Senior Customer Engagement Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeStrategist Full time $100,000 - $150,000
Customer Success Strategist

At our reimagined eCommerce platform, we are enhancing search, discovery, and customer engagement through innovative apps. Our mission is to empower partners with tools that streamline operations, build trust, and drive sustainable growth.

We aim to make ecommerce smarter, simpler, and more impactful, delivering solutions that inspire confidence and create real results. If you want to cut through the noise and focus on what matters in a fast-moving ecommerce landscape, this is where you can grow, lead, and shape the future of online retail.

As the Customer Success Lead at our company, you'll play a strategic role in shaping and improving our global customer success operations. You'll work closely with the VP of Growth to trial, implement, and scale initiatives that improve onboarding, retention, expansion, and overall customer experience.

Key Responsibilities:

  • Define and execute the Customer Success strategy for APAC, ensuring we are positioned as a trusted partner to enterprise and mid-market clients.
  • Manage top-tier accounts (T0/T1), demonstrating best practice in customer engagement, escalation management, and strategic alignment
  • Architect scalable onboarding, adoption, and retention frameworks that deliver measurable improvements in customer satisfaction and Net Revenue Retention (NRR)
  • Act as a strategic advisor to executive stakeholders, aligning their business outcomes with our solutions to maximise long-term value realisation
  • Drive expansion opportunities including partnering with Sales and Marketing on structured upsell and cross-sell plays that directly impact NRR and overall growth
  • Champion early detection and proactive intervention strategies for at-risk accounts, safeguarding revenue and strengthening customer loyalty
  • Translate customer usage data and feedback into actionable insights that shape strategy, influence product roadmap priorities, and improve CS performance
  • Deliver clear reporting on CS outcomes, linking initiatives to retention, adoption, and commission metrics
  • Continuously evolve Customer Success operations, processes, and tools to increase efficiency, scalability, and impact across the global team

Requirements:

  • 4+ years of experience in Customer Success or Account Management, preferably in a SaaS environment
  • A proven track record of leading customer success initiatives that drive measurable results
  • Strong analytical and strategic thinking skills
  • Clear, confident communication and relationship-building abilities
  • Excellent project management skills and comfort working cross-functionally
  • Familiarity with CRM platforms and CS tools (experience with Vitally.io a plus)
  • A proactive mindset and the ability to thrive in a fast-paced, evolving environment
  • Passion for customer advocacy and delivering exceptional experience

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