Digital Customer Experience Expert

4 days ago

Sydney, New South Wales, Australia beBeeCustomerSuccess Full time $110,000 - $145,000
About Digital Experience Assurance

Empower organizations to deliver seamless digital experiences across every network.

AI-powered insights from cloud, internet and enterprise network telemetry data enable IT teams to proactively detect, diagnose, and remediate issues – before they impact end-user experiences.

Digital Experience Assurance platforms help deploy at scale while delivering assurance insights within leading technology portfolios.

About The Role

As a Customer Success Manager on the Scale team, you will manage high-growth customer accounts using strategic engagements and scalable programs to drive success across the customer lifecycle.

This role requires a deep understanding of SaaS, cross-functional collaboration, and the ability to lead one-to-one and one-to-many customer engagements.

You'll serve as a trusted advisor, driving onboarding success, accelerating platform adoption, and leading proactive motions such as QBRs, monthly check-ins, and health reviews.

You'll also act as the voice of the customer, advocating for their needs internally while setting clear expectations externally.

Your Responsibilities:
  • Develop comprehensive account strategies to promote long-term success, adoption, and retention.
  • Manage high-touch and scale engagement methods for a portfolio of customers.
  • Conduct strategic touchpoints including monthly check-ins, QBRs, platform health checks, and de-risking motions.
  • Proactively identify customer risks and mobilize internal teams to address issues swiftly and effectively.
  • Drive adoption of key platform features that enhance customer outcomes and improve retention.
  • Ensure customers achieve success with use cases, validated through business metrics and data insights.
  • Understand each customer's business, market conditions, technology stack, and key stakeholders to identify expansion opportunities.
  • Forecast and track customer sentiment, product utilization, and key health indicators.
  • Partner with Pre-Sales and Adoption Engineering teams to drive collaboration and successful renewals.
  • Serve as the voice of the customer, collecting product feedback and prioritizing requirements based on risk, urgency, and revenue impact.
Requirements:
  • At least 3 years of experience in Customer Success, Account Management, or Renewals in a SaaS environment.
  • Strong understanding of the SaaS customer lifecycle and risk identification.
  • Proven success managing customer portfolios through high-touch and scale strategies.
  • Excellent communication, listening, negotiation, and presentation skills.
  • Fluent in spoken and written English, with confidence to engage executive stakeholders.
  • Organized, proactive, and highly accountable with strong project management skills.
  • Collaborative and cross-functional, with the ability to influence internal teams.
  • Proficient in CRM tools like Salesforce and data-driven in your approach.
  • Technically curious and able to understand software and cloud technologies.
  • Data-driven with the ability to interpret and act on customer insights and performance metrics.

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