Strategic Leadership of Customer Success Teams

6 days ago

Sydney, New South Wales, Australia beBeeLeadership Full time $150,000 - $210,000
Customer Success Management Director

We're seeking a highly experienced Customer Success Management Director to lead our Account Success team focused on Signature customers in Financial Services industries. This key role oversees a team of Customer Success Managers, responsible for delivering best-in-class customer outcomes.

The ideal candidate possesses strong people management capabilities and a background in Customer Success strategies, trends, and outcomes at the enterprise level. They must be able to engage CxO-level stakeholders, synthesise insights from market intelligence and customer feedback, and drive change within a customer-facing organisation.

Main Responsibilities:

  • Lead a team of CSMs, forecasting growth, excellence, and High Performing Culture.
  • Execute strategies for Signature Success Plan renewals and growth across assigned portfolios.
  • Engage in top Signature Success prospects by providing direct customer-facing presales support and formulating strategies to accelerate deal close.
  • Actively engage in account strategy and execute it for select accounts.
  • Foster executive relationships with covered customers and internally to drive value.
  • Ensure the team delivers obligations and entitlements of the Signature offer.
  • Proactively identify and remediate high-risk customers and address complex blocking issues.
  • Own the direct relationship with Sales leaders aligned to your Operating Unit (OU) and build successful partnerships with broader stakeholders to achieve common goals.
  • Work closely with peers and selling partners on capacity planning for Signature obligations.
  • Align customer allocations with Signature coverage and manage team-based allocations.
  • Deliver operating unit targets and key performance metrics through operational execution and discipline.

Preferred Qualifications:

  • A strong track record in leadership roles with direct experience in customer success and team management.
  • Financial Services industry experience.
  • Proven success in establishing a clear vision and driving change within a customer-facing organisation.
  • Couple with a customer-centric mindset and strong critical thinking, ability to use data and insights to identify trends and risks.
  • Demonstrate excellent communication skills to bridge between teams and levels, and negotiation skills both with customers and internally.
  • Experience in building executive relationships and driving/influencing change with complex Enterprises.
  • Showcase a proven track record in building a high-performing team.
  • Experience with Enterprise-scale organisations and demonstrated leadership to make rapid decisions and problem-solving in this environment.
  • Track record of delivering against targets and KPIs.

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