Senior Customer Success Manager
AustraliaFull-TimeSenior
Salary not disclosed
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Job Details
- Experience
- 6+ years
- Required Skills
- Data AnalysisAccount ManagementStakeholder managementCustomer SuccessSaaS
Requirements
- 6+ years of experience in Customer Success, Account Management, or strategic consulting roles within SaaS or enterprise technology environments.
- Proven ability to manage complex enterprise accounts and drive retention, adoption, and expansion outcomes.
- Strong understanding of SaaS metrics, customer lifecycle management, and enterprise software deployment models.
- Experience working with conversational AI, automation, or contact center technologies is highly desirable.
- Strong analytical skills with the ability to interpret customer data, usage patterns, and business KPIs.
- Demonstrated ability to lead strategic discovery conversations and translate business needs into actionable success plans.
- Excellent communication, presentation, negotiation, and stakeholder management skills.
- Proven ability to work autonomously in fast-paced, ambiguous environments while maintaining strong execution discipline.
- Strong organizational and time management skills with the ability to prioritize across multiple enterprise accounts.
Responsibilities
- Own and manage a portfolio of enterprise customers, driving end-to-end success from onboarding through renewal and expansion.
- Develop deep, trusted relationships with senior stakeholders, decision-makers, and operational users across client organizations.
- Drive product adoption and usage growth by ensuring customers implement best practices and achieve measurable business outcomes.
- Identify and mitigate churn risk proactively by monitoring customer health, engagement signals, and operational KPIs.
- Lead regular business reviews (weekly, monthly, quarterly) to assess performance, surface insights, and recommend optimization strategies.
- Collaborate cross-functionally with sales, product, support, and professional services to resolve complex customer challenges.
- Support expansion and renewal strategies by aligning customer outcomes with commercial objectives.
- Act as a subject matter expert on the platform, guiding customers on best practices and advanced use cases.
- Mentor junior team members and contribute to improving overall customer success methodologies and standards.
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