Customer Success Manager

  • Sydney NSW, Australia
  • Full-time

Company Description

Why join the customer success team at Xref?

Xref offers a super smart tech-based solution to a major recruitment pain point - reference checking. But behind the technology is a very human team, with a very big heart.

As a team, we are:

  • Passionate - we’re true ambassadors of the product. We know it inside out and work with users to make sure they are reaping maximum rewards from it.

  • Collaborative - we work in partnership with both the sales and account management to ensure that we are supporting with both new business development and client retention.

  • A family - we love what we do, we believe in the platform and we have each other's backs!

  • Human - We are the human touch that puts Xref’s technology ahead of the market. The faces, voices, and names our customers associate with our brand.

  • Supportive - we’re an empathetic bunch and close-knit team doing everything we can to support each other and our clients.

Job Description

As a Customer Success Manager you will:

  • Help onboard new clients in setting up and tailoring their account to achieve their needs

  • Assist the Sales Executive and Account Manager to map client journey’s and provide usage reports for reviews

  • Support initiates to integrate Xref with customers’ applicant tracking systems, providing insight on how to best manage data flow.

  • Work with Xref’s support specialists to aid in product troubleshooting

  • Educate and nurture Xref users by building strong relationships Serve as a bi-directional liaison between customers and the product team regarding customer feedback and platform updates

  • Track usage of clients and highlight any which may need attention

  • Support referees, candidates and clients with any queries, escalating where needed
  • Demonstrate excellent product knowledge


To be successful you must be:

  • A customer-centric go-getter who enjoys creative problem-solving and is energised about helping our clients

  • Experience in customer success, on-boarding, product support and account management, or similar client-facing roles is highly desirable

  • Exposure to the recruitment industry would be highly desirable

  • Passionate about technology and comfortable digging into the details of understanding how our technology works to best explain to our clients

  • A creative self-starter with strong attention to detail and analytical skills and unsurpassed follow-through

  • Excellent communication skills; comfortable working via phone / email aswell as client facing with multiple levels of customers

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