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Sr. Customer Success Manager

1 month, 3 weeks ago
Australia
Full-time
Senior
Customer Success Manager
Customer and Technical Support
Apply Now
Cyara

Cyara

Cyara is the world's leading Automated CX Assurance Platform provider, offering a comprehensive and easy-to-use customer experience testing software for contact centers. Their AI-powered platform helps leading brands deliver flawless customer journeys ...

IT Services
251-1K
Founded 2006
$25M raised
View All Jobs 13

Description

  • Own customer outcomes and ensure customers realize value from Cyara’s solutions throughout the lifecycle.
  • Translate Cyara’s value into measurable ROI for key stakeholders and executives.
  • Act as a program manager across the customer journey, including professional services engagements.
  • Understand customer pain points and strategic objectives and map them to Cyara’s technology.
  • Build adoption and value plans that support long-term success and growth.
  • Deliver insights from customer and industry usage to identify improvement, optimization, and expansion opportunities.
  • Serve as the escalation point when customer issues are not going to plan.
  • Organize and host customer check-ins, onsite visits, and Executive Business Reviews.
  • Coordinate customer special requests and projects.
  • Identify cross-sell and upsell opportunities within the existing customer base.

Requirements

  • 5+ years of experience in a Customer Success role.
  • Experience managing large, multinational accounts.
  • Ability to present confidently to senior customer executives and lead strategic conversations.
  • Ability to coordinate across internal teams, including Sales, Product, Support, and Professional Services, across time zones.
  • Proven ability to work independently as the sole CSM in a region with strong judgment on prioritization, escalation, and resourcing.
  • Self-starter who can build structure and process in ambiguous environments.
  • Experience navigating cultural and business nuances across APAC markets.
  • Background in developing and managing commercial relationships.
  • Proven track record of meeting and exceeding targets.
  • Strong technical acumen and analytical skills, with the ability to spot trends and translate product strengths into business value.
  • Genuine enthusiasm for AI and emerging technology, including use of AI tools in your own workflow.
  • Strong program management skills.
  • Previous experience in a SaaS environment or telecoms is a distinct advantage.
  • Knowledge of testing and the software development lifecycle is desirable.
  • Bachelor's degree in a related discipline is desirable.

Benefits

  • Competitive pay.
  • Comprehensive benefits.
  • Flexible work options.
  • Recognition programs.
  • Strong focus on employee well-being.
  • Inclusive, collaborative global team culture.
  • Opportunities for growth, learning, and real impact.

Interested in this position?

Apply directly on the company website

Apply Now

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