Principal Client Advocate

2 days ago

Melbourne, Victoria, Australia beBeeCustomerSuccessManager Full time $60,000 - $90,000
About the Opportunity

We are seeking a seasoned professional to play a critical role in helping our clients achieve long-term success with our product suite. As a Customer Success Manager, you will be responsible for ensuring our customers feel supported, informed, and equipped to grow.

Key Responsibilities:
  • Provide exceptional post-sales support that fosters customer satisfaction, product adoption, and partnership growth — all while reflecting our values and commitment to excellence.
  • Help clients adopt and activate our product suite to maximize its potential.
  • Ensure timely and accurate responses when engaging with other departments (e.g., Support or Onboarding).
  • Identify opportunities and collaborate with existing business teams to execute upsell strategies for client accounts.
  • Maintain regular client contact (e.g., monthly meetings, Quarterly Business Reviews) as needed within your portfolio, ensuring activity KPIs and SLAs are met.
  • Keep clients informed of product changes and developments that have been deployed (e.g., introduce webinars, product release notes).
  • Advocate client needs/issues cross-departmentally.
  • Operate as a liaison between management to share key client feedback and improve overall client experience.
  • Lead issue resolution and escalation management — thinking on your feet to solve problems quickly and effectively, often under pressure.
Requirements:
  • Experience managing high volumes of client accounts.
  • At least 2 years of experience in client-facing Sales / Customer Success / Account Management / Support roles & conflict resolution, ideally in a SaaS or technology business.
  • Comfort working with various stakeholders — from educators and administrators to centre owners and executives.
  • Excellent written and verbal English skills.
  • Exceptional relationship-building skills with a confident phone manner and active listening skills.
  • Able to communicate complex ideas in ways that are easy to understand.
  • Empathetic, emotionally intelligent, and driven to provide outstanding client experience.
  • Strong understanding of direct debit and real-time payment solutions.
  • Strong proficiency in CRM management (Salesforce) and Microsoft suite.
  • A passion for the Early Childhood Education sector and making a meaningful difference in your work.

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