Customer Success Senior Manager

About Us

As a leading group of companies, the ECA International Group stands as a global frontrunner in simplifying international mobility. Our collective vision is to make a positive impact by delivering exceptional products and services to our prestigious list of large enterprise clients.

Our global presence across the UK, EU, Hong Kong, Australia, and the US offers our team a world of opportunities, and our commitment to innovation ensures that you will be at the leading edge of your field.

We love to invest in our people's success and development pathways, creating a diverse and inclusive community where your unique talents shine. Your work here has a global impact, and we prioritise work-life balance, offering flexibility to enable you to perform your best. Join us to experience a rewarding career where your potential is celebrated, and your journey to excellence begins.

About the Role
As a Customer Success Senior Manager, you will play a pivotal role in empowering our customers across Australia and New Zealand to achieve their goals and maximise the value they receive from our platform and services. Acting as a strategic advisor and trusted partner, you will build strong, long-term relationships with clients and drive meaningful outcomes through proactive engagement and expert guidance.

This role is ideal for a passionate, results-oriented professional who thrives on solving complex problems, advocating for customers, and creating value through tailored solutions. Your deep understanding of the Global Mobility or Travel Management industry, whether from in-house experience or working with suppliers, will enable you to deliver insights that matter and drive tangible success for our clients.

You'll work cross-functionally with Sales, Product, and Support teams, helping customers onboard successfully, achieve adoption milestones, and unlock opportunities for growth. This position also involves travel for client meetings and key industry events, further strengthening our presence and impact in the region.

If you're a customer champion who enjoys driving strategy, fostering engagement, and delivering measurable results, we'd love to hear from you.

Requirements

Key Responsibilities

• Platform Implementation and Training: Guide new customers through the implementation process, ensuring they are set up for success and fully understand how to use the Expert platform.
• Relationship Management: Build and maintain long-term relationships with customers, acting as their primary point of contact and trusted advisor.
• Customer Advocacy: Understand customer goals and challenges, proactively identifying opportunities for growth and improved outcomes.
• Retention and Renewal: Monitor customer health metrics to identify at-risk accounts and implement strategies to drive engagement, retention, and renewals.
• Upselling and Cross-Selling: Identify opportunities to expand the customer's use of the platform and grow revenue.
• New Business: Collaborate with the Sales team to present solutions, contribute to outbound campaigns and attend pitches.
• Product Expertise: Stay up-to-date on product features and updates to provide expert guidance and recommendations tailored to customer needs.
• Feedback Loop: Act as the voice of the customer, collaborating with product, sales, and support teams to improve user experience and address pain points.
• Data and Reporting: Analyse customer usage data, providing insights and reporting on account health, engagement, and success metrics.
• Company and Team ambassador: Represent the organisation at events and be a spokesperson for the team at internal initiatives.

The Ideal Candidate: 

Qualifications

• Proven experience in the Global Mobility or Travel Management industry is required, with a strong understanding of the industry dynamics and of customer requirements.
• Experience as a Customer Success Manager, Account Manager, or in a similar role, preferably in a SaaS environment, is a plus.
• Exceptional communication and interpersonal skills, with the ability to build strong relationships with stakeholders at all levels.
• Strong problem-solving and analytical skills, with a customer-centric mindset.
• Familiarity with customer success software (e.g. HubSpot)
• Ability to manage multiple accounts and prioritise tasks effectively in a fast-paced environment.
• Demonstrated success in achieving retention and customer satisfaction targets.

Benefits

Our Team and Culture

We are a super friendly team that thrives on collaboration and supporting each other. We cultivate an environment where everyone feels valued and empowered to contribute their best work, helping us to realise our ambitious growth goals and mission.