Customer Success Manager - Technical Account Management
New
Fully remote within AustraliaFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementJiraAccount ManagementStakeholder managementCustomer Success
Requirements
- 5+ years of experience in customer success, account management, strategic consulting, or other customer-facing roles within a B2B SaaS environment.
- Strong understanding of procurement, sourcing, vendor management, or enterprise workflow processes.
- Familiarity with procurement and enterprise technologies such as ERP systems, HRIS platforms, CLM, GRC, Jira, or workflow management tools.
- Excellent interpersonal and communication skills with the ability to build trust and credibility quickly with senior stakeholders.
- Strong project management and organizational abilities, capable of managing multiple customer relationships simultaneously.
- Analytical and process-oriented mindset with experience improving workflows and operational efficiency.
- Creative problem-solving skills combined with strong attention to detail and customer-focused thinking.
- Ability to work proactively in fast-paced, collaborative, and evolving environments.
- Experience with low-code or no-code workflow platforms is considered an advantage.
- Background exposure to procurement, legal, finance, or IT systems is a plus.
- Experience in top-tier consulting environments or an MBA qualification is beneficial but not required.
Responsibilities
- Build and manage strong relationships with a portfolio of enterprise and commercial customers to ensure long-term success and satisfaction.
- Define customer business objectives and guide organizations toward achieving measurable outcomes through platform adoption and optimization.
- Act as a trusted advisor to stakeholders across Procurement, Finance, Legal, IT, Security, and Compliance functions.
- Drive customer engagement, retention, and loyalty through proactive communication, strategic planning, and ongoing support.
- Monitor customer health metrics and usage data to identify opportunities for improvement, expansion, and risk mitigation.
- Collaborate with Product and Engineering teams to translate customer requirements into scalable solutions and feature enhancements.
- Deliver customer enablement sessions and training programs to increase product knowledge and self-sufficiency.
- Partner with Sales teams to support renewals and contribute to net revenue retention goals.
- Continuously improve customer success processes, documentation, and operational workflows within a rapidly evolving environment.
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