Customer Success Leader

7 days ago

Melbourne, Victoria, Australia beBeeRelationship Full time $120,000 - $140,000
Key Account Manager

A key and consistent point of contact for assigned customer groups, ensuring financial back-office runs smoothly while unlocking long-term value from services.

  • Guide customers through onboarding, manage ongoing service delivery, resolve major issues, and proactively engage clients with insights and advice to improve retention and renewal outcomes.
  • Orchestrate cross-functional experts to ensure every customer experiences the service promise through daily interactions.

The Business Performance Partner is accountable for guiding customers through onboarding, managing ongoing service delivery, resolving major issues, and proactively engaging clients with insights and advice to improve retention and renewal outcomes.

Key Responsibilities:
  • Customer Relationship & Account Health
    • Serve as the primary relationship owner for a portfolio of customers.
    • Proactively engage with customers to ensure high satisfaction, strong retention, and revenue growth.
    • Identify opportunities for service expansion and upsell opportunities within customers' financial back-office needs.
    • Serve as a customer advocate, providing insights and feedback to internal teams to enhance services and automation capabilities.
  • Onboarding & Change Management
    • Oversee customer onboarding, ensuring a smooth transition to services.
    • Guide customers through training, communications, and change management, setting them up for long-term success.
  • Service Quality & Issue Resolution
    • Be accountable for overall account health, working with your team to ensure that service quality standards are met.
    • Act as an escalation point for major customer issues, coordinating with Managers and Experts to resolve challenges.
  • Deliver Insights Product
    • Lead a structured and regular meeting cadence with customers to provide insights and advice that supports customers achieving their business goals and objectives.
    • Utilise financial data to help customers improve operations and drive business performance.
    • Ensure strong adoption and engagement with the Insights product, helping customers extract value from financial insights.
    • Lead and mentor a cross-functional team aligned to your customer portfolio.
    • Set clear goals, provide coaching, and foster a culture of ownership, data-driven decision-making, and continuous improvement.
    • Coordinate resource planning with Functional Leads to ensure capacity meets commercial commitments.

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