Chief Customer Advocacy Officer

2 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $161,400 - $201,000
Job Title: Chief Customer Advocacy Officer

The primary responsibility of this leadership role is to create a seamless customer experience and drive exceptional outcomes through the delivery of tailored solutions.

This position involves overseeing high-performing teams in customer success, account management, and support to foster loyalty and deliver measurable value.

The focus is on driving revenue and retention strategies, developing impactful customer programs, and embedding a customer-first mindset throughout the organization.

Key Responsibilities:
  1. Critical Customer Success Leadership: Develop and implement a customer success strategy that meets regional market demands, regulatory environments, and industry trends. Champion a culture centered around customer growth and retention as a core driver of business performance.
  2. Build and Lead a High-Performance Customer Success Team: Recruit, mentor, and manage a team that fosters an environment of excellence and collaboration. Set measurable KPIs and customer success metrics to drive team performance and impact. Conduct regular training and development to enhance expertise in SaaS and customer success best practices.
  3. Enhance Retention and Growth Across APAC: Drive initiatives for customer retention, product adoption, and expansion by collaborating with sales and product teams. Create onboarding, training, and support programs that maximize customer value and reduce churn. Build trusted relationships with key accounts, acting as an escalation point and ensuring successful issue resolution.
  4. Drive Cross-Functional Collaboration: Partner with sales, product, marketing, and support teams to align customer success strategies with broader company objectives. Share customer feedback with product teams to inform roadmaps that address regional needs. Work with marketing on advocacy programs, case studies, and customer-centric campaigns to drive retention and growth.
  5. Customer Success Data & Analytics: Use data and customer insights to monitor customer health, identify trends, and proactively address challenges. Measure and report on customer success KPIs (NPS, customer retention, expansion revenue) to inform strategy and decisions. Communicate success metrics and customer feedback regularly to executive leadership, showcasing the impact of customer success efforts.

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