Senior Client Success Specialist

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

📋 Description

• Implement the Customer Success strategy for a specific portfolio of GRC clients within the EMEA region, with some overlap into APAC.

• Propel initiatives aimed at enhancing customer retention, growth, satisfaction, and the long-term health of accounts.

• Collaborate with Delivery, Audit, Sales, and Sales Engineering teams to enhance engagement and uncover expansion opportunities.

• Manage the retention of renewal revenue within the portfolio and act as the primary contact for strategic accounts and complex customer situations.

• Lead onboarding sessions and kick-off calls for clients across SOC 2, HIPAA, and GDPR compliance frameworks.

• Identify readiness gaps and assist clients in preparing for audit fieldwork.

• Provide guidance on audit scope, controls, and expectations during the readiness phase.

• Oversee platform setup and configuration of compliance packages for recurring audits.

• Ensure smooth transitions into audit execution.

• Manage the complete renewal lifecycle, including outreach, follow-ups, and proposal development.

• Initiate ongoing client engagements for subsequent audit periods.

• Address expansion requests and scope alterations with Sales and Delivery teams.

• Offer insights on pricing and packaging strategies.

• Collaborate with Audit Delivery, Sales, Technology, and Operations teams to meet client needs and timelines.

• Maintain effective integrations with Salesforce and HubSpot.

• Develop HubSpot workflows and automation processes.

• Support Salesforce governance, encompassing field enforcement, location-based automation, and MSP contact requirements.

• Engage with MSP partners and accounts to synchronize billing and delivery.

• Create training materials and conduct onboarding sessions for new team members.

• Mentor colleagues and disseminate best practices.

• Serve as a subject matter expert for the Customer Success team.

⛳️ Requirements

• 3-5 years of experience in a Customer Success, Account Management, or client-facing role.

• Ability to self-manage and take ownership of a portfolio, autonomously managing a book of clients and a renewal revenue target with minimal oversight.

• Proficiency in CRM platforms, particularly Salesforce and HubSpot.

• Experience with proposal tools, customer contracting and engagement tools, and project tracking systems.

• Exceptional written and verbal communication skills, with the capability to manage multiple client relationships concurrently.

• Ability to identify process inefficiencies and implement improvements through documentation and structured playbooks.

• Experience collaborating across Sales, Delivery, Technology, and Finance/Accounts teams.

• Preferred: Working knowledge of compliance frameworks such as SOC 2, HIPAA, and GDPR.

• Preferred: Experience working with MSP partners or in a channel/partner management context.

• Preferred: Background in audit delivery, GRC, or information security.

• Preferred: Familiarity with developing training content and facilitating internal enablement sessions.

• Preferred: Exposure to billing and revenue operations workflows.

🏝️ Benefits

• Market-Leading Annual Leave – 30 days of Annual Leave, plus an additional 5 days of paid leave for the firm's mid-year shutdown in July.

• Personal/carer's leave.

• Parental leave.

• Volunteer days.

• Salary Packaging & Novated Leasing.

• Flexible & Remote Work options.

• WeWork subscriptions and access to local offices for team collaboration.

• Performance-Based Bonus through an annual discretionary bonus program.

• Tuition reimbursement.

• Support for professional certifications (CA/CPA, etc.).

• Structured mentorship programs.

• Choice of a high-spec Mac or PC setup.

• DEI initiatives.

• Employee resource groups.

• Comprehensive wellness programs.

• Competitive compensation.

• Opportunities for professional advancement.