Senior Customer Success Manager

Senior Customer Success Manager

Beyond powers the business of short-term rentals with a best-in-class Revenue Management System used by thousands of property managers and owners around the world. We're profitable, growing fast, and building with the latest technologies—including AI—to help our customers unlock more revenue with less effort. Behind our product is a global team of 180+ Beyonders who bring curiosity, craft, and care to everything we do. We believe people are the most important part of any business, starting with ours.

It's with that in mind that Beyond is currently increasing its investment in the Australian market and looking to add a Senior Customer Success Manager to manage our growing customer base in the market and join our growing Global Customer Experience Team. Reporting to one of our Managers of Customer Success you will have the opportunity to play a key component in ensuring our customers not only survive but thrive in this environment. While this role will primarily follow Australian business hours, some flexibility is expected to overlap with colleagues in the U.S. and Europe on certain days.

Before reading further...

Beyond is passionate about diversity and cultivating our team's potential. If you're hungry for a good opportunity, but don't meet every point in this job description, please apply anyway!

As a Senior Customer Success Manager you'll be responsible for:

• Driving customer adoption, retention, and satisfaction for assigned book of accounts
• Owning the new customer experience from Sales by leading trainings, driving product adoption, and helping customers achieve their business goals
• Manage the Beyond Training & Certification process for all new customers
• Securing annual subscription renewals and uncovering expansion opportunities
• Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met
• Training clients on the basics of revenue management and how to effectively use our tool to increase revenue
• Analysing customer performance data and making recommendations to ensure revenue growth
• Proactive relationship management with accounts to maintain overall customer health
• Monitoring and reporting on the health and risk of assigned accounts
• Maintaining a deep understanding of Beyond Pricing's suite of products
• Managing approximately 40-60 accounts at a time
• Working with cross-functional teams to drive better collaboration and customer experience
• Being the voice of the customer back to our Product organisation, communicate trending customer feedback and ideas

So what kind of person are we looking for in this role? The person who will be successful in this role will:

• Have deep customer-empathy and find fulfillment in helping customers reach their goals.
• Be a self-starter and comfortable with working remotely as part of a global team
• Enjoy working with people and are driven to provide an excellent customer experience.
• Be comfortable with data and leveraging it to make strategic decisions.
• Pride yourself on going above and beyond for teammates and customers.

Now that we've told you what the job looks like, here are the qualifications we're looking for in a candidate:

• 3+ years of experience working in SaaS customer success
• Solid understanding of Customer Success best practices
• Experience managing customer renewals and upgrades
• Creative and analytical thinker with strong problem-solving skills
• Exceptional verbal and written communication skills with the ability to communicate effectively at all levels
• Willing to travel 1-2 times per quarter
• Short-term rental industry or revenue management experience is a bonus

So what can you expect after you apply? Your application will be personally reviewed by a member of the Beyond hiring team and if there is a match in your experience and the role, you will:

• Have a video conversation with someone on our Recruiting team. This is a high-level conversation about your experience and interest, but also an opportunity for you to learn more about us
• Meet with our Manager of Customer Success for a deeper dive video conversation
• Complete an assignment relevant to the role and meet with a few additional members of the Customer Experience team
• Meet with our CEO

Company Values:

We are serious about our core values: We Care, We Are On the Same Team, We Inspire Trust, We Go Beyond, We Ship It, We're Curious. If those resonate with you, and you're ready to work with a team that lives and breathes those values, we want to hear from you.

Benefits:

Beyond offers a wide variety of benefits like: stock options, unlimited PTO, private health insurance and more! You can learn more about our benefits by visiting our careers site!

We Care about Diversity, Equity and Inclusion:

Beyond is committed to building a workplace that attracts humans of all genders, ethnicities, backgrounds, statuses and lifestyles. At our core, we care about our people and encourage every employee, partner and applicant to share their whole self with us. We are respectful of and empathetic towards different viewpoints, and believe that our ability to help short term rental managers succeed relies on us building a dynamic and diverse team. Whoever you are, you can Belong @ Beyond.

AI Policy:

At Beyond, We Inspire Trust. In each other, in our process, and in the people we bring onto the team. As part of that commitment, we're implementing clear guidelines around the use of AI in our recruitment processes. Please review the full policy here.