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Australia
Remote only
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager based in Australia.
Join a global technology organization focused on helping businesses build the skills and capabilities needed to succeed in a rapidly evolving world of work. In this strategic role, you will manage a portfolio of enterprise customers, partnering with senior leaders to align workforce development initiatives with measurable business outcomes. You will drive customer adoption, demonstrate value, strengthen long-term relationships, and identify opportunities for retention and account growth. By leveraging data, digital learning solutions, and emerging AI-powered technologies, you will help organizations address skills gaps and prepare their teams for the future. Working across Sales, Product, Professional Services, and other internal teams, you will coordinate customer success strategies that deliver lasting impact. This opportunity is ideal for a commercially minded professional who combines executive relationship management, analytical thinking, and a passion for learning and workforce transformation.
Strategic customer leadership: Act as a trusted advisor to enterprise customers, including learning, talent, HR, and business executives, aligning workforce development and skills strategies with organizational priorities and measurable business outcomes.
Customer success planning: Develop and maintain tailored success plans with clear objectives, milestones, performance indicators, responsibilities, and review schedules.
Workforce transformation: Help customers develop and implement skills-based workforce strategies using digital learning, coaching, skills intelligence, and related solutions to address critical capability gaps.
Adoption and value realization: Guide customers through implementation, launch, internal promotion, adoption, and ongoing optimization of learning and skills development programs.
AI and platform evolution: Support customers as they adopt new platform capabilities, AI-powered experiences, and evolving operating models by developing effective adoption strategies and stakeholder engagement plans.
Data analysis and business reviews: Analyze engagement, adoption, skills, and business outcome data to identify trends, demonstrate value, and provide actionable recommendations. Lead strategic business reviews that assess progress, risks, opportunities, and future priorities.
Customer retention and account health: Monitor customer satisfaction, adoption, and account health across a portfolio of at least 30 enterprise customers, proactively identifying churn risks and coordinating mitigation plans.
Renewals and account growth: Partner with Account Executives to identify expansion opportunities, assess customer readiness, support renewal planning, and develop account strategies aligned with evolving business needs.
Cross-functional collaboration: Coordinate activities across Sales, Solutions, Product, Professional Services, Support, and other internal teams to ensure a consistent customer experience and successful delivery of outcomes.
Issue resolution and customer advocacy: Lead or facilitate the resolution of customer concerns, ensuring clear ownership, timely communication, and effective follow-through. Represent customer needs internally and share relevant feedback to inform product development and service improvements.
Customer relationship management: Maintain accurate records of success plans, account health, risks, opportunities, outcomes, and follow-up actions in designated customer management systems.
Industry knowledge and innovation: Stay informed about developments in digital learning, talent management, AI, technology skills, and workforce transformation, applying relevant insights to customer conversations and strategic recommendations.
Professional experience: At least eight years of experience in Customer Success, account management, consulting, Sales, or Professional Services, preferably within enterprise software, digital learning, talent management, or HR technology. A bachelor's degree in business, education, or a related field is preferred, or equivalent professional experience.
Enterprise portfolio management: Proven experience managing a high-volume portfolio of 30 or more enterprise customers, with responsibility for a book of business of up to USD 7 million within an assigned territory.
Executive stakeholder engagement: Demonstrated ability to advise senior leaders and executive sponsors on learning strategies, workforce upskilling, organizational capabilities, talent development, and business transformation.
Learning and skills expertise: Strong understanding of digital learning solutions, learning and development strategy, talent management, skills taxonomies, competency frameworks, and workforce capability development.
Data-driven decision-making: Ability to interpret customer engagement, adoption, skills, and business performance data and translate findings into compelling value narratives and practical recommendations.
Commercial acumen: Experience identifying growth opportunities, influencing account strategy, supporting renewals, strengthening customer retention, and contributing to account expansion.
Communication and relationship management: Excellent executive communication, consulting, presentation, facilitation, negotiation, and stakeholder management skills, with the ability to build trusted relationships across complex organizations.
Project management and prioritization: Ability to coordinate multiple initiatives, manage competing priorities across a diverse customer portfolio, and ensure consistent follow-through.
Analytical and problem-solving skills: Strong critical thinking, sound judgment, and the ability to balance data-driven insights with independent, responsive, and solution-oriented action.
Adaptability: Comfort working in a changing environment where customer priorities, platform capabilities, and organizational needs continue to evolve.
Technology and customer success tools: Familiarity with Salesforce CRM and ChurnZero or equivalent customer success platforms is an advantage.
AI and technology awareness: Working knowledge of current AI trends, technology and developer skills, and their implications for workforce development and organizational readiness.
Productivity tools: Advanced proficiency in PowerPoint and Excel, with working knowledge of Word and Outlook.
Regional collaboration: Experience working with distributed teams and engaging customers and internal stakeholders across Australia, New Zealand, and the broader ANZ region.
Strategic career opportunity: Help enterprise organizations improve workforce readiness, close skills gaps, and achieve measurable business transformation.
Customer-facing impact: Build long-term relationships with senior decision-makers and influence learning, talent, and organizational development strategies.
AI-enabled innovation: Work at the intersection of digital learning, skills intelligence, and emerging AI technologies.
Collaborative environment: Partner with cross-functional teams across Sales, Product, Solutions, Professional Services, and Support.
Professional development: Gain exposure to evolving workforce trends, enterprise technology, customer success best practices, and strategic account management.
Global perspective: Collaborate with colleagues and enterprise customers across distributed teams and international markets.
Commercial ownership: Develop expertise in enterprise account health, retention, renewal readiness, and expansion opportunities.
Compensation and additional benefits: Salary, healthcare, leave entitlements, and other employment benefits were not specified in the provided job description and should be confirmed during the recruitment process.
