Key Customer Success Strategist

3 days ago

Melbourne, Victoria, Australia beBeeCustomerSuccess Full time $95,000 - $110,000

At BuildPass, we're passionate about helping our customers succeed. As a key member of the customer success team, you'll play a critical role in driving adoption and growth among our small to medium business clients.

The Job Overview

You will own the relationship with our SMB customers, guiding them from onboarding through to renewal, ensuring they're getting maximum value from our platform. You'll be their trusted advisor, helping them transform their construction operations while building lasting partnerships.

As part of this role, you'll spend a few months learning the product and better understanding our customers usage patterns before commencing your day-to-day responsibilities. During this time, you'll also be included in all customer success rituals to ensure that you are ready to hit the ground running when you eventually transition across.

The Key Responsibilities

- Manage a portfolio of SMB accounts, driving adoption, retention, and growth
- Lead customer onboarding journeys, ensuring smooth implementation and quick time-to-value
- Conduct regular business reviews to track customer health and identify expansion opportunities
- Proactively identify at-risk accounts and implement retention strategies
- Partner with customers to understand their business goals and map solutions to their needs
- Create and deliver training content that helps customers maximize their return on investment
- Collaborate with Product on customer feedback to influence our roadmap
- Use data and analytics to drive customer success metrics (adoption, engagement, NPS)
- Champion automation and AI features to help customers scale efficiently

The Ideal Candidate

We're looking for someone who is an early bird, comfortable with construction start times, and genuinely enjoys helping businesses succeed. The ideal candidate will have strong commercial acumen, be comfortable presenting to groups, and have a natural problem-solving mindset. Experience in customer success, account management, or the construction industry would certainly give you a head start.

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