Client Success Lead

3 weeks ago

Sydney, New South Wales, Australia Pedestrian Group Full time

Nine is Australia's largest locally owned media company – the home of Australia's most trusted and loved brands spanning News, Sport, Lifestyle, and Entertainment. We pride ourselves on creating the best content, accessed by consumers when and how they want – across Publishing, Broadcasting and Digital.

Nine's assets include the 9Network, major mastheads such as The Sydney Morning Herald, The Age and The Australian Financial Review, radio stations 2GB, 3AW, 4BC and 6PR, digital properties such as nine.com.au, 9Now, 9Honey, Pedestrian.TV, Drive, subscription video platform Stan and a majority investment in Pedestrian Domain Group.

Our Purpose: We shape culture by sparking conversations, challenging perspectives, and entertaining our communities.

We bring people together by celebrating the big occasions and connecting the everyday moments. Australia belongs here. We bring our purpose to life via three shared values: We walk the talk, turn over every stone and keep it human.

Job Description

We're looking for a dynamic Client Success Lead – Corporate Subscriptions to join our Publishing Growth division at Nine. In this pivotal role, you'll drive the expansion of our B2B subscription services by fostering strong relationships with top-tier clients, ensuring they maximise value from our products.

Leading a high-performing team, you'll set the strategic framework for delivering outstanding customer experiences, retention, and revenue growth. Working closely with the Head of Corporate Subscriptions and Licensing, you'll develop and execute initiatives that enhance client engagement and drive business success.

If you thrive in a fast-paced environment, excel at strategic relationship management, and have a passion for delivering exceptional client outcomes, we'd love to hear from you.

Key Responsibilities:

  • Develop and implement growth strategies for the Client Success team, ensuring long-term business success.
  • Act as the primary point of contact for B2B subscription clients, fostering strong relationships and driving retention and growth.
  • Work with subscription administrators and key decision-makers to understand their needs and provide tailored solutions.
  • Collaborate with the Marketing and Engagement teams to craft and implement strategies that maximise client engagement.
  • Drive revenue growth through upselling, cross-selling, and renewals, while ensuring seamless contract extensions.
  • Oversee a team of Client Success Executives, providing guidance and ensuring timely and high-quality service.
  • Collaborate with Sales on targeted strategies to identify and pursue upsell and cross-sell opportunities within existing corporate accounts.
  • Monitor account performance, deliver revenue forecasts, and present insights to senior management on account health and growth opportunities.
Qualifications

What we would like to see:

  • Bachelor's degree in Business, Marketing, or related field (or equivalent experience).
  • Proven experience working with enterprise-level B2B clients, ideally in subscription-based services.
  • Strong communication and relationship-building skills, with the ability to engage senior executives and decision-makers.
  • Experience with CRM systems (e.g., Salesforce) and client success software tools.
  • Deep understanding of subscription business models, client retention strategies, and digital and print media.
  • Ability to manage multiple priorities in a fast-paced, deadline-driven environment.
  • Strong organisational skills and attention to detail.
  • Passion for delivering exceptional client experiences and exceeding client expectations.
Additional Information

Our Commitment to Diversity and Inclusion:

We're committed to a safe, respectful and inclusive Nine. From day one, you'll be encouraged to bring your whole self to work and will be supported to perform at your best.

We encourage applications from Aboriginal and Torres Strait Islander people, people with disabilities, and of all ages, genders, nationalities, backgrounds and cultures as we recognise the importance and value of diverse perspectives. Should you require any adjustments to the recruitment process, please advise us when you apply.

Work rights: Please note to apply for this role you must already have the right to lawfully work and live in Australia.

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