[Hiring] Senior Customer Success Manager @ABC Financial Services

Role Description

As a Senior Customer Success Manager, you will be responsible for driving customer value, retention, and growth across a portfolio of enterprise customers. Acting as a trusted advisor, you will build strong relationships with key stakeholders, provide strategic guidance, and help customers maximize the value of ABC's solutions.

This role will support a portfolio of enterprise customers, including a key customer requiring Korean language support. You must reside in Australia and be fluent in both Korean and English.

As the primary point of contact for your customers, you will partner with Sales, Product, Support, and other internal teams to advocate for customer needs, resolve complex issues, and deliver successful business outcomes. Ultimately, you are accountable for customer satisfaction, retention, and long-term success across your portfolio.

What You'll Do

• Build trust and long-term relationships with customers and key stakeholders across your portfolio.
• Track and monitor customer account health, identifying areas of concern and opportunities for growth.
• Deliver consistent and meaningful business reviews to key customer stakeholders.
• Partner with customers to develop and execute success plans that drive business outcomes.
• Capture customer success stories and business outcomes to support advocacy and growth initiatives.
• Demonstrate product capabilities, functionality, and potential business outcomes.
• Serve as the primary point of contact for escalated customer issues, coordinating internal resources to drive timely resolution.
• Directly manage escalated support tickets as required.
• Maintain customer and product usage intelligence using CRM and customer engagement platforms.
• Partner with Product to communicate customer feedback, feature requests, and enhancement opportunities.
• Serve as a mentor for new hires and junior team members.
• Participate in cross-functional projects and other initiatives as required.

Qualifications

• 5+ years of experience in Customer Success, Account Management, or a related customer-facing role supporting enterprise customers.
• Exceptional verbal and written communication skills, with the ability to build trusted relationships across all levels of a customer organization.
• Strong presentation, negotiation, and stakeholder management skills.
• Customer-focused with demonstrated ability to manage complex customer relationships, navigate challenging situations, and deliver positive business outcomes.
• Highly organized with the ability to manage multiple priorities and execute effectively in a fast-paced environment.
• Strong analytical and problem-solving skills, with the ability to interpret customer and business data to drive insights and recommendations.
• Collaborative team player with the ability to build effective cross-functional partnerships.
• Experience using CRM, customer engagement, and project management tools.
• Proficiency in Microsoft Excel.
• Fluency in both Korean and English.
• Fitness industry and/or SaaS experience preferred.

Benefits

• Purpose led company with a Values focused culture – Best Life, One Team, Growth Mindset.
• Time Off – with our open PTO approach, you have flexibility in how and when you take time off, alongside statutory leave and 14 paid holidays (including company-wide Days of Disconnect!).
• Days of Disconnect – once a quarter, we take a collective breather and enjoy a day off together around the globe. #oneteam.
• Parental & Pawternity Leave – we support your growing family with paid parental leave (including up to 6 months company-supported leave) and pawternity leave when you welcome a new pet.
• Best Life Perk – we support your wellbeing with an annual reimbursement for fitness, wellness, and health expenses.
• Medical Support – flexible Health Reimbursement Account to help cover medical, dental, and vision expenses.
• EAP – free and confidential support whenever you need it.
• Premium Calm App – enjoy a Calm subscription for you and up to 5 friends or family members.
• And more! – so many benefits we couldn’t even fit them all here!