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Strategic Digital Success Leader

2 weeks ago

Melbourne, Victoria, Australia beBeeLeader Full time $120,000 - $140,000
Job Title:

Senior Manager, Scaled Customer Success

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Job Description:

  • As a Senior Manager of Scaled Customer Success, you will lead the development and execution of digital-first strategies to drive product adoption, identify opportunities for expansion, and ensure customers achieve their business goals through virtual engagements.
  • You will leverage technology and data to deliver positive outcomes across a large customer base at scale. This is a strategic role that uses one-to-many digital motions to foster customer loyalty and increase lifetime value, with a focus on adoption, retention, expansion, saves, and advocacy within the scaled customer segment.

Key Responsibilities:

  • Developing quarterly plans and forward-thinking strategies
  • Recruiting, coaching, and mentoring a team of Scaled Customer Success Managers
  • Designing and overseeing the execution of one-to-many digital campaigns to guide customers through their lifecycle
  • Developing and overseeing the delivery of scaled Quarterly Business Reviews (QBRs) through digital channels
  • Driving a focus on customer training, certification, and engagement with the Employment Hero community
  • Managing robust playbooks to identify at-risk customers with proactive and reactive offers and negotiations
  • Building signal models to monitor and analyze customer behavior, product usage patterns, NPS, and engagement metrics to identify risks and opportunities across the customer base
  • Using these insights to develop and refine targeted, proactive interventions and campaigns
  • Continuously mapping and optimizing the digital Customer Success journey to identify areas for improvement and implement automated