Executive Customer Retention Specialist

2 weeks ago

Australia beBeeCustomer Full time $105,000 - $135,000
Job Title: Senior Customer Success Manager

About the Role:

We are seeking a dedicated and passionate professional to join our team as a Senior Customer Success Manager. This key member will be responsible for delivering exceptional customer experiences, driving retention and growth, and fostering strong relationships with our clients.

  • Key Responsibilities:
  • Build and maintain strong relationships with assigned customers to enhance customer satisfaction and retention.
  • Drive renewal retention and forecast future renewals effectively.
  • Manage and report on the status, risk factors, and overall health of customer relationships.
  • Develop strategies to expand the footprint of our platform within existing accounts.
  • Drive adoption of product features to maximize value and promote best practices.
  • Stay informed about product features and relevant use cases to support customers effectively.
  • Proactively manage at-risk customers, providing regular updates and escalation as necessary.
  • Work independently on ambiguous issues, prioritizing and executing in a dynamic environment.
  • Develop strong executive and technical influence by building trust and understanding their business challenges and desired outcomes.
  • Collaborate effectively as a team player, thriving in a fast-paced, high-growth environment.
  • Take ownership of responsibilities with minimal direction, delivering results in complex projects.

Requirements:

  • 5+ years of experience as a Customer Success Manager (CSM) or in a similar role, preferably within a Cloud/SaaS organization.
  • Proven track record in building customer relationships, with a strong understanding of retention and revenue generation.
  • Strong presentation skills and the ability to engage effectively with all levels of an organization, both in person and virtually.
  • Excellent verbal and written communication skills.
  • Excellent interpersonal skills with confidence to advocate honestly and influence effectively.
  • Familiarity with the CCM industry, particularly in our core verticals: Insurance, Healthcare, Financial Services, and Government.
  • Proficiency in Salesforce, BI tools, and the complete suite of MS Office products.
  • Ability to meet quarterly and annual renewal rates and satisfaction metrics.
  • Familiarity with E-Signature tools e.g. OneSpan and DocuSign.
  • Familiarity with Web Forms and business process tools.
  • A broad range of technical skills and knowledge so you can analyse customers' scenarios and positions and provide relevant insight and suggestions.

What We Offer:

  • A highly competitive salary based on your experience.
  • An annual bonus based on company performance.
  • A friendly, flexible, and fun working environment.
  • Vision benefits.
  • Subsidised gym membership.
  • 20 days holiday allowance plus an additional day off for your birthday.
  • The opportunity to work with a talented and supportive team.

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