Customer Experience Manager

2 weeks ago

Sydney, New South Wales, Australia beBeeCustomerExperience Full time $90,000 - $120,000

About the Role

We are seeking an experienced Customer Experience Manager to join our team. This role will be responsible for driving customer retention, expansion, and product adoption across Australia & New Zealand.

Key Responsibilities:
  • Manage a portfolio of customers through onboarding, activation, and ongoing engagement to ensure high satisfaction and retention levels.
  • Work closely with venues, festivals, concert promoters, and artists to optimize their use of our platform and grow their businesses.

Your Key Accountabilities Include:

  1. Onboarding & Activation: Guide new customers through a smooth, high-impact activation process.
  2. Product Adoption & Engagement: Monitor customer health scores, usage data, and trends to drive proactive engagement through regular check-ins, QBRs (Quarterly Business Reviews), and strategic consultations.
  3. Retention, Growth & Upsells: Drive retention, expansion revenue, and upsells by demonstrating additional value.
  4. Churn Prevention & Risk Mitigation: Identify at-risk accounts early and implement strategic action plans to prevent churn.
  5. Cross-Functional Collaboration: Problem-solve issues proactively, working cross-functionally with Product and Support teams.
Requirements:
  • Experienced in SaaS Customer Success - At least 3+ years in a Customer Success role within a SaaS company.
  • Startup-Proven - Comfortable working in a fast-paced startup environment, with a self-starter mentality and a solution-focused approach.
  • Ownership-Driven - Takes full responsibility for managing their book of business like an entrepreneur.
  • Industry Knowledge (Nice to Have) - Experience in the music or events industry is a plus but not required.
Our Values:
  • #Customer Obsessed - Focused on contributing to an amazing experience for our customers.
  • #Raise The Bar - Constantly improving and leveling up skills.
  • #Massive Impact - Thinking like an owner and focusing on making an impact on collective goals.
  • #Hungry & Humble - Having a strong work ethic and being open to feedback.

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