Senior Customer Experience Lead

1 week ago

Brisbane, Queensland, Australia beBeeCustomerSuccess Full time $120,000 - $140,000

Join a dynamic team of customer experience specialists and make a lasting impact. Enjoy flexible working, including time on the road visiting customers, to deliver exceptional results.

Key Responsibilities:
  • Develop and implement long-term customer growth strategies to drive adoption, retention, and advocacy
  • Lead the entire customer lifecycle, from onboarding to engagement and advocacy, ensuring seamless experiences
  • Create customized customer success plans outlining a roadmap to achieve goals and share accountability for their outcomes
  • Foster relationships with key decision-makers and stakeholders across multiple customer teams to drive collaboration
  • Provide expert product training for clients via Zoom or in-person sessions
  • Maintain customer health and develop risk mitigation plans where necessary
  • Design retention strategies by assessing customer objectives and delivering against them
  • Promote upsell revenue through new product feature adoption and expanded usage
  • Address complaints and proactively manage feedback to inform product development, serving as an internal advocate for customers
  • Collaborate with internal stakeholders to enhance process quality, effectiveness, and efficiency

Requirements:

  • 5+ years of experience in Customer Success or Account Management roles
  • A commercially-minded approach with a track record of improving recurring revenue, adoption, and retention
  • Experience working in Technology or Real Estate environments
  • Exceptional customer service skills, with a passion for exceeding customer expectations
  • A proven ability to develop plans and objectives to achieve customer outcomes
  • The capacity to work autonomously with high levels of self-motivation in an unsupervised environment

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