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. You will take ownership of a growing customer portfolio, focusing on retention, adoption, and revenue expansion while delivering clear value throughout the customer lifecycle.

By combining customer data, product usage insights, and proactive outreach, you will spot health issues early, reduce churn risk, and help customers get more from the platform and services. As a trusted advisor, you will also uncover growth opportunities and support customers in achieving measurable business outcomes.

You will work closely with Sales, Product, and Delivery teams to represent the customer internally, improve processes, and contribute to a stronger long-term customer experience.

Key responsibilities

• Track customer health scoring, usage trends, and risk signals so you can intervene before churn becomes a concern.
• Run structured customer success playbooks to deliver consistent outcomes across the portfolio.
• Own and progress net revenue retention goals for your assigned accounts.
• Facilitate strategic check-ins and Quarterly Business Reviews using metrics, scorecards, and ROI evidence.
• Increase feature adoption through gap analysis, targeted campaigns, and tailored customer guidance.
• Set, monitor, and report on success measures that align with customer business goals.
• Deliver scalable onboarding using standard onboarding frameworks and self-serve resources.
• Help customers achieve early value and successful long-term product adoption.
• Spot upsell and expansion opportunities through engagement patterns and product usage behaviour.
• Work with Sales to advance commercial opportunities across the customer base.
• Apply customer success processes in a consistent way to support scalable delivery.
• Use AI-supported sentiment analysis and feedback data to shape outreach and engagement plans.
• Partner with Product to share customer issues, feature requests, and improvement ideas.
• Bring customer insights into roadmap discussions and broader continuous improvement work.

What the role requires

• At least 3 years of experience as a Customer Success Manager in a B2B SaaS environment, preferably with mid-market and enterprise clients.
• Strong communication and stakeholder management abilities across different levels of an organisation.
• Demonstrated skill in building trusted relationships in complex customer environments.
• A genuine focus on customer experience and delivering high-quality outcomes.
• Comfort interpreting customer health metrics, product usage data, adoption trends, and sentiment insights.
• Good understanding of revenue drivers, expansion approaches, and opportunity identification.
• Proven ability to influence process and business improvements using customer feedback.
• Capability to guide customer operational leaders while aligning delivery methods and internal support.
• Ownership mindset with accountability for customer outcomes and service quality.
• Experience using standard playbooks and managing a mixed portfolio of strategic, managed, and light-touch accounts.

Why this role stands out

If you enjoy combining relationship building with commercial thinking and data-led decision-making, this position offers a strong mix of all three. You will work with engaged customers, use modern customer success tools, and contribute across the entire customer journey.

The business values customer advocacy, continuous improvement, and innovation. Your input will help shape how the organisation evolves, how products are improved, and how customers achieve lasting success.

This role suits someone who thrives in a fast-moving environment, enjoys solving problems proactively, and wants to build stronger strategic and commercial customer success capability.

Working arrangement

A flexible working environment is offered, and candidates based on Australia’s east coast can be accommodated.

About the company

The company supports complex, service-led organisations in improving their digital service delivery. Established in 1998, it has grown from a web content management solution into a digital experience platform that combines content, search, data, and applications in one place.

Customers can also work with digital specialists to design solutions and adapt as needs change. The organisation is headquartered in Australia and has teams and customers around the world, with offices in New Zealand, the United States, the United Kingdom, and Poland.