Strategic Customer Success Manager - AI & SaaS

Lead the next generation of Customer Success with AI, data and SaaS innovation.

About Cloud Assess

Cloud Assess is a leading SaaS platform designed to power competency-based training, assessment and workforce development. We help organisations deliver scalable, compliant, and engaging learning experiences.

Cloud Assess is looking for a commercially driven and technically adept Customer Success Manager to build and scale a contemporary, AI-enabled Customer Success function. You'll use AI-powered insights, customer health data and automation to proactively identify churn risks, uncover expansion opportunities and drive Net Revenue Retention above 100%.

The Role The Customer Success Manager is a critical leadership role responsible for the long-term commercial health, adoption and retention of our global customer base.

In this role, your primary role will be to lead the Customer Success team to drive Net Revenue Retention (NRR).



Secondarily you will also assist the pre-sales function and partner directly with Sales during the deal cycle to help scope technical integrations and compliance requirements (e.g., APIs, webhooks, data schema mapping, and NAT file extractions).

This position is ideal for a hands-on leader who combines technical acumen with a data-driven approach to account management and revenue growth.

- Customer Success Management & Commercial Growth

- Drive Net Revenue Retention (NRR): Own the net retention metric across all customer tiers, mitigating churn through proactive account health monitoring and identifying expansion/upsell opportunities.
- Account Multi-Threading: Equip and guide the CS team with strategic frameworks to multi-thread client relationships, building deep executive ties across compliance, operations, and leadership levels.
- Retention & Health F

📌 Strategic Customer Success Manager – AI & SaaS (City of Sydney)
🏢 Cloud Assess
📍 City of Sydney