Customer Success Manager

About the Role

We are partnering with a rapidly expanding SaaS company in Australia to find a Customer Success Manager who can help maintain exceptional client experiences and drive customer engagement, adoption, and retention. The company, backed by a strong international brand, merges stability with dynamic growth energy. Based in Sydney with hybrid work flexibility, this role offers a competitive package including a $110,000 base salary plus superannuation, a 10% bonus, and additional benefits.

Key Responsibilities

• Manage the onboarding process for new partner organisations, creating customised plans to ensure a smooth transition from sales to implementation and quick adoption success.
• Serve as the main contact post-sale, cultivating trustworthy relationships with stakeholders such as leadership, HR, and internal champions.
• Identify and pursue opportunities to deepen client engagement and enhance partnerships.
• Design and implement targeted communication and activation campaigns across email, digital channels, internal platforms, and marketing materials, using creative and data-driven methods to boost participation.
• Track customer health and engagement metrics, provide strategic advice to enhance outcomes, and conduct regular business reviews to share insights and growth opportunities.
• Keep accurate customer records and progress tracking within the CRM, using data to inform decisions that support retention.
• Collaborate cross-functionally with Sales, Marketing, and other teams to refine client experiences and ensure smooth service delivery.
• Represent the company at relevant industry events and networking functions, promoting the brand and its value.

Candidate Profile

• 3 to 5 years of experience in customer or client success, account management, or relationship management, ideally within B2B settings.
• Strong communication and presentation skills capable of influencing senior stakeholders.
• Proven ability to nurture customer relationships and deliver engagement results.
• Experience executing customer communications or marketing campaigns.
• Excellent organisational and project management skills.
• Familiarity with CRM tools such as HubSpot or similar platforms.
• Customer-focused approach with a genuine enthusiasm for client success.
• Aptitude for succeeding in a fast-paced, evolving environment.

Preferred Qualifications

• Background in SaaS, digital or HR technologies, employee engagement, loyalty programs, or employee benefits solutions.
• Experience working with enterprise, government, public sector, healthcare, education, or community organisations.
• Skills in analysing customer data and applying insights to improve engagement strategies.
• Exposure to customer onboarding, implementation, or lifecycle management.

Additional Benefits

• Flexible hybrid working arrangements.
• Competitive salary with bonus potential.
• 24 days annual leave plus an additional day off for your birthday.
• Wellbeing allowance and employee assistance programs.
• Funding for professional development and career advancement.
• Paid parental leave.
• Modern offices with excellent facilities in Sydney.
• Collaborative, high-performing team culture.
• Opportunity to contribute meaningfully to a fast-growing business.