Executive Customer Success Manager
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Job Description
Executive Customer Success Manager growing retention and revenue across Maropost’s enterprise accounts. Advising executives on its unified commerce, marketing and customer engagement SaaS platform.
Responsibilities:
- Own and develop a portfolio of Maropost's highest-value strategic and enterprise accounts
- Build trusted relationships with C-suite executives, business owners and senior decision-makers
- Understand customer business strategies, commercial objectives and growth plans
- Own customer retention, renewal outcomes and recurring revenue protection
- Identify dissatisfaction, adoption gaps and commercial risks
- Develop and execute retention and recovery plans for at-risk customers
- Lead complex escalations and coordinate internal teams to resolve issues
- Identify and drive cross-selling, upselling and product expansion opportunities
- Develop growth strategies aligned with customer objectives and revenue targets
- Partner with Sales and Commercial teams on proposals, negotiations and strategic contract extensions
- Own renewal, expansion and growth opportunity pipeline
- Develop strategic account plans and measurable customer success plans
- Lead Quarterly Business Reviews and Executive Business Reviews
- Review product adoption, customer performance, commercial outcomes and future opportunities
- Drive adoption and utilisation of Maropost's platform and broader product ecosystem
- Partner with Product and Technical teams to address capability gaps and share feedback
- Coordinate Support, Product, Engineering, Onboarding, Sales and Leadership teams
- Represent the voice of the customer in product planning, service improvements and business decisions
- Achieve retention, net revenue retention, renewals, contract growth, revenue expansion, executive engagement, product adoption, customer advocacy and escalation-management outcomes
Requirements:
- 5+ years' experience in Customer Success, Strategic Account Management or Enterprise Account Management
- Proven track record managing enterprise accounts, retaining customers and growing revenue
- Experience engaging senior executives and managing complex commercial relationships
- Strong understanding of SaaS, recurring revenue and account management
- Ecommerce, retail technology or enterprise SaaS experience highly desirable
- Strong commercial acumen and negotiation skills
- Experience developing strategic account plans and driving customer growth
- Ability to align technology solutions with customer business objectives
- Exceptional communication and presentation skills
- Ability to build executive relationships, influence stakeholders and resolve complex issues
- Proven ability to lead cross-functional teams and drive accountability
- Highly organised and effective at managing competing priorities
- Customer-focused with strong 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 hold unlimited, ongoing Australian working rights
Benefits:
- Competitive base salary plus performance-based commission
- Collaborative, high-performing team culture
- Opportunity to develop your career within a growing global SaaS technology business
- Remote work arrangement
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