Senior Customer Success Manager - APAC

Accountabilities:

Customer Portfolio Ownership: Manage a strategic portfolio of mid-market and enterprise customers, taking responsibility for net revenue retention (NRR), customer lifetime value (CLV), and long-term account health.
Customer Success Planning: Develop and execute tailored customer success plans aligned with customer objectives, business priorities, and technical requirements. Define measurable outcomes and ensure customers consistently realize value from products and services.
Onboarding and Product Adoption: Guide customers through onboarding, implementation, adoption, and ongoing engagement. Identify opportunities to improve product utilization and ensure solutions support evolving customer needs.
Executive Relationship Management: Build trusted relationships with senior customer stakeholders and decision-makers. Conduct regular strategic discussions to review progress, demonstrate business value, address challenges, and align on future priorities.
Renewals and Revenue Expansion: Partner with Sales and Renewals teams to manage renewal cycles, identify expansion opportunities, and strengthen account growth. Drive commercial conversations based on demonstrated customer value, adoption, and business outcomes rather than transactional upselling.
Churn Prevention and Risk Management: Proactively identify customer risks using engagement data, customer health indicators, and feedback. Develop clear mitigation plans, coordinate internal resources, and address potential issues before they affect retention.
Data-Driven Decision-Making: Monitor customer health, adoption, retention, and engagement metrics to prioritize activities, guide account strategies, and improve the predictability of renewals and revenue outcomes.
Customer Advocacy: Represent customer needs internally and collaborate with Product and Engineering teams to influence product improvements, resolve recurring challenges, and align development priorities with customer requirements.
Cross-Functional Collaboration: Coordinate with Onboarding, Support, Sales, Product, and Engineering teams to deliver a consistent, high-quality customer experience throughout the customer lifecycle.
Customer Success Strategy and Process Development: Contribute to the creation and refinement of Customer Success playbooks, performance metrics, operating models, and scalable processes that strengthen the function as the organization grows.
Mentorship and Team Development: Support and mentor junior Customer Success Managers, sharing best practices, account management expertise, and strategies for building strong customer relationships.
Requirements:
Professional Experience: At least 5 years of experience in Customer Success, Account Management, or a related customer-facing role, preferably within a B2B SaaS or subscription-based business.
Retention and Revenue Growth: Demonstrated success driving customer retention, renewals, expansion revenue, and long-term customer value. Comfortable taking ownership of commercial outcomes, including net revenue retention and account growth.
Enterprise Account Management: Experience managing complex customer portfolios and engaging enterprise stakeholders, including senior executives and technical decision-makers.
Strategic Customer Success: Ability to develop and execute customer success plans, establish measurable objectives, drive adoption, and demonstrate ongoing business value.
Technical and Business Acumen: Strong ability to understand technical products and translate their capabilities into clear business benefits. Comfortable engaging with technically sophisticated customers and connecting product functionality to operational and strategic goals.
Commercial and Negotiation Skills: Confidence managing renewal discussions, identifying expansion opportunities, negotiating effectively, and building commercial strategies around customer outcomes.
Customer Health and Risk Management: Experience interpreting customer data, engagement signals, and performance metrics to assess account health, anticipate churn, and prioritize proactive interventions.
Communication and Stakeholder Management: Excellent written and verbal communication skills, with the ability to build trusted relationships, facilitate strategic conversations, influence stakeholders, and coordinate across multiple teams.
Strategic and Operational Thinking: Ability to balance long-term planning with hands-on execution, solve complex problems, and adapt customer strategies to changing business needs.
Cross-Functional Collaboration: Experience working effectively with Sales, Product, Engineering, Support, and other internal teams within a growing organization.
Preferred Technical Background: Familiarity with infrastructure, networking, DevOps, network automation, or related technical domains is an advantage.
Preferred Industry Experience: Experience working in a high-growth SaaS company, with open-source software, or with developer-focused platforms is beneficial.
Leadership and Mentorship: Previous experience mentoring Customer Success professionals or helping develop team processes and best practices is a plus.
Professional Mindset: Strong ownership, attention to detail, clear communication, and a collaborative approach to problem-solving. A commitment to simplicity, continuous improvement, and customer success is essential.
Benefits:
Competitive Compensation: Annual compensation ranging from A$160,000 to A$180,000, as stated in the original job posting.
Performance-Based Bonus: Opportunity to receive additional compensation through a bonus program.
Equity Opportunity: Equity participation, offering the potential to share in the company's long-term growth.
Remote Work Flexibility: Work remotely from Australia while collaborating with colleagues and customers across the APAC region.
Strategic Career Impact: Take ownership of customer retention, revenue growth, and strategic relationships across a portfolio of mid-market and enterprise accounts.
Professional Development: Opportunity to strengthen strategic account management, technical customer engagement, commercial leadership, and Customer Success expertise.
Cross-Functional Collaboration: Work closely with Sales, Product, Engineering, Support, and Onboarding teams to influence customer outcomes and product development.
Leadership Opportunities: Contribute to the evolution of Customer Success practices and mentor junior team members as the organization scales.
Open-Source Community: Opportunity to work in a technology environment connected to open-source software, networking, and infrastructure automation.
Inclusive Work Culture: Join a collaborative environment that values clear communication, attention to detail, simplicity, shared success, and diverse perspectives.
Healthcare, Leave, and Additional Perks: Specific healthcare coverage, paid leave, retirement benefits, and other employee perks were not detailed in the provided job description and should be confirmed during the recruitment process.