Customer Success Manager/Director

1 day ago

Cremorne, Victoria, Australia Tryzens Global Full time
About the Role

We are seeking a highly skilled Client Success Director to join our team in the ANZ region. As a key member of our client success team, you will be responsible for driving the overall success of our clients in the region.

Key Responsibilities
  • Relationship Building
    • Develop and maintain strong relationships with clients at all levels of their organisation.
    • Ensure ongoing support and optimisation of client accounts to drive satisfaction, retention, and loyalty.
    • Collaborate with commercial and delivery teams to identify and develop new opportunities for growth and revenue.
  • 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' 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.
Requirements
  • 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.
What We Offer
  • 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.
About Tryzens

We strive to create an inclusive environment, empower employees, and embrace diversity. Tryzens is an equal opportunity employer and every applicant will be considered without regard to gender, race, religion, marital or civil partnership status, disability, age, sexual orientation, pregnancy or maternity.

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