Customer Success Manager

• Plan and lead regular customer engagement activities, webinars and scaled customer programs.
• Build and maintain relationships with key stakeholders through regular phone, email, digital and face to face engagement.
• Understand customer objectives within this portfolio, risks and success measures and align customer engagement strategies accordingly.
• Work with customers to ensure they are leveraging HSI products effectively and achieving value from the platform.
• Maintain visibility of customer health indicators and proactively identify risks to retention and opportunities for growth.
• Efficiently manage time and customer investment across a scaled portfolio to maximise customer outcomes.
• Upsell products and services and contribute to account optimisation and business growth.
• Contribute to client retention strategies and projects.
• Maintain knowledge of contract obligations and renewal requirements.
• Develop and execute success planning, adoption strategies and scaled engagement initiatives to improve customer maturity and retention outcomes across this portfolio
• Maintain annual retention and growth targets for the managed portfolio.
• Leverage scalable engagement motions, including webinars, digital campaigns, group enablement sessions and customer communications, to efficiently support a broad portfolio of customers.
• Prioritise customer engagement based on customer health, renewal risk, commercial opportunity and strategic value.
• Balance proactive customer outreach with targeted intervention where customers require additional support.
• Partner effectively with Support, Implementation, Solution Engineering and Product teams to deliver positive customer outcomes.
• Engage specialist teams where technical, implementation or product expertise is required while maintaining ownership of the customer relationship and overall customer experience.
• Provide guidance and business context to supporting teams to ensure customer priorities, risks and objectives are clearly understood.
• Be a customer advocate while capturing customer feedback and reporting trends and requests to Product Management and Development.

• Build trusted relationships with customer security and IT teams, understanding their priorities, workflows, and success outcomes.
• Create practical technical success plans that help customers adopt the platform, reduce risk, and realise measurable value.
• Identify high-value use cases that make the platform part of everyday security operations.
• Use product usage, engagement, and health indicators to spot adoption gaps, underutilisation, and retention risks early.
• Guide customers through the transition from deployment to active use, accelerating Time-to-Value and reducing handover friction.
• Lead mitigation planning for technical blockers, integration challenges, operational gaps, and customer health risks.
• Bring clear technical health insights into renewal readiness, QBRs, growth discussions, and account strategy.
• Surface technical opportunities that support expansion, upsell, and cross-sell activity in partnership with the Account Executive.
• Champion the voice of technical users by ensuring product feedback, risks, and success requirements are visible internally.

Technical Success Manager

• Manage and foster strong relationships with aligned clients (typically, 8-12 clients)
• Act as the first escalation point for delivery concerns and new requests
• Partner with the Sales Team and other internal Strada teams in growing existing client revenue and winning new client business
• Ensure adherence to Strada workflow and documentation standards by consultants aligned to the relationship through governance processes and tools such as workflow, hours reports, invoices, audit reports, etc.
• Provide hours reporting to clients to support client's accrual processes, this includes running reports on a weekly basis, following up and resolving all discrepancies with resource hours
• Responsible for invoice approvals and the review of the invoices; follow up with clients to ensure payment and coordinate meetings with accounting in the event of a payment discrepancy
• Create and maintain customer Scorecards as per platform standard practices
• Manage client delivery through coordination with aligned functional and technical Subject Matter Experts
• Identify out of scope tasks; strive to close or complete tasks early or on schedule by maintaining task momentum within internal and client team
• Coordinate and lead internal and/or client-facing meetings needed to prioritize work, deliver tasks, track/report status, address project risks, etc.

Workday Customer Success Lead

• Develop customer relationships that promote customer retention and loyalty
• Onboard new clients, managing all aspects of the account, user administration and provide product training
• Partner with Enterprise Account Managers to support client renewal, retention and ongoing satisfaction
• Understand Criteria’s strategic and competitive position and be an effective advocate for our product
• Identify, analyze, and remove roadblocks to growth to ensure customer success
• Develop success plans for each client
• Rapidly and efficiently respond to incoming customer support calls and emails
• Provide web-based training and product implementation support
• Proactively manage all customer requests to satisfactory conclusion
• Document all customer interactions in our CRM software
• Drive product improvements and help inform product development initiatives by listening to customer feedback and relaying it to our product development team

Enterprise Customer Success Manager – APAC

• Manage the end-to-end onboarding of new hotel partners
• Set clear expectations, provide training, and ensure full system adoption
• Collaborate with integration and support teams to deliver a fast, smooth go-live
• Act as the main point of contact post-onboarding
• Build trust and strong working relationships with hotel operators and managers
• Monitor customer health and proactively address issues before they escalate
• Proactively gather, track, and analyze customer feedback
• Identify patterns, surface pain points, and advocate for customer needs internally
• Collaborate with Product and Engineering to prioritize improvements based on feedback
• Help document and improve scalable customer success playbooks
• Work cross-functionally to ensure alignment across Sales, Product, Support, and Marketing
• Develop new initiatives and support programs to improve retention and satisfaction
• Ensure customers understand the full value of Sadie and how to use all relevant features
• Identify upsell opportunities or new integrations that add value
• Support expansion and referrals within multi-location groups

Customer Success Manager, Hotels

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.

• Building trusted, long-term relationships with customers and becoming their primary point of contact.
• Supporting new customers through implementation and onboarding, ensuring they quickly realise value from our platform.
• Delivering training and guidance to help customers get the very best from ECA's products and services.
• Monitoring customer engagement and account health, identifying opportunities to improve adoption and satisfaction.
• Working closely with colleagues to retain customers and support successful renewals.
• Identifying opportunities to introduce additional products and services that add value to customers.
• Sharing customer feedback with internal teams to help shape future product improvements.
• Analysing customer usage and success metrics to identify trends and opportunities for continuous improvement.

Associate Customer Success Manager – Japanese Speaking

• Assist in onboarding new partners by helping them understand Orgvue's support model and setting up the tools and infrastructure they need.
• Coordinate partner-specific Orgvue environments for training, demos, and shared solutions.
• Support regular meetings, feedback sessions, and reporting routines to ensure smooth collaboration.
• Help plan and deliver training sessions for partners on how to use Orgvue for analytics, modelling, and data management.
• Collaborate with internal experts across Product, Advisory, and Technical Account Management to coordinate more advanced training when needed.
• Tailor Orgvue enablement materials and presentations to specific partner objectives or use cases.
• Work with the Alliances and Partner Success teams to track partner progress, performance, and key deliverables.
• Maintain up-to-date records of active projects, usage data, and partner feedback.
• Coordinate communication between partners and internal teams, including Marketing, Product, Legal, and Sales.
• Help identify areas for improvement and contribute ideas to strengthen how Orgvue collaborates with partners.
• Contribute to the continuous improvement of Orgvue's Partner Program through documentation, case studies, and training materials.
• Help capture success stories and best practices for use across the wider partner ecosystem.
• Assist in maintaining standard templates, assets, and reporting tools.

Partner Success Analyst – APAC

• Support the full customer success lifecycle through meeting preparation, documentation, research, stakeholder coordination, and follow-up actions.
• Conduct market, customer, competitor, and industry research to provide insights that support customer engagement and business growth opportunities.
• Prepare briefing papers, presentation decks, meeting materials, and engagement documentation for customer and internal meetings.
• Coordinate proposal and tender activities, including managing timelines, gathering content from stakeholders, and ensuring documentation is complete, compliant, and high quality.
• Prepare performance reports, dashboards, customer reporting packs, and impact narratives to support customer success outcomes.
• Maintain accurate records within Salesforce, including customer activity, contract milestones, compliance requirements, and renewal schedules.
• Support contract governance processes, documentation control, approvals, and administrative workflows.
• Identify and implement process improvements and automation opportunities to enhance team efficiency and effectiveness.
• Collaborate with cross-functional teams including Product, Delivery, Finance, Legal, Operational teams, and External Affairs to ensure successful outcomes.
• Provide operational and administrative support to help maintain strong team rhythms, planning cycles, and stakeholder engagement activities.

Customer Success Coordinator

• Own the post-sale customer lifecycle for a portfolio of strategic enterprise accounts
• Develop and execute Customer Success Plans aligned to customer business priorities
• Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) and strategic governance meetings
• Drive product adoption, utilisation and time-to-value across Thomson Reuters solutions
• Monitor customer health, identify risks early and execute retention strategies
• Partner with Strategic Account Managers to identify expansion, cross-sell and upsell opportunities
• Build trusted executive relationships with customer stakeholders
• Act as the Voice of the Customer across Product, Support, Professional Services and Sales
• Coordinate internal resources to ensure successful delivery and customer outcomes
• Capture customer insights, success metrics and engagement activities within Salesforce
• Develop customer advocates, references and long-term strategic partnerships

Strategic Customer Success Manager

• Align on strategic goals and establish a mutual success plan that serves as a foundation for long-term customer success and shared outcomes.
• Facilitate smooth transitions post-implementation, ensuring KPIs are met and remain relevant throughout the customer journey.
• Build strong relationships by understanding customer needs and conducting regular check-ins to monitor satisfaction and account health, including engagement with senior stakeholders and executive sponsors where appropriate.
• Develop deep expertise in our solutions to create value for customers, delivering best practices, insights, and ROI-focused guidance while highlighting the benefits of new features and updates.
• Demonstrate a commitment to continuous learning and staying current with product innovation, emerging technologies, and AI-driven capabilities.
• Identify and act on upsell and cross-sell opportunities, collaborating with teams to drive renewals, manage challenges, and increase retention.
• Communicate complex ideas effectively to all stakeholders, using active listening and providing regular updates on key initiatives.
• Cultivate customer advocates for testimonials, case studies, and referrals, and streamline feedback for internal teams.
• Leverage data and analytics to track customer goals and drive outcomes, using trends to make data-driven recommendations during reviews.
• Encourage the use of self-service resources, such as knowledge bases, to empower customers and boost satisfaction.

• Driving customer adoption, retention, and satisfaction for assigned book of accounts
• Owning the new customer experience from Sales by leading trainings, driving product adoption, and helping customers achieve their business goals
• Manage the Beyond Training & Certification process for all new customers
• Securing annual subscription renewals and uncovering expansion opportunities
• Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met
• Training clients on the basics of revenue management and how to effectively use our tool to increase revenue
• Analysing customer performance data and making recommendations to ensure revenue growth
• Proactive  relationship  management  with  accounts  to  maintain  overall  customer  health
• Monitoring and reporting on the health and risk of assigned accounts
• Maintaining a deep understanding of Beyond Pricing’s suite of products
• Managing approximately 40-60 accounts at a time
• Working with cross-functional teams to drive better collaboration and customer experience
• Being the voice of the customer back to our Product organisation, communicate trending customer feedback and ideas

Senior Customer Success Manager

• Support technical onboarding: Assist customers in integrating New Relic within their cloud environments, ensuring they begin to realize platform value.
• Conduct fundamental training sessions: Help develop educational resources and introductory training that explain core functionalities and benefits.
• Monitor and contribute to Mutual Activity Plans: Track customer progress and provide basic insights into observability tool usage.
• Interact with technical stakeholders: Work closely with stakeholders to understand initial goals and align platform use to support their objectives.
• Partner with customers to develop business cases for expansion and quantify solution impacts through regular reporting.
• Present platform capabilities and create new content; provide training to customers for ongoing proficiency.

Associate Technical Success Manager

• Onboard new customers across the full suite of products
• Guide customers through the PropertyMe platform
• Create onboarding and training plans tailored to customers
• Conduct check-in calls throughout the onboarding journey
• Respond to support tickets and provide phone/Zoom support
• Assist with data migration support and troubleshooting

Onboarding Consultant – CRM

• Serve as the senior customer success leader for the region, accountable for the quality, consistency, and outcome of all customer-facing service activity across deployment and operations
• Ensure SDMs are embedded and effective across all active deployment programs within the region
• Maintain regional oversight of service performance, incident management, ticket resolution, and escalation handling
• Own regional escalation management across all programs, ensuring timely resolution of high-severity incidents and complex service failures
• Provide direction, coaching, and performance oversight to SDMs with a dotted-line relationship to this role
• Coordinate service delivery across all four Lines of Service to ensure seamless, integrated customer outcomes
• Monitor SDM performance against regional standards and intervene where gaps are identified
• Reinforce standardized governance cadence, reporting structures, KPI frameworks, and service improvement methodologies across all programs within the region

Regional Head of Customer Success

• Own customer retention, renewal and long-term success across your portfolio.
• Develop and execute customer success plans aligned to customer goals and business outcomes.
• Build trusted relationships with executive sponsors, economic buyers and technical stakeholders.
• Lead regular business reviews, health checks and strategic customer conversations.
• Drive customer onboarding, enablement and adoption programs.
• Monitor customer health, usage trends and risk indicators to proactively minimise churn.
• Identify opportunities for product adoption, account growth and cross-sell opportunities.
• Partner with Sales, Product, Service Delivery and Technical teams to advocate for customer needs.
• Act as the voice of the customer internally to influence service improvements and product enhancements.
• Maintain accurate customer health, engagement and renewal data within CRM platforms.
• Resolve commercial issues, escalations and customer challenges quickly and effectively.
• Deliver exceptional customer experiences that create advocates for our brand.

• Lead global CRM strategy and execution across email, app push and SMS in AU, NZ, US and UK, with a strong focus on retention, new customer onboarding, loyalty and personalised post-purchase journeys
• Own the Klaviyo platform end to end - flows, segmentation, testing, deliverability, reporting and testing catalog management
• Manage and optimise Showpo Society, our loyalty programme, across AU, NZ, US and UK
• Communicate tiering structures, rewards and exclusive experiences clearly across CX to drive retention and advocacy
• Drive personalised customer journeys across Showpo’s website, cart, and checkout stages using Nosto
• Own reporting on CRM and loyalty KPIs: open/click rates, revenue, deliverability, churn, CLTV, repeat purchase and loyalty redemption
• Own and evolve Showpo's tone of voice across every CRM touchpoint, ensuring copy reflects the brand and resonates with the customer in each market

CRM & Loyalty Lead

• Lead the execution of our customer retention and growth strategy across Australia and New Zealand.
• Partner with the Head of Customer Success to translate strategy into action.
• Drive cross-functional initiatives to ensure strong commercial outcomes for our 18,000 ANZ customers.
• Own team performance against key commercial outcomes, including retention and customer growth.
• Monitor and interpret customer success performance indicators, identifying trends, risks, and opportunities.
• Build strong cross-functional partnerships with various teams to ensure successful initiative delivery.
• Manage dependencies, remove blockers, and proactively escalate risks.
• Provide leadership, coaching, and accountability across the ANZ Customer Success team.
• Represent ANZ Customer Success in cross-functional forums.

APAC Customer Success Team Lead

• Own a book of APAC retailer accounts.
• Day-to-day relationship management for ~15–20 accounts in your initial book, with the expectation of growing into more strategic accounts over time.
• Be the named CSM, the trusted point of contact, and the person retailers think of when they think of EQL.
• Make launches go smoothly.
• Partner with retailers on launch prep, run-of-show, troubleshooting, and post-launch retros.
• Protect and grow the book.
• Build quarterly success plans, monitor account health, and identify expansion opportunities — new categories, new markets, increased launch volume, new launch mechanics.
• Onboard new APAC retailers.
• Guide new partners through activation, from contract signature to their first successful launch.
• Be the voice of the retailer.
• Translate feedback from your accounts into product and engineering priorities through our established cross-functional cadences.
• Contribute to how the team operates.

• Manage a portfolio of customers, drive product adoption and value, support business outcomes, build lasting relationships, and guide customers from onboarding through renewal and expansion
• Own a portfolio of customers, proactively drive value and adoption, support business outcomes, and help maintain and grow long-term relationships
• Serve as the primary onboarding act for assigned customers, building strong, long‑term relationships with key stakeholders and decision-makers
• Conduct regular business reviews (IE: QBRs and EBRs) to assess adoption, performance, and alignment with customer goals
• Drive customer engagement by understanding their business needs and recommending best practices for maximizing TeamViewer’s value
• Lead smooth onboarding journeys, ensuring customers are properly set up, trained, and supported throughout the initial implementation phase
• Monitor usage and proactively identify opportunities to improve activation, adoption, and product utilization
• Identify customer risks early and engage cross-functional teams to support retention strategies
• Manage churn risks and work with internal teams to address customer challenges quickly and effectively
• Champion customer needs internally to remove obstacles and enhance their overall experience
• Identify expansion opportunities, such as additional licenses, product add‑ons, or region/business unit growth
• Partner with Sales and Renewals to support upsell conversations, prepare proposals, and drive successful contract renewals
• Collaborate with Support to address escalations and ensure timely resolution of customer issues
• Provide feedback to Product Management based on customer insights, adoption patterns, and feature requests
• Work with Marketing and Enablement teams to share customer success stories and contribute to knowledge‑base content
• Track key customer metrics such as adoption, usage trends, health scores, and renewal forecasts
• Maintain accurate and timely documentation of all customer interactions within CRM and Customer Success tools

Customer Success Manager jobs in Australia

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Customer Success Manager

Technical Success Manager

Workday Customer Success Lead

Enterprise Customer Success Manager – APAC

Customer Success Manager, Hotels

Customer Success Manager

Associate Customer Success Manager – Japanese Speaking

Partner Success Analyst – APAC

Customer Success Coordinator

Strategic Customer Success Manager

Customer Success Manager

Senior Customer Success Manager

Associate Technical Success Manager

Onboarding Consultant – CRM

Regional Head of Customer Success

Customer Success Manager

CRM & Loyalty Lead

APAC Customer Success Team Lead

Customer Success Manager

Customer Success Manager