Senior Customer Success Manager

Role overview

Beyond supports the short-term rental industry with a revenue management platform trusted by thousands of property managers and owners worldwide. The company is profitable, expanding quickly, and uses modern technology, including AI, to help customers grow revenue while reducing manual effort. With a global team of more than 180 people, Beyond is strengthening its presence in Australia and is looking for a Senior Customer Success Manager to oversee its expanding customer base in the market.

In this position, you will report to a Customer Success Manager leader within the Global Customer Experience team. You will be the only Beyond team member based in Australia, so you will represent the company locally while staying closely aligned with colleagues across other regions. The role is primarily aligned to Australian business hours, although some scheduling flexibility will be needed to overlap with teams in the United States and Europe on certain days.

What you'll do

• Increase product adoption, customer retention, and overall satisfaction across your assigned accounts.
• Own the post-sales onboarding journey by delivering trainings, encouraging product usage, and helping customers reach their business objectives.
• Handle the Beyond Training & Certification process for every new customer.
• Drive annual renewals and identify opportunities for account growth and expansion.
• Hold recurring review meetings with key stakeholders to confirm customer goals are progressing as planned.
• Teach customers the fundamentals of revenue management and how to use the platform effectively to improve revenue.
• Review customer performance data and turn it into practical recommendations that support growth.
• Maintain proactive relationships with accounts to protect customer health over time.
• Track the status and risk level of assigned accounts and share updates as needed.
• Build strong product knowledge across Beyond Pricing’s product suite.
• Manage a portfolio of roughly 40 to 60 accounts at once.
• Partner with cross-functional teams to strengthen collaboration and improve the customer experience.
• Bring customer feedback, trends, and ideas back to the Product team so it can inform future improvements.

What we're looking for

• Strong empathy for customers and genuine motivation to help them succeed.
• Confidence working independently in a remote setting as part of a global team.
• Enjoyment in working with people and a consistent focus on excellent service.
• Comfort using data to guide decisions and shape strategy.
• A habit of going the extra mile for both teammates and customers.

Qualifications

• At least 3 years of experience in SaaS customer success.
• Good working knowledge of customer success best practices.
• Background handling renewals and upgrades with customers.
• Strong creative and analytical thinking, along with solid problem-solving ability.
• Excellent spoken and written communication skills, with the ability to work effectively across all levels.
• Preparedness to travel 1 to 2 times per quarter.
• Experience in the short-term rental industry or revenue management is an advantage.

Hiring process

Applications are reviewed directly by the Beyond hiring team. If your background is a match, the process typically includes an initial conversation with Recruiting, a deeper interview with the Manager of Customer Success, a role-related assignment with additional Customer Experience team members, and a final conversation with the CRO.

Company values

Beyond emphasizes six core values: We Care, We Are On the Same Team, We Inspire Trust, We Go Beyond, We Ship It, and We're Curious.

Benefits

Beyond offers benefits such as stock options, unlimited PTO, private health insurance, and additional perks.

Diversity, equity, and inclusion

Beyond is committed to building a workplace that welcomes people of all genders, ethnicities, backgrounds, statuses, and lifestyles. The company values respectful collaboration, empathy, and a diverse team environment.

AI policy and communication

Beyond has introduced clear rules for the use of AI in recruitment. Candidates are expected to review the full policy provided by the company. Any communication about jobs, interviews, or offers will come from the @beyondpricing.com email domain. The company also asks applicants to review its GDPR statement.

Additional information

This role is open to applicants who do not meet every requirement, as Beyond encourages interested candidates to apply even if they are not a perfect match.