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Strategic Customer Success Manager

28/05/2025
01/07/2025
Permanent - Full Time
Melbourne
Consulting and Strategy
 

Who we are…

Founded in 2002, ELMO Software has established itself as a leading provider of innovative HR technology solutions, proudly serving over 2,000 mid-sized organizations and more than one million end users across Australia, New Zealand and UK. Our comprehensive suite of ISO-certified solutions covers the entire employee lifecycle, empowering HR professionals to effectively manage their workforce and contribute to strategic decision-making.

At ELMO, our purpose is to unleash the impact of HR. Designed with flexibility and scalability in mind, ELMO's one-stop HR Information System (HRIS) adapts to your unique needs and workflows, ensuring seamless integration into your existing processes. Leveraging powerful technology, automation, and data analytics, ELMO Software equips organizations with the tools they need to drive efficiency and enhance employee engagement.

Join us and be part of a dynamic team dedicated to transforming HR practices through cutting-edge technology!

 

Life & Culture...

At ELMO, you’ll join an extraordinary team dedicated to making a significant impact. We cultivate an authentic, collaborative, and vibrant work environment where creativity thrives.

As an ELMOnian, you become part of an exceptional community that encourages personal and professional growth. Here, you’ll be supported through challenges, inspired to push your boundaries, and celebrated for your contributions. Join us to not only advance your career but also to enjoy a fulfilling and enjoyable workplace experience!

 

Some of our benefits include:

  • Hybrid work set up
  • Paid Parental leave - 12 weeks primary, 6 weeks secondary
  • Birthday leave, YOU day each year, as well as connecting people leave (up to 2 weeks working from anywhere)
  • Inhouse Learning and Development initiatives
  • ELMO Social and Diversity clubs
  • Wellbeing initiatives
  • Mental Health/EAP programs
  • Flare Benefits (great discounts, novated leasing, salary sacrifice)

 

Our values:

  • Obsess over customers - Everything we do is designed to positively impact our customers
  • Help others thrive - Be they colleagues, communities or customers, we champion ways to help others thrive
  • Seek out different - We constantly look to innovate, challenge the status quo and defy barriers
  • Be fearlessly optimistic - We bring unwavering positivity to any challenge as we know it will drive meaningful change

Please note: Our internal Talent Acquisition team has got this covered, we’re not open to using an agency for this role.

Job Description

About the Opportunity...

Join ELMO as a Strategic Customer Success Manager – Be the Driver of Real Customer Impact!

Are you passionate about helping customers succeed and unlocking real business value? At ELMO, our Customer Success Managers (CSMs) play a pivotal role in ensuring our clients achieve measurable ROI, long-term growth, and true partnership success.

In this dynamic role, you’ll be the trusted advisor and primary advocate for a range of ELMO products—building strong relationships, solving strategic challenges, and driving customer satisfaction, renewals, and expansion.

If you're ready to make a real difference, empower customers, and fuel growth—this is the opportunity for you.

Key Responsibilities:

Customer and Stakeholder Management:

  • Customer Advocacy: Build and maintain strong, long-lasting relationships with key customers, acting as a trusted advisor to ensure their ongoing success and value realization.
  • Retention & Growth: Partner with Account Management to maximize customer satisfaction and achieve high contract value retention, continuously aligning solutions with customer growth objectives.
  • Strategic Solutions: Lead discovery sessions, applying critical thinking and technical expertise to offer tailored, impactful recommendations that meet customer business goals.
  • Cross-Functional Collaboration: Establish robust professional relationships and work cohesively with Account Management, Sales, Marketing, Product, Support, and Implementation teams to drive shared goals and enhance the overall customer experience.
  • Effective Facilitation: Conduct productive, goal-oriented customer sessions with outstanding facilitation skills.

Technical Expertise and Support:

  • Become an ELMO SME: Develop advanced expertise across ELMO modules, acting as a trusted Subject Matter Expert.
  • Expert Troubleshooting & Solutions: Diagnose complex issues, provide effective solutions for system queries and customer requirements, and escalate when necessary.
  • Technical Translation: Translate customer needs into technical solutions and articulate complex system functionalities in easily understandable terms.
  • Product Enhancement & Feedback: Engage with the Product team, providing valuable customer feedback for improvements and new ideas. Stay updated on releases and convey their impact.
  • Documentation & Best Practices: Where needed, document ELMO Talent Management capabilities. Maintain an understanding of HR software industry best practices.
  • Internal Support & Compliance: Support internal customer success software (including reporting/analytics) and ensure adherence to information security and privacy policies. Document customer interactions and goals.

Desired Skills and Experience

Desired Skills and Experience

  • Minimum of 2 years in Client Services, Professional Services, Customer Success, Account Management, or Human Resources.
  • At least 2 years of hands-on experience with Payroll or HR SaaS platforms.
  • Experience with additional HR or Talent Management technologies is a strong plus.
  • Excellent communication skills, both written and verbal, with strong presentation and active listening abilities.
  • Quick to grasp technical concepts and platform functionalities.
  • Proven ability to manage multiple projects simultaneously while maintaining attention to detail.
  • Proficient in reporting, analytics, and documentation practices.

Sounds like you? Apply now!

ELMO Software Limited is an equal opportunity employer, and we encourage applicants from diverse backgrounds to join our team. Key to this role is an awareness of data privacy and security as you will be dealing with sensitive employee data in accordance with ELMO’s ISO27001:2022 Certified security policies and practices.

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