Senior Customer Success Manager

This position is posted by Jobgether on behalf of a partner company. We are currently looking for a Senior Customer Success Manager in Australia. This is a high-impact enterprise customer success role focused on driving adoption, value realization, and long-term growth across a portfolio of strategic SaaS clients. You will act as a trusted advisor to senior stakeholders, ensuring customers successfully implement conversational AI solutions and achieve measurable business outcomes. The role combines strategic account management with hands-on execution, requiring you to proactively identify risks, uncover expansion opportunities, and guide customers through their entire lifecycle. You will collaborate closely with sales, product, support, and services teams to deliver seamless customer experiences and maximize ROI. Operating in a fast-paced, global SaaS environment, you will play a key role in shaping customer outcomes and strengthening long-term partnerships. This is a highly autonomous role where relationship building, analytical thinking, and commercial impact all converge. Accountabilities

• Own and manage a portfolio of enterprise customers, driving end-to-end success from onboarding through renewal and expansion.
• Develop deep, trusted relationships with senior stakeholders, decision-makers, and operational users across client organizations.
• Drive product adoption and usage growth by ensuring customers implement best practices and achieve measurable business outcomes.
• Identify and mitigate churn risk proactively by monitoring customer health, engagement signals, and operational KPIs.
• Lead regular business reviews (weekly, monthly, quarterly) to assess performance, surface insights, and recommend optimization strategies.
• Collaborate cross-functionally with sales, product, support, and professional services to resolve complex customer challenges.
• Support expansion and renewal strategies by aligning customer outcomes with commercial objectives.
• Act as a subject matter expert on the platform, guiding customers on best practices and advanced use cases.
• Mentor junior team members and contribute to improving overall customer success methodologies and standards.

Requirements

• 6+ years of experience in Customer Success, Account Management, or strategic consulting roles within SaaS or enterprise technology environments.
• Proven ability to manage complex enterprise accounts and drive retention, adoption, and expansion outcomes.
• Strong understanding of SaaS metrics, customer lifecycle management, and enterprise software deployment models.
• Experience working with conversational AI, automation, or contact center technologies is highly desirable.
• Strong analytical skills with the ability to interpret customer data, usage patterns, and business KPIs.
• Demonstrated ability to lead strategic discovery conversations and translate business needs into actionable success plans.
• Excellent communication, presentation, negotiation, and stakeholder management skills.
• Proven ability to work autonomously in fast-paced, ambiguous environments while maintaining strong execution discipline.
• Strong organizational and time management skills with the ability to prioritize across multiple enterprise accounts.

Benefits

• Competitive salary with performance-based incentives and bonus structures.
• Employee stock participation program (ESPP) offering equity upside.
• Fully remote-first setup with flexibility across Australia, including access to Sydney and Melbourne offices if preferred.
• Comprehensive health and mental wellbeing support, including Employee Assistance Program (EAP).
• Company-paid life and income protection insurance for financial security.
• Private health insurance support with significant premium coverage for employees and families.
• Generous parental leave policies and additional paid “care days” for personal and family needs.
• Learning and development support, including training budgets and career growth programs.
• Inclusive and flexible work culture focused on autonomy, impact, and wellbeing.

How Jobgether Works We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team. We appreciate your interest and wish you the best! Why Apply Through Jobgether? Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time. We may use artificial intelligence (AI) tools to support parts of the hiring process, such as reviewing applications, analyzing resumes, or assessing responses. These tools assist our recruitment team but do not replace human judgment. Final hiring decisions are ultimately made by humans. If you would like more information about how your data is processed, please contact us.