Customer Success Lead

3 weeks ago

Melbourne, Victoria, Australia Neota Full time

We are seeking a results-driven Customer Success Manager to join our growing team at Neota. As a key player in our organization, you will be responsible for ensuring the success and satisfaction of our valued clients.

Key Responsibilities:

1. Proactive Outreach: Initiate and maintain proactive communication with clients to understand their evolving needs and ensure a positive customer experience.

2. Customer Success Plans: Develop and implement tailored customer success plans, aligning with clients' goals and objectives to drive mutual success.

3. Cross-Selling and Upselling: Identify and capitalize on opportunities for cross-selling and upselling additional products/services to enhance customer value and contribute to revenue growth.

4. Goal Review: Collaborate closely with clients to review and align on goals, conducting regular goal review sessions and making adjustments as needed.

5. Customer Check-Ins: Conduct regular check-ins with customers to gather feedback, assess satisfaction levels, and provide proactive support.

6. Renewal Preparation: Proactively prepare for customer renewals by understanding their needs, addressing concerns, and ensuring a smooth renewal process.

7. Customer Education: Develop and implement educational programs and resources to empower customers, enabling them to maximize the benefits of our products/services.

8. Review Customer Metrics: Analyze customer metrics and key performance indicators (KPIs) to track usage, satisfaction, and overall success.

9. Customer Health Analysis: Assess the health of customer accounts, identifying potential risks, and collaborating with internal teams to address challenges.

10. Customer Advocacy: Act as a strong advocate for customers internally, ensuring their voice is heard and their needs are addressed across the organization.

Benefits:

We value our employees' time and efforts. We work to maintain the best possible environment for our employees, with flexible working conditions and an encouraging environment where people can learn and grow with the company.

We strive to provide a collaborative, creative environment where each person feels encouraged to contribute to our processes, decisions, planning, and culture.

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