Strategic Customer Success Leader

5 days ago

Sydney, New South Wales, Australia beBeeCustomer Full time $120,000 - $150,000
Key Position

We seek a strategic leader to drive the customer success function for our cutting-edge K-12 platform. This innovative solution combines finance, HR, and education management into a single, future-ready platform.

This role can be based in Sydney, Melbourne, or Brisbane and requires working in our office or on client sites as needed.

You will design the foundation for customer success and then grow it into a scalable, high-performing function. Your key responsibilities include:

  • Building the CS function from the ground up, including onboarding, training, retention, and expansion for schools adopting our platform.
  • Designing and rolling out onboarding processes and tiered support aligned to contract value, school size, and customer needs.
  • Ownership of customer health tracking and success metrics, including onboarding milestones, adoption, satisfaction, and net revenue retention (NRR).
  • Partnering with Sales to ensure seamless handovers, joint success planning, and identification of upsell opportunities.
  • Championing the customer voice in product and partnership conversations, ensuring school needs influence roadmap and collaboration.
  • Aligning workflows and training to the academic year and school operations.
  • Developing frameworks, playbooks, and systems that scale across schools, partners, and customer segments.
Leadership & Growth
  • Recruiting, leading, and growing an initial team, scaling in line with market expansion.
  • Setting performance standards, coaching the team, and embedding repeatable best practices.
  • Facilitating joint customer success reviews with partners to ensure alignment across sales, product, and service delivery.
  • Reporting on key customer metrics to executive leadership and partners.
Requirements
  • Proven experience in building or scaling CS teams in SaaS, ideally in education or enterprise SaaS.
  • Ability to understand how schools operate and adapt processes to the education lifecycle.
  • Commercial acumen and metrics-driven thinking, focusing on NRR, churn risk, adoption, and client lifetime value.
  • Effective communication and problem-solving skills, with a focus on designing clean, simple systems.
  • Desire for autonomy, trust, and ownership of a function shaping the success of our platform in the market.
  • Comfort with creative problem-solving and taking calculated risks.
Success Measures
  • Schools achieving strong adoption and measurable value from the platform.
  • Consistently achieving or exceeding renewal and NRR targets.
  • Establishing a high-performing CS team, coached and scaled effectively.
  • Documenting and implementing repeatable processes across the customer lifecycle.
  • Delivering high customer satisfaction and advocacy, positioning our platform as a leading solution in education.

We are one of the fastest-growing advisory and IT solutions companies in Australia, offering a strong foundation for career growth.

Our team of over 1,100 professionals works across Australia, New Zealand, Singapore, and Hong Kong, driving innovation through technology.

This is your chance to make an impact by joining our talented and creative team of change makers.

We specialize in strategy, migration, and proactive management across large enterprise and small-scale cloud deployments, using tailored approaches to build scalable cloud solutions.

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