Customer Success Manager Lead

3 days ago

Sydney, New South Wales, Australia Aircall Full time

Aircall is a leading company in the Australian market, empowering customers with support and tools to succeed with their platform. As a Customer Success Manager Lead, you will join a rapidly growing team and play a key role in nurturing customer relationships, ensuring customer growth, and delivering an exceptional experience that aligns with their unique business goals.

About the Role

As a Customer Success Manager Lead, your primary responsibility will be to manage and develop a portfolio of accounts, building strong relationships with key contacts and driving positive outcomes for our customers. You will also be responsible for maximizing account growth opportunities, mitigating potential risks, and handling upsells and renewals while maintaining a quarterly quota.

Key Responsibilities:
  • Grow and Nurture: Develop and maintain a portfolio of accounts, focusing on building trust and rapport with key decision-makers and stakeholders.
  • Drive Growth and Minimize Churn: Identify opportunities for upselling and cross-selling, negotiate contracts, and ensure timely renewal processes.
  • Articulate Value: Clearly communicate Aircall's value proposition to customers, highlighting how our solutions can help them achieve their business objectives.
  • Increase Customer Satisfaction: Continuously seek feedback from customers and use it to improve our products and services.
Requirements:

To succeed in this role, you will need:

  • At least 2+ years of experience in Customer Success, Account Management, or Sales in a B2B SaaS environment.
  • Exceptional communication and interpersonal skills, with the ability to build rapport with various stakeholders.
  • Confidence in handling renewals, upsells, and contract negotiations to meet and exceed growth targets.
  • Ability to break down complex technical concepts into easy-to-understand explanations for customers.
  • A track record of meeting or exceeding account growth targets and customer satisfaction KPIs.
  • Strong relationship-building skills and a genuine passion for providing an outstanding customer experience.
Preferred Skills:

We highly value experience with Salesforce, SaaS, and startups. If you have expertise in these areas, please highlight them in your application.

Compensation:

The estimated salary for this position is $120,000 - $150,000 per annum, depending on your level of experience and qualifications.

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