Head of Client Retention and Growth

1 day ago

Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $117,600 - $153,984
Job Title: Customer Success Lead

We are seeking a seasoned Customer Success Lead to drive retention, revenue growth, and product adoption in Australia & New Zealand. As a key member of our team, you will be responsible for managing high-performing teams and owning portfolios of customers.

About the Role

This is a critical position that requires a unique blend of leadership, customer management, and strategic planning skills. You will be expected to:

  • Lead & Inspire the Team - Coach, mentor, and develop your team to consistently deliver exceptional results.
  • Customer Onboarding & Activation - Guide new customers through onboarding for a smooth, high-impact activation.
  • Product Adoption & Engagement - Monitor customer health scores, usage data, and trends to drive proactive engagement through regular check-ins, QBRs (Quarterly Business Reviews), and strategic consultations.
  • Retention, Growth & Upsells - Drive retention, expansion revenue and upsells by demonstrating additional value.
  • Churn Prevention & Risk Mitigation - Identify at-risk accounts early and implement strategic action plans to prevent churn.
  • Collaboration & Cross-Functional Communication - Problem-solve issues proactively, working cross-functionally with Product and Support.
Requirements

To be successful in this role, you will need:

  • Experience in SaaS Customer Success - At least 3+ years in a Customer Success role within a SaaS company.
  • Startup-Proven Track Record - Comfortable working in a fast-paced startup environment, with a self-starter mentality and a solution-focused approach.
  • Ownership Mindset - Takes full responsibility for managing their book of business like an entrepreneur.
  • Industry Knowledge (Nice to Have) - Experience in the music or events industry is a plus but not required.

We are #Customer Obsessed, #Raise The Bar, #Massive Impact, and #Hungry & Humble.

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