Senior Customer Success Manager

It’s with that in mind that Beyond is currently increasing its investment in the Australian market and looking to add a Senior Customer Success Manager to manage our growing customer base in the market and join our growing Global Customer Experience Team. Reporting to one of our Managers of Customer Success you will have the opportunity to play a key component in ensuring our customers not only survive but thrive in this environment. While this role will primarily follow Australian business hours, some flexibility is expected to overlap with colleagues in the U.S. and Europe on certain days.

Before reading further...

Beyond is passionate about diversity and cultivating our team’s potential. If you’re hungry for a good opportunity, but don't meet every point in this job description, please apply anyway!

As a Senior Customer Success Manager you’ll be responsible for:

• Driving customer adoption, retention, and satisfaction for assigned book of accounts
• Owning the new customer experience from Sales by leading trainings, driving product adoption, and helping customers achieve their business goals
• Manage the Beyond Training & Certification process for all new customers 
• Securing annual subscription renewals and uncovering expansion opportunities
• Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met
• Training clients on the basics of revenue management and how to effectively use our tool to increase revenue
• Analysing customer performance data and making recommendations to ensure revenue growth
• Proactive  relationship  management  with  accounts  to  maintain  overall  customer  health 
• Monitoring and reporting on the health and risk of assigned accounts
• Maintaining a deep understanding of Beyond Pricing’s suite of products
• Managing approximately 40-60 accounts at a time
• Working with cross-functional teams to drive better collaboration and customer experience
• Being the voice of the customer back to our Product organisation, communicate trending customer feedback and ideas

So what kind of person are we looking for in this role? The person who will be successful in this role will: 

• Have deep customer-empathy and find fulfillment in helping customers reach their goals.
• Be a self-starter and comfortable with working remotely as part of a global team 
• Enjoy working with people and are driven to provide an excellent customer experience.
• Be comfortable with data and leveraging it to make strategic decisions.
• Pride yourself on going above and beyond for teammates and customers.

Now that we've told you what the job looks like, here are the qualifications we're looking for in a candidate:

• 3+ years of experience working in SaaS customer success 
• Solid understanding of Customer Success best practices 
• Experience managing customer renewals and upgrades
• Creative and analytical thinker with strong problem-solving skills
• Exceptional verbal and written communication skills with the ability to communicate effectively at all levels
• Comfortable 
• Willing to travel 1-2 times per quarter
• Short-term rental industry or revenue management experience is a bonus

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
• Meet with our Manager of Customer Success for a deeper dive video conversation 
• Complete an assignment relevant to the role and meet with a few additional members of the Customer Experience team
• Meet with our CEO