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Achieve Long-term Customer Success

3 weeks ago

Sydney, New South Wales, Australia beBeeCareer Full time $90,000 - $120,000
Job Title: Customer Success Manager

The role of a Customer Success Manager is pivotal in ensuring the optimal utilization of our cybersecurity solutions by customers. This position entails managing a portfolio of existing clients to maximize their benefits and foster growth.

  • Key Responsibilities:
  1. Portfolio Management: Develop and execute strategies to drive adoption, renewals, expansion, and advocacy among customers.
  2. Client Engagement: Conduct regular business reviews with client executive leadership and perform health checks on deployments to enhance customer satisfaction and desired business outcomes.
  3. Solution Presentation: Present, discuss, and demonstrate our cyber threat defense solutions to CISOs and information security experts as required.
  4. Upsell and Cross-sell Opportunities: Identify, nurture, and negotiate opportunities to align our suite of products with customers' evolving use cases and needs.
  5. Customer Success Setup: Ensure customers are set up for success and facilitate renewal at the end of the subscription term.
  6. Customer Engagement Analysis: Analyze customer engagement levels to assess risk and execute action plans to progress account health.
  7. Escalation Resolution: Manage customer escalations to resolution, leveraging cross-functional teams within the organization.
  8. Team Mentoring: Mentor developing Customer Success Managers on the team by sharing best practices and helping ramp up new team members.
Requirements:
  • A minimum of 5 years of experience in roles encompassing Customer Success, Project Management, Business Development, Technical Account Management, Client Service, or Consulting.
  • Strong communication and presentation skills, with the ability to effectively communicate with senior business professionals across every industry vertical.
  • Familiarity with enterprise networking technology (preferred) and a foundational understanding of cybersecurity concepts.
  • Strong time management skills, self-motivation, and the ability to work effectively as part of a team.
Benefits:
  • Ongoing training and development opportunities.
  • Opportunities for career growth and advancement.