At Loxo, we’re not simply offering you a job - we’re inviting you to join a team that is paving the future of the recruitment industry. In this role, you will have a mix of responsibilities you've probably held before, as well as responsibilities and projects that will expose you to cross-functional business challenges and empower your professional development. We move quickly and hold the team to high standards. If you're looking to just get by, for a monotonous role, or for a place where you can blend into the background - this isn't the opportunity for you.

That being said, we also recognize that very few people will meet 100% of the qualifications below. We are looking for is someone with the passion, desire, and tenacity to learn. We're looking for someone with a growth mindset and high potential. So if reading this excites you, but you're worried about not checking every box, that's ok - we still want to get the chance to meet you.

About the Role:

We are looking for a highly motivated and experienced Customer Success Manager to lead the way as our team expands in APAC. This person will serve as a trusted advisor to our customers, ensuring they achieve maximum value from our software solutions. You will be responsible for building strong relationships, providing technical guidance, and proactively identifying and mitigating potential risks. This role requires a unique blend of technical acumen, critical thinking and problem-solving skills.

Jobs To Be Done

• Onboarding and Implementation: Guide new customers through the onboarding process, including software configuration and initial training.
• Technical Support: Provide technical assistance to customers, troubleshoot issues, and escalate complex problems to the appropriate teams.
• Relationship Management: Build and maintain strong relationships with key customer stakeholders, acting as their primary point of contact.
• Proactive Monitoring: Monitor customer health metrics, identify potential risks, and proactively address issues before they escalate.
• Change Management: Guide customers through software updates and new feature releases, ensuring a smooth transition and minimizing disruption.
• Retention: Drive customer satisfaction and loyalty, leading to successful renewals and potential expansion opportunities.

Experience Expectations

• Minimum 3 years of experience in a customer-facing role, such as Customer Success, Technical Account Management, or Sales Engineering.
• Proven track record of successfully managing customer relationships and driving customer satisfaction.
• Hands-on experience with software implementation and technical troubleshooting.
• Demonstrated ability to mitigate risks and manage change effectively.
• Experience working with recruitment, SaaS, or HRIS is a plus.

Qualifications

• Technical Skills: Strong understanding of software applications and concepts. 
• Familiarity with job boards (ie SEEK, Indeed, LinkedIn), ticketing systems (ie Intercom, Zendesk), databases and/or CRM tools (ie ChurnZero)
• Industry Exposure: Basic understanding of recruitment workflows and verticals (ie Perm vs Contract, Business Development vs Search)
• Communication Skills: Excellent written and verbal communication skills with the ability to explain complex technical concepts clearly and concisely.
• Problem-Solving Skills: Strong analytical and problem-solving abilities, with a proactive approach to identifying and resolving issues.
• Interpersonal Skills: Ability to build rapport and establish trust with customers at all levels.
• Time Management: Excellent organizational and time management skills, with the ability to prioritize tasks and manage multiple projects simultaneously.
• Team-driven: Strong individual performance with the interest in growth opportunity as Loxo’s presence in APAC continues to grow.

Benefits:

• 100% remote-based workforce
• Unlimited vacation and PTO
• Regional public holidays
• Healthcare benefits

To Apply:

• Complete this application including the two questions at the end of the application.