Achieve Long-Term Success as a Customer Advocate

2 days ago

Sydney, New South Wales, Australia beBeeProfessional Full time $70,000 - $110,000
Customer Success Professional

We are looking for a skilled Customer Success Professional to join our team. This role is perfect for someone who thrives in a dynamic environment and is passionate about delivering exceptional customer experiences.

About the Role:

  • This position involves acting as the primary point of contact for a portfolio of customers throughout their journey from onboarding through renewal.
  • You will lead the technical implementation of our Awareness Platform, ensuring a smooth and successful launch.
  • A diverse portfolio of accounts varying in size and complexity will be managed by you.
  • Your goal will be to build and nurture long-term relationships with customers through tailored engagement and success plans.
  • You will head commercial conversations, including upsell opportunities and contract renewals, with confidence and professionalism.
  • Cybersecurity awareness will be advised to customers, helping them embed best practices across their organisation.
  • Business reviews will be planned and conducted, which may be held virtually or onsite.
  • Targeted campaigns will be developed to drive security awareness, user engagement, and measurable ROI.
  • You will proactively guide customers towards success by anticipating needs, identifying risks, and driving product adoption.
  • The voice of the customer will be represented internally by providing actionable feedback to influence product development.
  • Cultivating advocacy will involve turning satisfied customers into brand champions, securing testimonials and case study opportunities.

Key Requirements:

  • You must be customer-obsessed, with a strong focus on delivering measurable value and long-term success.
  • Possessing empathy and being able to build trust-based relationships internally and externally is crucial.
  • You should be naturally curious, always asking questions to better understand your customers' goals and problems.
  • Hands-on experience in Customer Success or another customer-facing, revenue-focused role (Account Manager or Account Executive), ideally in a SaaS environment, is necessary.
  • A proven track record of handling a similarly sized Book of Business, with the ability to juggle multiple priorities and adapt to varying customer needs, is required.
  • You should be comfortable handling technical setups and liaising with support or engineering teams when needed.
  • Confidence and credibility in commercial conversations, including upsells, renewals, and value-based negotiations, are essential.
  • Maintaining multiple stakeholders—internally and externally—across a range of customer sizes and complexity is vital.
  • You should be resilient and comfortable in a dynamic environment, able to adapt to change.
  • Prior experience in a high-growth scale-up or start-up environment is a strong plus.
  • You thrive in a collaborative team culture and actively contribute to shared learning and success.
  • You are happy to travel approximately 30% of the time for customer onsites and industry events.
  • Fluent communication in English, both verbally and in writing, is mandatory.
  • You are based in Sydney or within a reasonable commuting distance to our office in the Sydney CBD.

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