem and product suite
  • Have experience working in an agile software development environment
  • Can demonstrate leadership skills and strategic thinking. We need your help to build our customer success team.

Hear from the team

Hi. I'm Teagan. Product Manager at Easy Agile. I know what it's like to read a job description. You're asking how much of this is real, and what will it really be like if I get the job? I had no idea what working at Easy Agile would be like when I started, but I was only one month in and I was on a plane to San Francisco! You can read all about it in my blog post about my first two years at Easy Agile.

Teagan Harbridge

Head of Product

People over perfection

If you are excited about this role but not sure if you meet all of the criteria, please apply. Research shows women and minority groups are less likely to apply for roles where they don't meet 100% of the criteria. We value punching above our weight and people over perfection, so go ahead and apply - we'd love to hear from you.

Working at Easy Agile

  • $5,000 annual learning allowance to help you level up your career and hone your craft
  • Generous parental leave of 20 weeks full pay for the primary caregiver and 6 weeks for the secondary caregiver. We know how special time with family is and believe the time should be cherished
  • Summer sessions where you get half days off on Fridays to enjoy the amazing weather and coastal lifestyle as you please
  • Flexible working options because we value outcomes over output. We trust our teams and respect balance means different things for different people and do our best to balance the needs of everybody.
  • Additional superannuation contributions of 2% annually on top of the national standard
  • Four paid volunteer days a year to dedicate to your favourite cause. We are part of Pledge 1% where we donate 1% of our profits, licenses and time!
  • Experimentation/hackathon weeks every 6 weeks to explore new ideas
  • Ergonomic set up. Sit-stand desks, ergonomic chairs, tech hardware of your choice and different work spaces to enable you to do your best work
  • Valuable team time. We love committing as a team and spending time together. We have coffee on the company together every morning, a company lunch together every 6 weeks, frequent the local Illawarra Hawks games and play an array of games together daily in our incredible office space (Shuffle board & Ultimate Chicken Horse are our current favs)

How to Apply

Please send an application that speaks directly to this position. There are no right answers or cookie-cutter expectations. Show us your role in Easy Agile’s future and Easy Agile’s role in yours. Address some of the work we do. Introduce yourself as a colleague. Give it a deep think and take this at your speed. We’re giving you our full attention.

All documents should be in PDF format. There’s no benefit to writing a novel. Keep it sharp, short, and get across what matters to you. We look forward to hearing from you.