Enterprise Customer Success Manager

24 hours ago

Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $110,000 - $135,000
Unlock the Magic of Customer Success

We're seeking an experienced professional to manage large enterprise accounts and drive customer satisfaction, application engagement, retention, and growth.

The ideal candidate will have a proven track record in Software as a Service (SaaS) account management, maintaining high customer renewal rates through ongoing customer engagement and technical leadership.

You will be the primary contact for customers, understanding their success criteria, sharing best practices, providing solution guidance, and helping them realize value from our solutions.

  • Perform initial onboarding of accounts with enterprise-level customers, ensuring adoption and ongoing engagement throughout the customer's lifecycle
  • Accomplish a comprehensive engagement and communications strategy that maintains high customer satisfaction
  • Be the expert, providing guidance to allow customers to create impact and increase collaboration across their organization and with external parties
  • Perform periodic customer success reviews that confirm satisfaction, resolve issues with the help of the Technical Support team, and expand solution use throughout the account
  • Implement and share best practices to ensure customers are realizing the greatest possible value from our solutions
  • Use usage patterns to gain insights, provide guidance, and increase customer adoption and satisfaction
  • Be the primary interface to manage and resolve critical situations
  • Work with the Sales, Training, and Professional Services teams to identify new opportunities to expand customer use of our solutions
  • Provide expert customer insight to Product Management, Marketing, and Sales on innovation and continuous improvement opportunities
  • Exceed all performance targets, including maintaining high retention and growth rates

Requirements:

  • 8+ years of Customer Success or Account Management experience
  • Strong commercial acumen to communicate technical subjects to non-technical personnel in large enterprises
  • Ability to operate with high autonomy and limited oversight, with a complete understanding of carrying out the needs of the business while successfully maintaining high customer satisfaction rates
  • Credibility and trust with customers and internal stakeholders by understanding their requirements
  • A track record of SaaS account management and high customer renewal rates
  • Experience maintaining valuable and outcome-based relationships with a diverse customer account base
  • Passion for working with leading-edge, web-based technologies and a desire to understand our solutions' benefits, use cases, and technical elements
  • Bachelor's degree in a relevant field, or equivalent experience
  • Willingness to travel based on customer and business need

Why Join Us?

At our company name is removed, you'll have the freedom to explore, push boundaries, and grow beyond your role. Our employees are heard, valued, and empowered to make a meaningful impact.

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