Executive Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Manage and enhance a portfolio of Maropost's most valuable strategic and enterprise accounts.

• Establish strong relationships with C-suite executives, business owners, and other senior decision-makers.

• Comprehend customer business strategies, commercial goals, and growth initiatives.

• Take responsibility for customer retention, renewal results, and safeguarding recurring revenue.

• Detect dissatisfaction, adoption gaps, and potential commercial risks.

• Create and implement retention and recovery strategies for at-risk customers.

• Lead intricate escalations and orchestrate internal teams to resolve issues effectively.

• Identify and promote cross-selling, upselling, and product expansion opportunities.

• Formulate growth strategies that align with customer objectives and revenue goals.

• Collaborate with Sales and Commercial teams on proposals, negotiations, and strategic contract extensions.

• Manage the pipeline for renewals, expansions, and growth opportunities.

• Design strategic account plans and measurable customer success plans.

• Facilitate Quarterly Business Reviews and Executive Business Reviews.

• Assess product adoption, customer performance, commercial results, and future opportunities.

• Foster adoption and utilization of Maropost's platform and its broader product ecosystem.

• Work alongside Product and Technical teams to tackle capability gaps and relay feedback.

• Coordinate efforts across Support, Product, Engineering, Onboarding, Sales, and Leadership teams.

• Represent the customer’s voice in product planning, service enhancements, and business decisions.

• Achieve outcomes related to retention, net revenue retention, renewals, contract growth, revenue expansion, executive engagement, product adoption, customer advocacy, and escalation management.

⛳️ Requirements

• Over 5 years of experience in Customer Success, Strategic Account Management, or Enterprise Account Management.

• Demonstrated success in managing enterprise accounts, retaining customers, and driving revenue growth.

• Experience in engaging senior executives and managing intricate commercial relationships.

• Strong knowledge of SaaS, recurring revenue models, and account management practices.

• Experience in ecommerce, retail technology, or enterprise SaaS is highly desirable.

• Excellent commercial acumen and negotiation capabilities.

• Proven experience in developing strategic account plans and promoting customer growth.

• Capability to align technology solutions with customer business objectives.

• Outstanding communication and presentation skills.

• Ability to build executive relationships, influence stakeholders, and resolve complex challenges.

• Proven track record of leading cross-functional teams and ensuring accountability.

• Highly organized with effective management of competing priorities.

• Customer-focused with a strong sense of ownership and accountability.

• Commercially driven, resilient, and results-oriented.

• Strategic, adaptable, and comfortable in a fast-paced SaaS environment.

• Passionate about technology and continuous improvement.

• Must currently reside in Victoria, New South Wales, or Queensland.

• Must possess unlimited, ongoing Australian working rights.

🏝️ Benefits

• Competitive base salary combined with performance-based commission.

• Collaborative and high-performing team culture.

• Opportunity to advance your career within a rapidly growing global SaaS technology company.

• Flexible remote work arrangement.