Customer Success Manager

Summary

Join Cyara, a leading Automated CX Assurance Platform provider, as a Customer Success Manager based remotely in Australia. You will build and maintain strong relationships with enterprise customers, ensuring they maximize the value of Cyara's solutions. This role involves owning customer outcomes, acting as a program manager throughout the customer journey, and identifying new opportunities for growth. Success requires strong customer experience skills, strategic thinking, and the ability to present to senior executives. Cyara offers a flexible work environment, competitive compensation, and a results-oriented culture.

Requirements

• Consistently delivers excellent customer experience: 5+ years of experience in a Customer Success Role
• Strategic mindsight with experience managing large, multinational accounts
• Can have strategic conversations with and confident presenting to senior customer executives
• Able to act as a quarterback to leverage internal resources to deliver customer outcomes
• Proven track record of meeting and exceeding targets
• Strong technical acumen to add value to customer discussions and translate product strengths into business value
• Strong program management skills
• Strong analytical skills/ ability to identify patterns and spot trends

Responsibilities

• Own customer outcomes and ensure each customer receives value from Cyara’s solutions throughout their lifecycle
• Understand the value of Cyara to the customer and be able to articulate that through measurable ROI back to key stakeholders and executives
• Act as a program manager throughout the entire customer journey including oversight of professional services engagements
• Understand the customer pain points and strategic objectives and how they can be solved with Cyara’s technology
• Build adoption and value plans with customers to set a long-term vision for success and growth
• Deliver insights based on customer and industry usage to identify areas for improvement, optimization and expansion
• Act as an escalation point when things are not going to plan
• Organize and host regular client check-in meetings and Executive Business Reviews
• Coordinate and manage client special requests & projects
• Identify new opportunities within our existing customer base to grow revenue through Cross-sell & Upsell
• Travel may be required from time to time

Preferred Qualifications

• Previous experience working in a SaaS environment, or telecoms would be a distinct advantage
• Knowledge of testing, the software development lifecycle desirable
• Bachelor's degree in a related discipline is desirable
• Organized
• Process-driven
• Shows initiative
• Customer Focused
• Articulate and confident
• A communicator
• A problem solver

Benefits

• Flexible work environment
• Competitive compensation