Senior Customer Success Manager - APAC
New
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JobgetherB2B SaaS
Remote work from AustraliaFull-TimeSenior
SalaryA$160,000 to A$180,000 annually; additional compensation through a bonus program; equity participation
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Job Details
- Experience
- At least 5 years of experience in Customer Success, Account Management, or a related customer-facing role
- Required Skills
- Customer SuccessNetworkingAccount Management
Requirements
- At least 5 years of experience in Customer Success, Account Management, or a related customer-facing role.
- Experience in B2B SaaS or a subscription-based business is preferred.
- Demonstrated success driving customer retention, renewals, expansion revenue, and long-term customer value.
- Experience managing complex customer portfolios and engaging enterprise stakeholders, including senior executives and technical decision-makers.
- Ability to develop customer success plans, set measurable objectives, drive adoption, and demonstrate business value.
- Ability to understand technical products and translate product capabilities into business benefits.
- Confidence managing renewal discussions, identifying expansion opportunities, negotiating, and developing commercial strategies.
- Experience using customer data, engagement signals, and performance metrics to assess account health and anticipate churn.
- Ability to build stakeholder relationships, facilitate strategic conversations, and coordinate across internal teams.
- Experience collaborating with Sales, Product, Engineering, Support, and other teams.
- Familiarity with infrastructure, networking, DevOps, network automation, or related technical domains is an advantage.
- Experience with high-growth SaaS, open-source software, or developer-focused platforms is beneficial.
- Mentoring Customer Success professionals or developing team processes and best practices is a plus.
Responsibilities
- Manage a strategic portfolio of mid-market and enterprise customers, owning net revenue retention, customer lifetime value, and account health.
- Develop and execute customer success plans aligned with customer objectives, business priorities, and technical requirements.
- Guide customers through onboarding, implementation, product adoption, and ongoing engagement.
- Build relationships with senior customer stakeholders and decision-makers, and lead strategic discussions on progress, value, challenges, and priorities.
- Partner with Sales and Renewals teams to manage renewal cycles and identify expansion opportunities.
- Identify customer risks using engagement data, health indicators, and feedback, and coordinate mitigation plans.
- Monitor customer health, adoption, retention, and engagement metrics to guide account strategies.
- Represent customer needs internally and work with Product and Engineering on product improvements and recurring challenges.
- Coordinate with Onboarding, Support, Sales, Product, and Engineering teams throughout the customer lifecycle.
- Contribute to Customer Success playbooks, metrics, operating models, and scalable processes, and mentor junior Customer Success Managers.
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