Customer Success Manager, LHH

LHH

Location:

Australia, Sydney

Category:

Customer Service

Contract Type:

Employment contract

Salary:

Not provided

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Job Description:

As EZRA continues to grow, so does our mission to be in front of more organizations worldwide! To accomplish this, we are looking for an Enterprise Customer Success Manager reporting directly to the regional Enterprise Customer Success Lead. The focus of this role will be to work hand-in hand with our Enterprise clients to oversee all customer success deliverables to provide a best-in class service to EZRA's valued customers.

Job Responsibility:

Delivery life-cycle client management
Proactively manage a portfolio of Enterprise clients for the full delivery lifecycle – from post-sale to program completion and non-program related workstreams
Key point of contact for all program and delivery related questions for program sponsors across client organizations
Develop and build strong relationships with key client stakeholders
Partner with Sales to support the broader account growth strategy through program delivery
Bring together internal EZRA stakeholders to support on client needs, such as Solutions Leads, Coaching Services, Tech and Product, Finance etc.
Be the voice of the customer and provide feedback to internal teams to improve EZRA's product and delivery
Reporting and insights
Work in collaboration with Sales and rest of the account team to understand each clients' needs and priorities to optimize the reporting provided
Align monthly reporting to show client progress towards achieving objectives, sharing successes and/or raising concerns to the account team to determine next steps
Regularly align with Sales and the rest of the account team on approach to reporting calls to ensure client needs are met and Sales are able to build towards the next opportunity
Generate coach and data insights, collaborating with EZRA’s Solution Lead team as appropriate
Tracking of client stakeholder utilization of the EZRA Reporting Portal to support clients' engagement with the portal
Partner with Sales to build regular Business Review presentations to support the overall account growth strategy
Revenue management, systems and invoicing
Ensure clear revenue activation plans for clients with prepay balances, working with the account team and beyond to put plans in place where needed
Contribute to the regional team’s revenue recognition targets
Ensure data hygiene related to revenue forecasting activities
Daily use of project management tool to ensure accurate and timely implementation of all programs
Build out of online intake form data capturing mandatory data ahead of launch
Coordinate billing instructions for finance to execute invoices
Keep accurate tracking of where clients’ spend is against prepay balances

Requirements:

3+ years of Customer Success or related corporate experience
Experienced project manager with proven experience in a customer success role
Willingness to work in a fast-paced start-up environment and comfort around operating with an element of ambiguity
Critical thinking skills: ability to problem solve independently and quickly
Confident, accurate and clear communicator
Self-starter able to operate in a high pressure, deadline driven, virtual environment
Ability to influence others without direct authority and, at times, challenge the status quo
Proficiency in MS Office Suite
Knowledgeable of marketing/sales messaging principles
Passionate about clients and participants needs

What we offer:

Your own world class coach
Friends and family coaching
2 weeks work from anywhere
Charity days
Learning and Development Budget
Weekly wellbeing hour
Flexible working hours

Additional Information:

Job Posted:

March 21, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Customer Success Manager

LHH

Location: Australia, Sydney

Category: Customer Service

Contract Type: Employment contract