Customer Success Manager

Role Overview

This opportunity is offered on behalf of a partner company managing applications and subsequent steps. The position is based in Australia and seeks a customer-oriented professional dedicated to helping organizations fully leverage a modern SaaS platform by fostering strong client relationships, providing strategic advice, and engaging proactively.

The Customer Success Manager will oversee the entire customer journey from onboarding through to long-term platform adoption, ensuring clients achieve defined and measurable business results. As a trusted advisor, the incumbent will work closely with customers to enhance platform engagement, satisfaction, retention, and to identify growth potentials.

The role demands a mix of relationship management, operational excellence, and strategic problem solving within a dynamic technology environment. Collaboration with teams across Sales, Product, Support, Engineering, and Professional Services is essential to deliver outstanding customer experiences.

Accountabilities

• Manage the customer lifecycle starting post-implementation onboarding through to comprehensive platform adoption and sustained success.
• Develop robust relationships with key stakeholders, including operational personnel, project managers, and executive sponsors.
• Serve as a strategic consultant, sharing industry best practices, encouraging engagement, and enabling clients to realize tangible value.
• Formulate success plans aligned with client business goals, adoption benchmarks, and measurable targets.
• Convene regular customer meetings, executive check-ins, and reviews to sustain engagement and alignment.
• Track customer health indicators, usage metrics, satisfaction scores, and renewal prospects.
• Detect potential risks early and implement remedial measures to enhance customer experience.
• Handle escalated issues by coordinating with internal teams to ensure timely resolutions.
• Maintain and refine scalable customer success processes, playbooks, and frameworks.
• Collaborate with Sales to identify upselling or expansion opportunities, aid contract renewals, and support account growth.
• Collect customer feedback and partner with Product teams to guide enhancements and improvements.
• Accurately report on customer results, retention statistics, growth opportunities, and key success metrics.

Candidate Requirements

• A minimum of five years in enterprise SaaS customer success roles.
• Record of managing multiple significant customer accounts and driving product adoption, customer satisfaction, and retention.
• Excellent aptitude in cultivating customer relationships and solving complex challenges.
• Experience managing escalations, change initiatives, and user enablement efforts.
• Capability to integrate strategic foresight with practical execution.
• Strong communication, presentation, and stakeholder relationship skills.
• Familiarity with customer management and collaboration tools such as HubSpot, Jira, and Confluence.
• Knowledge of software development lifecycle, product management, or ownership is advantageous.
• Experience in fast-paced, growing technology organizations is preferred.
• Specific experience or knowledge related to the accounting sector or supporting accounting firms is highly desirable.
• Analytical expertise to interpret customer data and identify improvement opportunities.
• Bachelor's degree or equivalent professional experience is required.
• A proactive, resourceful, and ownership-driven mindset toward customer success.

Benefits

• Chance to join a rapidly expanding SaaS company transforming business operations.
• Remote working model offering flexibility to balance productivity and personal life.
• Competitive salary package commensurate with experience and location.
• Work with cutting-edge technology alongside a collaborative international team.
• Opportunities for professional development within a scaling organization.
• Exposure to strategic enterprise customer relationships and SaaS business operations.
• An inclusive, equal-opportunity workplace embracing diverse perspectives.

Additional Information

The application process is managed by an AI-driven matching system to ensure quick, fair, and objective candidate evaluation aligned with the core job requirements. Shortlisted applicants are forwarded directly to the hiring company, which will handle further procedures including interviews and assessments.

Applicants consent that their personal data may be processed and shared with the employer in accordance with applicable data protection laws. AI tools assist in administrative recruitment tasks but final hiring decisions are made by a human. For data processing inquiries, contact information is available upon request.