Mid-Market Customer Success Manager at Iterable. About the role Iterable is on the lookout for a dedicated Customer Success Manager to support mid-market clients utilizing our innovative AI-driven customer engagement platform.
Location: Sydney, Australia Engagement: Full time
What you'll do
Oversee a portfolio of mid-market clients using Iterable, with the possibility of engaging with larger accounts as needed.
Cultivate and sustain strategic advisory relationships across various levels of client organizations, including interactions with C-suite executives.
Convert platform usage data into actionable business outcomes, clearly demonstrating the return on investment for each customer.
Employ a consulting methodology to develop account strategies, pinpointing underlying issues and constructing business cases for effective solutions.
Identify and pursue opportunities for account growth, working closely with the Customer Account Manager on the commercial aspects of the relationship.
Stay updated on developments in CRM, MarTech, and AI sectors to provide timely and relevant recommendations to clients.
Lead all customer engagement initiatives, including regular check-ins, success planning, relationship mapping, health assessments, and Executive Business Reviews.
Serve as the voice of the customer to the product team, collaborating with internal teams such as Support to ensure prompt resolution of issues.
Actively monitor account health indicators to detect and mitigate risks before they escalates to customer concerns.
Continuously refine your workflow by adopting new tools and automation techniques to enhance your advisory capabilities.
Assess your success based on the measurable positive impacts you create for customers.
Requirements
Proven experience in managing a B2B SaaS customer portfolio with a focus on delivering value, driving adoption, ensuring retention, and facilitating growth.




A consulting-oriented mindset, demonstrating structured problem-solving skills and the ability to navigate ambiguity effectively.
Strong executive presence, with a track record of engaging C-suite stakeholders and articulating the value of the platform in terms of business outcomes and ROI.
Systems thinking ability, adept at mapping the relationships between technology, processes, and personnel to devise comprehensive strategies.
Familiarity with AI-native products and the ability to adapt swiftly to changes in market and internal technologies.
A proactive approach to learning and integrating new tools into your work processes.
Technical curiosity, even if you do not have an engineering background.
In-depth knowledge of the CRM or marketing technology landscape.
Excellent written and verbal communication skills, capable of simplifying complex concepts for executive audiences.
Willingness to travel up to 25% for client meetings.
Nice to have
Previous experience in management consulting or within the marketing sector.
Familiarity with data activation and automation tools.
Practical experience utilizing AI tools such as ChatGPT, Claude, or Gemini in your work.
Knowledge of technologies including APIs, HTML, CSS, and Javascript.
Proficiency in Mandarin is a plus, particularly for engaging with our Asia-based clientele.
Skills & tools
AI-native products
CRM systems
Marketing Technology (MarTech)
APIs
HTML
CSS
Javascript
ChatGPT
Claude
Gemini
Practical notes
This position offers a competitive salary along with meaningful equity options.
Extra benefits include a general allowance for private medical insurance, life insurance, and other supplementary perks.
Employees receive superannuation contributions and 28 days of annual leave, along with Community Impact Days.
A fully equipped laptop workstation will be provided.
Expect to travel up to 25% of the time for on-site client meetings.
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📌 Mid-Market Customer Success Manager (Sydney)
🏢 Iterable
📍 Sydney