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.
- Additional 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 (City of Sydney)
🏢 Iterable
📍 City of Sydney