Customer Success Team Manager

Propeller

Customer Success Team Manager leading APAC retention and expansion for Propeller, a drone mapping hardware and software company. Bridging Sydney Product and Engineering teams while coaching enterprise-focused Customer Success leaders.

Posted 8/18/2026full-timeSydney • 🇦🇺 AustraliaSeniorLeadWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading high-performing Customer Success teams within a B2B SaaS environment, focusing on driving Net Revenue Retention (NRR) and managing complex enterprise accounts. Proficient in developing business strategies, forecasting, and leveraging CRM/CSM tools to enhance customer engagement and satisfaction.

Highest-signal resume keywords

Customer Success LeadershipNet Revenue Retention (NRR)Enterprise Account ManagementSaaS Commercial ModelsAdvanced Commercial Negotiation

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

People ManagementRevenue ForecastingContract ManagementAccount PlanningValue-Based SellingGrowth Strategy DevelopmentRisk AssessmentPerformance StandardsCustomer Portfolio ManagementNegotiation Strategies

Soft Skills

Executive Relationship BuildingCoachingTeam DevelopmentCommunicationProblem Solving

Tools & Technologies

GainsightSalesforceHubSpotCRM ToolsCSM Tools

Industry Keywords

B2B SaaSEnterprise AccountsGeospatial DataConstruction WorkflowsCivil Engineering

About the role

Key responsibilities & impact

Lead the high-performing APAC Customer Success team and drive predictable, sustainable business growth.
Own aggregate APAC ARR targets, including GRR and NRR.
Architect enterprise account plans, map corporate structures, identify expansion opportunities, and manage MSAs and contracts.
Own regional forecasting and deal strategy independently.
Build executive relationships with major clients and engage with construction and survey-site teams.
Develop proactive strategies for the APAC customer portfolio, modeling growth and identifying attrition risks.
Evaluate and assign team portfolios based on customer complexity, deal size, and account health.
Serve as the ultimate regional escalation point for at-risk enterprise accounts and deploy recovery strategies.
Bridge Sydney-based Product and Engineering teams with global Customer Success, translating regional trends into prioritised product feedback.
Partner with Sales, Marketing, and Support on post-sales handoffs and enterprise messaging.
Coach the team on negotiation, value-based selling, and contract capabilities.
Drive development plans, performance standards, and career pathing for APAC talent.

Requirements

What you’ll need

5+ years of direct people management experience leading high-performing Customer Success or Account Management teams in a B2B SaaS environment.
10+ years of experience in Customer Success, Account Management, or commercial revenue-generating roles.
Proven experience personally managing, expanding, and renewing complex enterprise accounts with high annual contract values, multiple corporate stakeholders, and rigorous contract/MSA requirements.
Exceptional knowledge of SaaS commercial models, revenue forecasting metrics, and advanced commercial negotiation strategies.
Demonstrated success operating independently in ambiguous, high-growth environments and building business strategies from the ground up.
Expertise in driving Net Revenue Retention (NRR) through accurate forecasting and CRM/CSM tools such as Gainsight, Salesforce, HubSpot, or similar.
Familiarity with geospatial data, construction workflows, civil engineering, or hardware-enabled software platforms is a bonus.

Benefits

Comp & perks

Employee share options
Professional development budget and leave
Mentorship program
Mental health resources
Monthly telephone and/or internet allowance
Paid primary and secondary parental leave policies
Hybrid work arrangements
WFH equipment provided