SMB Enterprise Retention Specialist

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomer Full time $100,000 - $120,000
Lead Customer Success in APAC

This role focuses on strategic retention, revenue growth, operational excellence, and customer advocacy at scale. You will own and manage a diverse portfolio of customers across small businesses and enterprises.

Key Responsibilities:
  • Own and manage a portfolio of customers across SMB and enterprise, building strong relationships and becoming their trusted advocate.
  • Protect and grow recurring revenue by conducting regular health checks, identifying risks, and addressing them before they become churn.
  • Pick up the phone, drive the agenda, and proactively encourage product adoption to deliver customer ROI.
  • Identify upsell and cross-sell opportunities, passing qualified leads to the sales team.
  • Manage escalations, working across Sales, Deployment, Finance, and Support to resolve issues quickly.
  • Partner with internal teams on process improvements and projects that enhance the customer experience.
Requirements:
  • Experience in Customer Success, Account Management, or Business Development (ideally in SaaS, telco, IT, or technology services).
  • Confidence speaking with both small business owners and enterprise decision makers.
  • A proactive, adaptable mindset - comfortable driving conversations, handling change, and keeping customers engaged.
  • Commercial acumen to spot growth opportunities and influence adoption.
  • Strong communication skills and the ability to build rapport across technical, operational, and commercial stakeholders.
  • Experience with Salesforce or similar CRM platforms.

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