Senior Customer Success Team Lead

3 days ago

Brisbane, Queensland, Australia beBeeTeamlead Full time $130,000
Customer Success Team Lead

We are seeking a seasoned customer success expert to lead our team of Customer Success Managers. As a Customer Success Team Lead, you will be responsible for managing the day-to-day operations of the team, including goal setting, performance management, and growth.

This is an exciting opportunity to join our team and make a meaningful impact on our customers' businesses. If you have a passion for developing others, building effective teams, and helping customers succeed, we want to hear from you.

Key Responsibilities:

  • Manage the day-to-day operations, goal setting, performance management, and growth of the Customer Success team
  • Serve as a coach, mentor, and leader, helping individuals grow in their career
  • Define (and continuously refine) customer success best practices and process across the team to help our CSMs achieve amazing retention results
  • Assist the team to prepare, implement and execute optimisation strategies for our customers at group and account level
  • Ensure execution of customer journey touchpoints, including onboarding, business reviews, upsells and other opportunities through referrals and new business development
  • Effectively manage and engage with our enterprise/corporate accounts, building strong relationships, maintaining customer satisfaction, managing escalations and building loyalty
  • Identify opportunities by conducting proper research and analysis of accounts' business objectives, determining their needs and ultimately contributing to their success
  • Report and forecast team sales every week and month
  • Represent our interests with a wide range of stakeholders

About You:

  • You are a people manager at heart with 3-5 years of experience leading a Customer Success Team
  • You have a successful track record demonstrating account management with sales experience and commercial acumen
  • You understand how to reach people and engage customers across various management levels
  • You have excellent English skills (both verbal and written)

Benefits:

  • Flexible working arrangements - work from home
  • Diverse & inclusive business culture
  • Company share options
  • Generous mobile phone allowance
  • Windows or Mac laptop (you choose)
  • Fun and dynamic team

Requirements:

  • Customer Success Manager Team Lead: 3 years (preferred)
  • B2B sales: 3 years (preferred)
  • SaaS: 1 year (preferred)
  • Australia work authorisation: required

We offer:

  • Endless opportunities for personal growth and development with direct access to senior management

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