Customer Success Manager - Remote Eligible

Customer Success Manager

Cyara is a leading Automated CX Assurance Platform provider, helping leading brands deliver better CX with less effort, cost, and risk. Cyara supports the entire CX software development lifecycle, ensuring enterprises can build flawless customer journeys across voice and digital channels while reducing the risk of customer-facing defects. Every day, the most recognizable brands across the globe trust Cyara to deliver customer smiles at scale.

We are seeking an exceptional Customer Success Manager to join our team, based remotely in Australia. This individual will play a critical role in building and maintaining strong relationships with our enterprise customers, ensuring they maximize the value of our solutions. If you're passionate about delivering exceptional customer experiences and are eager to contribute to a dynamic, growing team, we'd love to hear from you.

Let's talk about the role and 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.

Let's talk about your skills/expertise:

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.

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.

You Are:

Organized, process-driven, shows initiative, customer focused, articulate and confident, a communicator, a problem solver.

At Cyara you'll have the opportunity to work with a group of people who share common goals, are driven by a similar passion, and value the expertise of their peers. Cyara is committed to being an equal opportunity employer, focused on building and maintaining a diverse, inclusive and authentic workplace; and a work environment that is free from discrimination and harassment, based upon any legally protected status or protected characteristic, including but not limited to an individual's sex, race, color, ethnicity, national origin, age, religion, disability, sexual orientation, veteran status, gender identity, or pregnancy. At Cyara we appreciate and welcome the fact that our culture is living and growing as we continue to evolve over time. With this opportunity comes the chance to enjoy a flexible work environment, competitive compensation and a work culture that's results-oriented, fast-paced and focused on continuous improvement, whilst maintaining a family first, team oriented, and ever positive atmosphere.

Cyara cares for its own - you'll feel that on your first day - and you'll get the chance to work for a global, growing company, and an all-inclusive team of innovators. We credit our amazing growth and success to the fact that we've built our business on four essential values that we live and breathe every day: Deliver Excellence, Innovate Boldly, Integrity First, Embrace Curiosity.

Interested? Know someone who might be? Apply online now.

Agencies: Thanks but we've got this one! Please, no phone calls or emails to any employees of Cyara outside of the Talent Acquisition team. Cyara's policy is to only accept resumes from Agencies via the Cyara Agency Portal. Agencies must have a valid fee agreement in place and they must have been assigned the specific requisition to which they submit resumes, by the Cyara Talent Acquisition team before submitting any CV's. Any resume submitted outside of this process will be deemed the sole property of Cyara and, in the event, a candidate is submitted outside of this policy is hired, no fee or payment of any kind will be paid.