Customer Success Manager
Hybrid · Melbourne, Victoria, Australia
Job Summary
Customer Success Manager owns a book of high-value accounts end to end, including onboarding, retention, and expansion. You’ll drive onboarding programmes, data-anchored business reviews, expansion conversations, and cross-functional collaboration with product, sales, and support to deliver defined commercial outcomes and net revenue growth. You’ll manage portfolio health, conduct regular QBRs anchored in data and usage trends, oversee invoicing and CRM hygiene, identify expansion signals, mitigate disengagement risks, and partner with sales to convert opportunities. This role blends hands-on account management (roughly 75%) with process improvements and cross-functional work (roughly 25%), requiring strong communication, data-driven decision making, and a passion for AI-enabled ways of working.
Required Qualifications
- 4+ years in Customer Success or Account Management within B2B SaaS
- Experience managing a portfolio of mid-market or enterprise accounts with a commercial lens
- Helped build onboarding processes
- Ability to hold a room in a QBR and adapt communication
- Organised and detail-oriented
- Self-driven
- Sharp commercial instincts
- Experience living AI tools in workflow (AI-enabled account research, health monitoring, etc.)
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