Senior Customer Success Manager

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

📋 Description

• Report to the Regional Manager and the Head of Global Customer Success.

• Take responsibility for the entire customer lifecycle, from onboarding to renewal, retention, and expansion.

• Manage a designated portfolio of Australian client accounts, ensuring robust engagement, customer satisfaction, retention, and growth.

• Maintain clear visibility of customer health, product usage, engagement levels, upcoming renewals, risks, and growth opportunities.

• Proactively interact with customers to comprehend their business and governance needs, offering guidance on best practices for using Convene.

• Establish and nurture trusted relationships with senior stakeholders, including CEOs, Board members, Company Secretaries, governance professionals, and executive teams.

• Identify opportunities to enhance product adoption, drive upselling and cross-selling, and broaden relationships within customer organizations.

• Cultivate customer advocates and identify avenues for testimonials, case studies, referrals, references, speaking engagements, and other forms of customer advocacy.

• Assist new customers with onboarding and implementation to ensure a seamless transition into ongoing Customer Success.

• Gather and relay customer feedback, insights, and product requirements to the Product, Marketing, and Sales teams.

• Develop account plans for key customers, which include strategies for renewal, stakeholder mapping, growth opportunities, and risk mitigation.

• Keep accurate and current records of client interactions, activities, opportunities, and account details in the CRM system.

• Participate in weekly and monthly meetings, providing regular updates on account status, customer engagement, renewals, risks, and opportunities.

• Travel interstate as needed for customer meetings, events, conferences, and other business activities.

• Success is evaluated based on retention and renewal rates, net revenue retention, account growth, adoption, engagement, upsell and cross-sell revenue, pipeline visibility, advocacy, satisfaction/NPS, CRM data quality, and successful onboarding.

⛳️ Requirements

• A minimum of 3 years' experience in Customer Success, Account Management, Sales, Client Relationship Management, or a related field.

• Experience in a SaaS environment is preferred; background in the technology or IT industry is advantageous.

• Proven experience managing a customer portfolio while taking ownership of retention, renewals, and account growth.

• Strong commercial acumen with the ability to identify and cultivate upsell and cross-sell opportunities.

• Experience engaging confidently with senior stakeholders and decision-makers.

• Exceptional organizational and account management skills, effectively managing multiple customers, priorities, and deadlines.

• Strong proficiency in using CRM systems to oversee customer relationships, activities, opportunities, and account information.

• Excellent written and verbal communication skills.

• A proactive, solutions-oriented mindset with a strong commitment to achieving customer outcomes.

• Ability to work independently while effectively collaborating with Sales, Marketing, Product, and Customer Success teams.

• Willingness to travel interstate as necessary.

🏝️ Benefits

• Competitive salary and performance-based incentives.

• Opportunities for professional development and career advancement.

• A supportive and collaborative work environment.

• Flexible work arrangements.

• Access to cutting-edge tools and technologies.