About Lexer:

Lexer is a CDXP that helps brands and retailers drive incremental sales, by providing data, software, and services that deliver an enriched customer view and all the tools required to understand and engage with customers.

We are seeking a Customer Success Manager to join our Melbourne team, working across our larger custom clients: AsahiBev, Australian Venue Co, BMW, Live Nation, Optus, and The Card Network. You would be working alongside our VP, Customer Success who leads these accounts.

What is the Role?

Ensure customer satisfaction and success with our Customer Data & Experience Platform. Forming partnerships with clients, focusing on understanding their business objectives to drive adoption, retention, and growth. With strong communication, problem-solving, and project management skills, they collaborate across teams to deliver exceptional customer experiences.

• Serve as a strategic advisor to customers, understanding their business goals to maximize CDXP value.
• Foster strong relationships, acting as the primary point of contact and advocate within our organisation.
• Conduct training sessions to enable platform adoption and promote long-term retention.
• Identify and resolve customer issues, collaborating cross-functionally to deliver effective solutions.
• Manage multiple accounts, ensuring timely project delivery aligned with customer expectations.
• Stay updated on industry trends and product enhancements, applying insights to enhance customer success strategies.

What Are We Looking For,

• You will have the ability to understand and articulate the technical aspects of the CDXP, including data integration and analytics.
• A focus on understanding customer needs to drive adoption and satisfaction.
• An ability to identify issues, propose solutions, and work collaboratively to resolve them.
• You will use data to drive insights and recommend strategies for customers' objectives.
• You’ll build and maintain strong customer relationships, acting as a trusted advisor.
• You will thrive in a fast-paced, evolving environment typical of technology and SaaS industries.
• You’ll collaborate closely with sales, solutions, product, and support teams to deliver cohesive customer experiences.
• A genuine interest in helping customers achieve their goals and derive maximum value from the CDXP, contributing to overall customer satisfaction and loyalty.

For This Role, You Will Have:

• Experience in a related function preferably at a SaaS-based company.
• Experience with elements of the martech stack, ideally CDXPs, and a real passion for new technologies
• Prior experience in a similar role with a history of increasing satisfaction, adoption, and retention.
• A track record of achieving targets in a tech environment. Confident; self-motivated and driven to succeed.
• Project and stakeholder management experience & skills.
• Familiarity working with large enterprise clients.
• Experience working with marketing teams, customer experience teams, or media agencies

What Are the Perks?

• 4 weeks annual leave, plus gifted leave between Christmas and New Year.
• Hybrid policy (3 days in office). Dog-friendly office
• Many many cultural events—daily trivia, weekly tastings, homemade Friday lunches, cinema nights, book club, yoga and more