Drive Customer Retention and Growth

1 week ago

Sydney, New South Wales, Australia beBeeRenewal Full time $95,000 - $118,000

Customer Success Manager

We're seeking a skilled professional to drive customer retention, engagement, and subscription renewal revenue across our institutional business in Australia and New Zealand.

In this role, you'll be responsible for implementing customer success and engagement strategies to ensure high product adoption, usage growth, and renewal success rates within your assigned customer accounts, primarily in the tertiary education and healthcare sectors.

You will develop and maintain strong relationships with key stakeholders, provide education and training to drive product usage, and identify cross/up-selling opportunities and build end user champions.

Your consultative approach and strategic account management will position us as the leading provider of digital solutions, ensuring customer delight and business growth.

Key Responsibilities:
  • Raise subscription renewals and spot opportunities for cross/selling within assigned accounts to meet and exceed sales targets.
  • Design and execute engagement strategies, including education, training, and support initiatives to boost product adoption, usage, and retention.
  • Foster and nurture long-lasting professional connections with crucial decision-makers and stakeholders at all levels within customer organisations.
  • Analyse and present detailed product usage analytics and insights to customers and internal teams to inform engagement and renewal plans.
  • Develop a strategic and direct sales process, including territory planning and pipeline management, utilising sales methodology tools
  • Ensure Salesforce and CRM data compliance according to business requirements.
  • Gather and communicate market intelligence and customer feedback to support business development and product improvement initiatives.
  • Collaborate closely with internal teams to deliver on customer needs and drive key business objectives.
Requirements:
  • Demonstrated experience in achieving and surpassing sales and renewal targets in a B2B environment.
  • A proven track record in customer engagement, education, and retention strategies.
  • Strong consultative, value-based, and solution-selling skills in complex sales cycles.
  • Exceptional relationship-building, networking, and stakeholder management abilities.
  • Strong business acumen, analytical skills, and proficiency in usage analytics.
  • Excellent communication, presentation, and training delivery skills.
  • Experience in the health, academic, or related sectors is preferred.
  • Proficiency in Microsoft Office and CRM systems (Salesforce preferred).
  • A university degree in Science, Healthcare, Technology, or a related field is preferred.
  • A self-starter with initiative, enthusiasm, and a customer-focused mindset.
  • A collaborative team player with high integrity and a focus on the big picture.
  • International matrix organisation experience is advantageous.
  • Fluent English language skills (verbal and written).

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