Customer Success Manager Lead

1 week ago

Brisbane, Queensland, Australia beBeeSuccess Full time $108,000 - $144,000

Job Overview

The Customer Success Manager Lead is a key leadership role responsible for leading, coaching, and mentoring a team of Customer Success Managers (CSMs) to retain and grow the customer base.

About This Role

  • Lead, coach, and mentor a team of CSMs to achieve individual and team performance goals, fostering a culture of accountability, collaboration, and professional growth within the team.
  • Conduct regular one-on-ones, performance reviews, and career development planning for team members, identifying skill gaps and implementing training programs to enhance team capabilities.
  • Collaborate in the development and execution of the Customer Success Group strategy to drive revenue, improve customer experience, and reduce churn and cancellations.
  • Develop and implement segment-specific strategies to maximize the value customers derive from the platform, empowering CSMs to deliver impactful interactions with customers.
  • Monitor and analyze customer data, team performance metrics, and KPIs to measure the effectiveness of strategies and initiatives.

Key Responsibilities

  • Act as an executive sponsor for key customers, addressing escalations and resolving customer frustrations effectively, building and maintaining strong relationships with customers.
  • Encourage and lead collaboration between the Customer Success team and other internal departments to ensure a seamless customer experience, representing the voice of the customer internally.
  • Recruit, onboard, and retain top talent to build a high-performing CSM team, defining and tracking team metrics to ensure alignment with company goals and objectives.

Benefits

  • Delicious, free chef-prepared lunch daily on site.
  • Fully-equipped, free on-site gym.
  • Hybrid working arrangements.
  • Up to 4 weeks' annual "Work from Anywhere" benefit.
  • Second-to-none product training.
  • Opportunities for growth, development, and career progression.
  • Fun team camaraderie and events.
  • Paid volunteer leave days.
  • Public holiday exchange.
  • Casual dress.

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