Lead CSM - Enterprise
HybridSydney, New South Wales, Australia
Job Summary
Own strategic outcomes across a portfolio of named Enterprise accounts by managing the client lifecycle and forecasting renewal/expansion outcomes with high accuracy. Run executive business reviews at a designated cadence with C-suite stakeholders to cultivate sponsor relationships and hold commitments accountable through data-anchored conversations. Act as the lead orchestrator across Account Directors, Technical Success Managers, Implementation, and Product to build aligned account plans and mitigate risks. Translate client business goals into product recommendations and influence roadmap discussions while advocating for high-impact requests. Define and track success metrics aligned to commercial KPIs and ROI, partnering with internal teams to drive adoption and strategic value.
Required Qualifications
- 6+ years in Customer Success, Account Management, or Strategic Consulting at a SaaS or e-commerce platform
- Demonstrated track record of owning Enterprise or Mid-Market portfolios with C-suite stakeholder engagement
- Strong commercial instincts: renewal forecasting, expansion identification, ROI storytelling
- Experience navigating complex, multi-stakeholder client organisations
- Highly organised; able to manage multiple priorities and accounts concurrently without losing attention to detail
- Strong analytical skills; comfortable structuring, interpreting, and presenting data
- Excellent written and verbal communication, including executive-ready storytelling
- Ability to compel clients and internal stakeholders to act, and hold them accountable to commitments
Desired Qualifications
- Experience supporting Fortune 1000 retailers or major consumer brands
- Familiarity with the UGC, e-commerce content, or social commerce space
- Familiarity with modern CS tooling (Gainsight, Gong) and curiosity about how AI is reshaping the CS function
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