Customer Success Manager – Australia

About LivePerson

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use the award-winning Conversational Cloud platform to connect with millions of consumers. The company powers nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes.

Position Overview

As a Customer Success Manager (CSM), you will be the primary post-sale point of contact for a diverse portfolio of clients, dedicated to driving maximum value from the LivePerson Conversational Cloud. You will act as a strategic partner, utilizing deep product expertise and industry knowledge to increase platform adoption and ensure long-term client retention.

Key Responsibilities

Customer & Strategic Ownership

• Manage and nurture a diverse portfolio of client relationships, ensuring high levels of satisfaction and successful renewal outcomes
• Drive deep adoption and utilization of the Conversational Cloud by demonstrating features beyond central functionality to help customers achieve specific business results
• Serve as a subject matter expert, recommending tailored solutions and best practices that align with the client's industry and digital transformation goals

Revenue & Growth

• Hold direct responsibility for identifying, qualifying, and closing additional revenue opportunities through upselling and cross-selling related products and services
• Proactively manage the renewal process to maintain a high retention rate within your assigned account base

Escalation & Case Management

• Act as the primary point of escalation for client issues, coordinating across internal functional areas to ensure timely and effective resolution
• Monitor account health and proactively intervene when adoption or satisfaction levels signal potential risk

Process & Mentorship

• Assist in the onboarding of new clients, ensuring a seamless transition and immediate time-to-value
• Mentor junior team members on best practices for relationship management and technical product navigation

Required Skills & Qualifications

• 4+ years of professional experience in customer success, account management, or a relevant technical-commercial field
• Bachelor's degree or equivalent practical experience; a Master's degree with 2+ years of experience is also valued
• Proven track record of managing a portfolio of client relationships