Customer Success Manager

This is a fully remote position, open to applicants in Australia.

📋 Description

• Serve as the main point of contact and strategic consultant for both enterprise and mid-market clients.

• Cultivate and maintain relationships at the executive level to impact business results and secure lasting partnership value.

• Facilitate structured renewal discussions, Quarterly Business Reviews (QBRs), and Success Reviews.

• Oversee the complete renewals process, which includes negotiating pricing, terms, and contracts in collaboration with Sales, Legal, and Finance teams.

• Provide accurate and timely renewal offers and quotes.

• Manage renewal forecasting, maintain pipeline accuracy, and generate reports utilizing Salesforce and Gainsight.

• Perform retention analysis, monitor customer health scores, and deliver monthly scorecards to leadership.

• Promote product adoption through effective onboarding, engagement, and usage development.

• Create customer success stories, ROI demonstrations, and business cases.

• Align KPIs, success metrics, and business outcomes with customer stakeholders.

• Recognize expansion opportunities and direct qualified upsell/cross-sell leads to Sales.

• Develop customized account growth strategies in conjunction with internal stakeholders.

• Contribute to net revenue retention through renewals and additional account growth.

• Relay customer feedback and insights to Product, Support, and Leadership teams.

• Shape discussions on roadmap and improvements to success strategies.

• Foster customer champions and enhance referenceability, case studies, and testimonials.

⛳️ Requirements

• Minimum of 5 years' experience in Renewals, Account Management, or Customer Success.

• At least 3 years' experience managing enterprise or mid-market customers.

• Proven experience managing large, intricate portfolios within a covered Customer Success Management model.

• Solid background in B2B SaaS/software product or service environments.

• Bachelor's degree is a must.

• An MBA is preferred.

• CSM-related certifications are a plus, including Gainsight, Success Coaching, or Pragmatic Institute.

• Proficient in Salesforce, Gainsight, and other CRM/Success platforms.

• Familiarity with CPQ, NetSuite, SalesLoft, and contract lifecycle management tools.

• Strong negotiation abilities and experience in analyzing and reviewing software contracts.

• Analytical mindset with a capability to interpret data and extract insights.

• Exceptional written and verbal communication skills, along with presentation and executive engagement abilities.

• Customer-centric approach with the ability to resolve conflicts and build trustworthy relationships.

• Capable of thriving in fast-paced, global environments with minimal oversight.

• Ability to work collaboratively across functions, including Sales, Legal, Finance, and Product teams.

🏝️ Benefits

• Confidential management of employee information in accordance with EEO guidelines.

• Equal employment opportunity workplace.

• Background checks are required for employment where allowed by country, state, or province.