Executive Customer Success Manager

Job not on LinkedIn

🔥 11 minutes ago

🇦🇺 Australia – Remote

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 10%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.Why this score:

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• Jobs at this company usually fill in 35 days.
• No salary listed.

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Maropost

WebsiteLinkedInAll Job Openings

201 - 500 employees

Founded 2011

💼 Consulting

📣 Marketing

📦 Logistics

💰 Secondary Market on 2022-04

Consulting • Marketing • Logistics

Maropost is a comprehensive commerce platform that offers integrated solutions for marketing, merchandising, and operations. It provides a suite of cloud-based products designed to streamline and enhance customer engagement, including Marketing Cloud for email, SMS, social media, and landing pages, and Service Cloud to unify customer support and ecommerce data. Maropost also offers solutions like Neto for managing multichannel ecommerce stores and Retail Express for cloud-based point-of-sale software. The platform enables businesses to connect their preferred apps and provides industry-specific solutions across multiple sectors such as ecommerce, media, B2B, and travel. Trusted by over 5,000 businesses, Maropost's tools are designed to scale with growing business needs, offering personalized and predictive capabilities for superior customer experience.

📋 Description

• 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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