Lead Customer Success Manager, Strategic Accounts | ANZ

JobgetherSaaS customer success

Anywhere in AustraliaFull-TimeLead

SalaryCompetitive base salary, commission opportunities, and stock options.

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Job Details

Demonstrated experience in customer success, strategic account management, account management, or strategic partnerships, ideally at a senior level in a SaaS environment.
Experience working with large organizations, typically those with 200+ employees, and managing complex enterprise customer relationships.
Experience managing a portfolio representing approximately $5–6M or more in ARR, revenue, or comparable commercial responsibility.
A track record of improving customer outcomes through problem-solving, strategic consulting, change management, and customer engagement.
Ability to build trusted relationships across stakeholder groups and deliver executive-level presentations.
Experience working directly with VP-level and C-suite decision-makers and influencing stakeholders in complex organizations.
Understanding of customer risk management, retention, renewals, adoption, and expansion strategies.
Project management capabilities, including planning and executing strategic customer initiatives involving multiple stakeholders.
Ability to work autonomously, identify challenges early, take ownership, and develop solutions collaboratively.
Comfort navigating organizational and customer change, ambiguity, setbacks, and evolving priorities.
Strong commercial awareness and ability to connect product adoption and customer outcomes to business value.

Own the end-to-end customer experience for approximately 35 high-value enterprise accounts, focusing on retention, expansion, product adoption, and long-term success.
Build multi-threaded relationships across customer organizations and understand their goals, use cases, challenges, and priorities.
Advise customers on business outcomes, new use cases, product adoption, and return on investment.
Develop customer success plans, adoption strategies, growth opportunities, risk mitigation, and measurable outcomes.
Coordinate with Sales, Marketing, Product, Contract Management, and executive leadership to resolve challenges and identify expansion opportunities.
Create and deliver Executive Business Reviews, strategic presentations, and executive-level consultations.
Develop adoption roadmaps, identify technical and organizational barriers, and coordinate resources to address them.
Identify account risks and develop retention and renewal strategies.
Lead strategic customer initiatives and programs from planning through execution.
Travel onsite for strategic consulting engagements when required, typically around two to three times per year.

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