Customer Success Strategist

3 days ago

Melbourne, Victoria, Australia beBeeEnterprise Full time $100,000 - $150,000

Our Mission:

We strive to create a safer, more connected world through innovative technology and customer-centric solutions.

Your Impact:

As a Customer Success Manager, you will play a pivotal role in shaping the customer experience, driving adoption, and expanding our footprint within enterprise organizations.

Key Responsibilities:

  • Develop strategic success plans for a portfolio of customers, focusing on driving adoption, engagement, and value realization.
  • Identify growth opportunities within existing customer base and collaborate with sales teams to develop pipeline from those customers.
  • Act as a trusted advisor, proactively identifying opportunities to expand usage of our platform and ensuring customers achieve desired outcomes.
  • Track and analyze adoption metrics to assess customer health, implementing data-driven strategies to improve retention and mitigate risks.
  • Owning and driving complex customer escalations, coordinating cross-functional teams to achieve rapid and effective resolution.
  • Provide regular business reviews and communicate key milestones, impact metrics, and opportunities to internal senior leadership and customers.
  • Collaborate with internal teams to advocate for customer needs, shaping our roadmap and offerings.
  • Lead customer enablement efforts through training webinars, best practices sharing, and proactive guidance on product adoption.
  • Develop scalable success playbooks, mentor junior team members, and contribute to the continuous improvement of Customer Success processes.

You Bring:

  • Bachelor's degree or equivalent experience.
  • 5+ years in a customer-facing role, with at least 3 years managing enterprise-level customers in a Customer Success or Account Management capacity.
  • Proven ability to develop and execute customer success strategies, driving adoption and retention at scale.
  • Strong experience managing escalations and coordinating cross-functional teams to drive issue resolution.
  • Data-driven mindset with experience using customer success platforms and strategic planning tools to track engagement, identify trends, and optimize the customer experience.
  • Exceptional project management skills with a track record of balancing multiple priorities while delivering high-impact results.
  • Demonstrated ability to influence customer decisions and internal strategy through data, insights, and relationship-building.
  • Experience mentoring or coaching team members, contributing to process development, and driving best practices.
  • Excellent communication, presentation, and relationship-building skills, with the ability to engage effectively at all levels of an organization.

Requirements:

  • Bachelor's degree or equivalent experience.
  • 5+ years in a customer-facing role, with at least 3 years managing enterprise-level customers in a Customer Success or Account Management capacity.
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