First listed on: 09 November 2020

Manager - Enterprise Customer Success 

MYOB is a business platform. Our purpose is to help more businesses in Australia and New Zealand start, survive and succeed. Our team is continually growing, inventing and disrupting conventions. To make all this happen, we are dedicated in creating an exceptional flexible employee experience for all team members and offer a culture where you can be yourself. We don't want you to simply 'fit' into our already established culture, we want you to come and add to it, and make it even better.

The opportunity
This opportunity sits within our Customer Success team; A newly formed function within MYOB crafted to manage the retention and growth of our customer base. We collaborate closely with MYOB Value Added Reseller (VAR) Partners, marketing, sales, services, support and product teams to ensure our customers get maximum value from our product offerings, thereby keeping them happy!

The role

  • Help develop and implement strategies that drive even deeper product engagement, product usage, value and satisfaction for our Enterprise Customers (larger business ERP, Payroll, WFP product portfolio), to strengthen their relationship with VAR Partners and MYOB and help them to achieve the best return on their products.
  • Develop and lead the Enterprise retention strategy: retain and grow existing subscriber base within agreed retention rate targets
  • Lead the analysis and development of differentiated success strategies (i.e., High, Med, Low touch) for customers based on customer value and opportunity
  • Understand drivers for, and actively reduce customer churn
  • Understand indicators of growth and identify growth opportunities for conversion by VAR Partners and sales team, where applicable
  • Work closely with the VAR Partners, Enterprise customer marketing team and other key stakeholders, to improve product engagement & satisfaction through assessment of 'customer health' scoring - manage end-to-end lifecycle journeys to improve it.
  • Drive product engagement and utilisation
  • Use customer feedback to improve existing experiences and deliver closed loop feedback to customers
  • Create a high performance & highly engaged team culture

What you will bring

  • Extensive experience leading a senior team within a SaaS or subscription-based company
  • Knowledge & experience of multi-channel sales, service, communication and/or marketing programs to drive business outcomes
  • Proven history in leading and developing fearless teams in a Customer Success function within a SaaS or subscription-based company)
  • Strong ability to develop and implement strategies around customer retention and growth with demonstrated ROI
  • Ability to work and succeed in a cross functional team environment and successfully deliver planned outcomes within an agile environment

What else do you need to know?
If you want to work and collaborate where opinions are valued and your ideas can make a difference, you should work at MYOB.
We are an equal opportunity employer and value diversity at our company.


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