Customer Success Manager - Public Sector

Job Opportunity Overview

We invite you to join our innovative team transforming how people engage with design. Our main office is located in Sydney, Australia, with a newly established campus in Austin, Texas serving as the hub for our US operations. We offer flexible work options to empower individuals and teams to succeed.

Role Responsibilities

• Manage the post-sale experience for assigned Public Sector customers throughout the full lifecycle, including adoption, advocacy, renewals, and account expansion.
• Establish a strong understanding of your customers' goals by nurturing relationships at multiple organizational levels and spotting growth prospects, collaborating closely with account teams for successful renewals and expansions.
• Utilize data analytics to demonstrate the return on investment of our platform to customers and influence strategic decisions through compelling data storytelling.
• Anticipate risks by monitoring budget cycles, leadership changes, and fiscal-year schedules to accurately forecast renewals and proactively address potential challenges.
• Develop expert knowledge of our platform and effectively communicate its unique value specifically for Public Sector applications.
• Collaborate with cross-functional teams to identify product enhancements and ensure customers remain informed about new features and offerings.

Candidate Profile

• Minimum of three years’ experience as a Customer Success Manager within B2B SaaS environments, with a solid track record of consistently achieving or surpassing renewal and expansion targets.
• A commercial mindset, managing revenue with strategic negotiation skills and a focus on growth drivers.
• Consultative approach leading through curiosity, asking insightful questions, linking product capabilities to business objectives, and becoming a trusted partner.
• Strong relationship-building skills with proven ability in managing complex organizational structures and engaging senior stakeholders.
• Expertise in using data to craft influential narratives that drive decisions among customers and internal teams.
• Proactive, self-motivated with a strong drive to take initiative and create solutions even in ambiguous situations.
• Excellent communication and influencing capabilities tailored to varied audiences, including senior leadership.
• Integrity and humility, demonstrated by authentic rapport-building, openness to feedback, and commitment to follow-through.
• Experience serving Public Sector clients such as Higher Education, Government, Healthcare, or Not-for-profit entities is advantageous but not mandatory; eagerness to learn about this domain is essential.

About the Team

In this role, you will act as a commercially focused, consultative advisor to a varied portfolio of Public Sector organizations, guiding them to maximize value from our platform. Owning the entire post-sale relationship, you will contribute significantly to customer health, retention, and revenue growth. Close collaboration with various internal teams will ensure a smooth and valuable customer experience. While public sector expertise is beneficial, a passion for learning about these unique clients and their environments is more important. Success in this position requires adaptability, trust-building at multiple levels, and a proven history of fueling revenue growth in SaaS.

Benefits

• Equity participation opportunities so you share in company success.
• Comprehensive health benefits to support your wellbeing.
• 401(k) retirement plan with company contributions.
• Inclusive parental leave policies that cater to all parents and caregivers.
• Annual allowance ('Vibe & Thrive') to support health, social activities, and workspace setup.
• Flexible leave policies designed to help you recharge and meet personal needs.

Additional Information

Our hiring decisions are guided by experience, skills, merit, and organizational needs while fully complying with local legal requirements. We value diversity in skills and backgrounds and encourage applicants even if you feel your qualifications don't fully match the listed criteria. Please share preferred pronouns and any reasonable adjustments required for the interview process when applying. All interviews are conducted virtually.