Customer Success Manager/Director

2 days ago

Melbourne, Victoria, Australia Tryzens Group Full time

Job Title: Customer Success Manager/Director

Job Summary:

We are seeking a highly skilled and experienced Customer Success Manager/Director to join our team at Tryzens Group. As a key member of our team, you will be responsible for the overall success of a portfolio of clients in the ANZ region.

Key Responsibilities:

Relationship Building:

  • Develop and nurture strong, positive relationships with clients at both executive and operational levels.
  • Ensure ongoing support and optimisation of client accounts to drive satisfaction, retention, and loyalty to Tryzens Group.
  • Collaborate with the Commercial and Delivery teams to identify and develop new opportunities for growth and revenue.
  • Maintain close relationships with technical partners (e.g., Salesforce) to share knowledge and uncover new business opportunities.

Commercial Management:

  • Ensure all new work quoted is within client margin guidelines and gain necessary approvals for variations.
  • Conduct financial modeling to support contract renewals and new client onboarding.
  • Monitor and report on client revenue targets, working closely with the Managing Director to achieve financial goals.

Go-to-Market Strategy for Services:

  • Research competition and market trends to ensure our services deliver value and stay ahead of industry changes.
  • Collaborate cross-functionally with technical, design, and operations teams to develop and enhance service offerings.
  • Develop frameworks for effectively sharing and enhancing our services with new and existing clients.

Account Management:

  • Manage client expectations and deliver commercially beneficial solutions that align with Tryzens Group's objectives.
  • Track and report Net Promoter Scores (NPS) across multiple stakeholders to measure client satisfaction.
  • Oversee the quarterly service review process, identifying new opportunities for added value and strategic growth.

Key Performance Indicators:

  • Strong knowledge of and relationship with your clients.
  • High client satisfaction, retention, and loyalty to Tryzens Group.
  • Successful uptake of new services and achievement of financial targets per client.
  • Positive Net Promoter Score (NPS) and consistent delivery of quarterly strategic insights.
  • Effective completion of quarterly service reviews and action plans.

Qualifications:

  • Proven experience in a client success or account management role within the ecommerce or digital services industry.
  • Strong understanding of web analytics and ecommerce market dynamics.
  • Excellent problem-solving skills and the ability to translate market trends into actionable insights.
  • Exceptional relationship-building and communication skills at all levels of an organisation.
  • Commercial acumen with experience in financial modeling, contract management, and revenue growth strategies.

Benefits:

  • Flexible working hours.
  • Flexibility to work from home or in any of our offices.
  • Opportunities for learning and development.
  • Team social events.
  • 2 charity/volunteer days per year.
  • 25 annual leave days per employment year.
  • Day off for your birthday.
  • Access to EAP support.
  • Enhanced parental leave policy.

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