Customer Success Manager

About Us

Art Processors are leading experience designers, partnering with cultural and tourism organizations to attract and engage large audiences. We combine the most inventive creative and technical skills to design compelling exhibitions, attractions, places and products.

Art Processors employs 100+ people across the United States and Australia. Our clients include leading museums and visitor attractions in the US and Asia Pacific region, which collectively attract around 20 million visitors annually.

Art Processors was recently recognized as one of the top ten places to work in the 2023 AFR BOSS Best Places to Work awards.

A little about the role…

We have a newly created opportunity for a Customer Success Manager to join our Product team in a role that can be based anywhere in the United States. In this role, you'll be responsible for all stages of the post-sale customer lifecycle from successful onboarding and implementation of our product through to renewal. You'll also be the first point of contact for any customer queries and be comfortable operating in a triaged environment with a natural ability to track issues and ensure the achievement of SLAs. The role reports to our Head of Customer Experience and will work closely with our US-based Growth Manager and engage regularly with our primarily Australian-based product development teams.

You could be the one if you have…

• Previous experience in customer success or customer experience roles, supporting customers through the entire lifecycle from onboarding through to renewal, ideally gained within high-growth SaaS environments
• Comfort talking to customers intelligently about our product offerings and features. This includes being able to demo the product and also to identify expansion opportunities
• Experience supporting customers with dual-purpose technology. In our case, our product operates on both the web and mobile so the ability to troubleshoot across both platforms will be required
• An understanding of visitor-facing technology (e.g. PWAs, mobile applications, wearables, AV, digital signage) or the ability to upskill quickly
• A lot of integrity and a desire to ensure every interaction with a customer or potential customer is positive and informative
• Experience working with CRM tools and tracking the appropriate customer data
• Experience working with ticket management systems, with the ability to proactively action, escalate, and track tickets to ensure alignment with SLAs
• The ability to be self-directed and prioritize effectively. You'll also need to be flexible to navigate the time difference with our Australian team members
• Experience working in the museum and visitor attraction sector will be highly desirable but is not essential

What we offer

We promote a friendly, human work environment, providing you with the support, tools, and resources to flourish in your role. You'll be able to draw on the support of a widely experienced team while pushing the boundaries of what's possible in your craft and delivering unique experiences to some of the most innovative institutions in the world.

In addition to the above, you'll be able to:

• Work flexibly with access to a range of flexible work arrangements, which includes the option to work from a co-working space if you'd like to balance out your time working from home. We have a co-working space in New York that candidates from New York can access
• Receive health insurance and 401(K) contributions
• Choice of company laptop (PC or Mac)
• Receive financial support to set up your home office
• Receive fortnightly financial allowances if working in a remote or hybrid capacity
• Have access to generous paid leave and parental leave policies. Our leave offering includes volunteer leave, life leave, back up carers leave, menopause leave, grandparents leave, flexible public holidays…too many to mention!
• Have access to a range of benefits that support your well-being (e.g. Headspace, Health Coaching)
• Have access to an annual cultural institution stipend and paid subscriptions to Apple Music or Spotify
• Have access to materials and services provided by our partners, including Circle In and PFLAG
• Share the experiences we create with your friends and family!

At Art Processors, we don't just accept difference — we celebrate it, we support it, and we thrive on it for the benefit of our employees, our products, and our customers. We're committed to building a team that represents a variety of backgrounds, perspectives, and skills and creating an inclusive environment for all employees. We believe that the more inclusive we are, the better our work will be.

How to Apply

If you're interested in joining us as the first Customer Success Manager for our Product team, we'd love to hear from you. The best way to do this is to apply via the link provided and we'll be in touch once we've reviewed your application.

Base Salary Range: USD 110 - 130K

We are a 2024 Circle Back Initiative Employer – we commit to respond to every applicant