Full Time Job

Customer Success Representative

Atomic is growing fast and we’re expanding our revenue team team to help us scale. We’re hiring a Customer Success Representative to make sure that all customers get the value they pay for throughout their relationship with Atomic.

Atomic has a very clear vision: to continue to be the leading SaaS platform for sending timely, targeted, personalised and secure messages to customers that result in the customer taking action directly in the message. Because apps and traditional comms channels are fundamentally failing their customers, Atomic developed an innovative product that combines the power of data in app messaging, a rich user interface, and deep analytics to drive a level of in app engagement never seen before. How good do you ask? 94% read rates and 42% conversion. That’s Atomic level epic!

Over the past year, Atomic has experienced rapid growth. It’s critical to our growth that we bring a motivated, focused, and performance oriented CSM onto our revenue team to help our customers to get the full value out of Atomic.

Atomic is a technically deep product that integrates with our customers’ systems. It consists primarily of a cloud platform and client SDKs. You’ll learn the product and the tech in depth, and design and implement ways to ensure our customers understand and get value from it quickly and effectively.

This role works across sales prospects and our customer base to secure then embed customers by ensuring successful outcomes, strong relationships and effective support systems.

The role reports to the Head of Customer Success and works closely with Sales and Product, as well as Engineering.

As our Customer Success Representative, you will:
  • Build long-term account relationships with prospects and customers to support account health and retention
  • Implement and manage account-based health checks and growth plans
  • Facilitate face-to-face onboarding, training, and monitoring of evaluators and customers
  • Support pre-sales evaluations and engaging prospects to support sales
  • Track customer-requirements and feedback
  • Advocate for customer requested features and work with the delivery team to prioritise and support the delivery of those features
  • Respond to service disruptions/incidents as a part of our internal incident procedures
  • Provide direct customer support and contributing the development of broader self-service support and education resources
  • Monitor internal product metrics and customer success analytics
Our Ideal Customer Success Representative will:
  • Have domain knowledge in marketing, digital, customer support, and or customer success.
  • Have energy and be inspired by a fast paced start-up environment.
  • Have a love for in-person communication with both internal stakeholders and our customers.
  • Be comfortable advocating for customers.
  • Have confidence presenting, networking, and building communities.
  • Have strong writing skills and some experience producing visual and video assets.
  • Show empathy with customers that drives you to streamline their experience of Atomic, leading them to become advocates for the product themselves.
  • Have strong skills in multi-tasking, communications, negotiation, organisation, and teamwork.
  • Have an ability to work independently to solve problems.
  • Be willing to be hands on, dynamic and take action.
Benefits and enablement:
  • Mentoring and guidance by polished and experienced team leaders
  • Competitive remuneration.
  • Structured training program.
  • Flexible time off.
  • A clearly defined career path.