Customer Success Manager

Role overview

This is a strong opportunity for a commercially minded customer success professional with experience in digital products and B2B SaaS to influence growth across a developing customer base. The position focuses on retention, adoption, and revenue expansion by creating trusted customer relationships and delivering value throughout the customer lifecycle.

Using usage data, health indicators, and proactive outreach, you will spot risks early, improve adoption, and reduce churn before it becomes an issue. Acting as a dependable advisor, you will help customers realise more value from the platform while uncovering possibilities for growth and expansion.

You will work closely with Sales, Product, and Delivery teams to represent the customer internally and contribute to better customer experiences, efficient ways of working, and durable business outcomes.

Key responsibilities

• Track customer health scores, product usage trends, and risk signals so churn concerns can be handled early.
• Apply structured customer success playbooks to deliver consistent outcomes across the portfolio.
• Take ownership of net revenue retention targets for assigned accounts.
• Run strategic check-ins and Quarterly Business Reviews using analytics, scorecards, and ROI-focused reporting.
• Improve feature adoption through gap analysis, targeted outreach, and tailored guidance for customers.
• Set, measure, and review success metrics that align with each customer’s business goals.
• Provide scalable onboarding experiences through standard onboarding frameworks and self-service materials.
• Help customers reach early value and adopt the product successfully.
• Spot expansion and upsell opportunities based on engagement behaviour and usage patterns.
• Partner with Sales to move commercial opportunities forward within the customer base.
• Execute customer success processes consistently to support repeatable and scalable results.
• Use AI-supported sentiment analysis and customer feedback to shape engagement plans.
• Work with Product teams to share customer feedback, feature requests, and pain points.
• Bring customer insights into roadmap conversations and continuous improvement efforts.

Candidate profile

The ideal person will have at least 3 years of experience as a Customer Success Manager in a B2B SaaS environment, preferably supporting mid-market and enterprise customers.

You should be comfortable working across complex stakeholder groups, analysing customer and usage data, and balancing relationship management with commercial thinking. The role also calls for someone who can influence improvements, feed customer insight into product development, and manage a mixed portfolio of strategic, managed, and light-touch accounts.

What makes this role appealing

This role suits someone who enjoys combining relationship building, commercial awareness, and data-led decision making. You will work with engaged customers, use modern customer success tools, and have visibility across the full customer journey.

The business values customer advocacy, innovation, and continuous improvement. Your ideas and insights will help shape product evolution, internal processes, and customer outcomes.

It is a good fit for someone who thrives in a fast-moving environment, solves problems proactively, and wants to deepen strategic customer success and commercial skills.

Working arrangement

A flexible working environment is available, and candidates based on the east coast of Australia can be accommodated.

About the company

The company helps complex, service-led organisations improve the digital services they provide online. Established in 1998, it has evolved from a web content management system into a digital experience platform (DXP) that combines content, search, data, and applications.

The organisation is headquartered in Australia and has teams and customers across the world, with offices in New Zealand, the United States, the United Kingdom, and Poland.