Cross-Functional Customer Success Lead

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $100,000 - $150,000
Job Title: Cross-Functional Customer Success Lead

As a skilled and results-driven Cross-Functional Customer Success Lead, you will play a pivotal role in guiding customers through their security and compliance journeys. Your exceptional customer-centric approach combined with expertise in our products and security best practices will contribute to the overall success and satisfaction of our customers.Your key responsibilities include:
  • Guide customers through onboarding, implementation, product adoption, and value-driven success
  • Work strategically with customers across industries, functions, and stages of their customer journey
  • Proactively partner with Account Managers by flagging at-risk accounts, providing customer insights, and highlighting expansion opportunities
  • Empower customers to become self-sufficient champions, solving their immediate needs while focusing on their long-term success, value realization, and retention
  • Monitor and prioritize your book of business based on key indicators of customer health via our CS platform
  • Serve as the point of contact for your customers and drive them to specific business outcomes on their timelines
  • Become a product expert on our platform and how it can be used to improve security posture through our compliance offerings
  • Provide insightful technical answers and recommend the most efficient way for customers to achieve compliance using our platform
  • Liaise with Support to help quarterback resolutions for customer issues
  • Serve as the voice of your customers cross-functionally, providing feedback to the Product team and broader business
To succeed in this role, you will need:
  • 4+ years of experience in Customer Success at a SaaS company
  • Background in running a book of business of 150-170 accounts
  • Willingness to collaborate with others and drive mutually beneficial outcomes
  • Self-motivated and curious: Bias for action and committed to iterating when necessary
  • Work effectively in a highly ambiguous, ever-changing environment
  • Possess clear and thoughtful communication skills, with strong critical thinking ability
  • Be highly empathetic to customers, with a proven track record of long-term customer retention
  • Experience with hitting retention targets and creating happy, healthy customers
  • Have stellar problem-solving chops, and an enthusiasm for making a large impact early on
  • Fluent in Japanese and English, with strong verbal and written communication skills in both
You will have the opportunity to:
  • Drive customer success and satisfaction through strategic partnerships and collaborations
  • Contribute to the growth and development of our customers through effective coaching and support
  • Develop and maintain strong relationships with customers, stakeholders, and internal teams
  • Stay up-to-date with industry trends and best practices, applying this knowledge to drive innovation and improvement within our organization
If you are a motivated and customer-focused professional looking to make a meaningful impact, we encourage you to apply for this exciting opportunity.

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