Customer Success Manager

Role overview

Squiz is seeking a commercially minded customer success professional with experience in digital and B2B SaaS environments. This position is focused on strengthening customer relationships, improving product usage, and expanding revenue across an assigned portfolio. You will use insights from customer data, usage trends, and proactive outreach to raise customer health, reduce churn risk, and identify opportunities for growth.

In this role, you will act as a strategic partner to customers, helping them realise more value from the platform and guiding them toward measurable business outcomes. You will also work closely with internal Sales, Product, and Delivery teams to bring customer feedback into the business and help shape better experiences, more efficient processes, and stronger long-term results.

Key responsibilities

• Track customer health scores, product usage, and risk signals to intervene early when retention challenges appear.
• Apply established customer success frameworks and playbooks to deliver consistent outcomes.
• Take ownership of net revenue retention goals across your customer portfolio.
• Run strategic check-ins and Quarterly Business Reviews supported by data, scorecards, and return-on-investment measures.
• Increase adoption by analysing usage gaps, running targeted engagement activities, and giving tailored guidance to customers.
• Set and monitor success measures that align with each customer’s business objectives.
• Deliver scalable onboarding experiences through standard onboarding processes and self-service tools.
• Help customers reach early value and become effective users of the product.
• Spot expansion and upsell opportunities based on customer engagement patterns and product usage.
• Work with Sales to progress commercial opportunities within the existing customer base.
• Follow repeatable success processes to support scale and consistency.
• Use AI-supported sentiment analysis and customer feedback to refine engagement approaches.
• Partner with Product teams to share customer pain points, feature requests, and feedback.
• Contribute customer insights to roadmap discussions and wider continuous improvement initiatives.

Candidate profile

The ideal candidate brings at least 3 years of experience as a Customer Success Manager in a B2B SaaS setting, preferably with mid-market and enterprise accounts. You should be confident managing relationships across different levels of customer organisations and capable of earning trust in complex environments.

This role suits someone with strong commercial awareness, comfort working with analytics, and a consistent focus on customer outcomes. You should be able to interpret health metrics, adoption trends, and sentiment data to guide decisions, while also understanding revenue growth, expansion strategies, and account development.

You will need to show a track record of improving processes, influencing business change, and feeding customer insights back into product and service improvements. Success in this role also requires ownership, accountability, and the ability to manage a mixed portfolio of strategic, managed, and light-touch accounts using standard playbooks.

Why this role stands out

This opportunity combines relationship management, commercial thinking, and data-led decision-making. You will work with engaged customers, use modern customer success tools, and gain visibility across the full customer lifecycle.

Squiz values customer advocacy, innovation, and continuous improvement, so your ideas can directly influence how the business evolves and how customers succeed over time. This role is well suited to someone who enjoys working proactively, solving problems, and building their strategic and commercial capability.

Work location and flexibility

The position is based in Brisbane, Queensland, Australia, and is an onsite full-time role. Squiz also offers a flexible working environment and is open to candidates located on the east coast of Australia.

About Squiz

Squiz supports complex, service-led organisations in improving the digital services they deliver online. Established in 1998, the company has grown from a web content management system into a digital experience platform that brings together content, search, data, and applications in one place.

With headquarters in Australia and teams and customers across the globe, Squiz also has offices in New Zealand, the United States, the United Kingdom, and Poland.

Additional information

This role is designed for someone who thrives in a fast-paced environment, enjoys proactive problem-solving, and wants to grow within a customer success function that blends customer advocacy with commercial impact.