Job Description

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- Plan and lead regular customer engagement activities, webinars and scaled customer programs.
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- Build and maintain relationships with key stakeholders through regular phone, email, digital and face to face engagement.
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- Understand customer objectives within this portfolio, risks and success measures and align customer engagement strategies accordingly.
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- Work with customers to ensure they are leveraging HSI products effectively and achieving value from the platform.
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- Maintain visibility of customer health indicators and proactively identify risks to retention and opportunities for growth.
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- Efficiently manage time and customer investment across a scaled portfolio to maximise customer outcomes.
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- Upsell products and services and contribute to account optimisation and business growth.
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- Contribute to client retention strategies and projects.
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- Maintain knowledge of contract obligations and renewal requirements.
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- Develop and execute success planning, adoption strategies and scaled engagement initiatives to improve customer maturity and retention outcomes across this portfolio
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- Maintain annual retention and growth targets for the managed portfolio.
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- Leverage scalable engagement motions, including webinars, digital campaigns, group enablement sessions and customer communications, to efficiently support a broad portfolio of customers.
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- Prioritise customer engagement based on customer health, renewal risk, commercial opportunity and strategic value.
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- Balance proactive customer outreach with targeted intervention where customers require additional support.
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- Partner effectively with Support, Implementation, Solution Engineering and Product teams to deliver positive customer outcomes.
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- Engage specialist teams where technical,



implementation or product expertise is required while maintaining ownership of the customer relationship and overall customer experience.
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- Provide guidance and business context to supporting teams to ensure customer priorities, risks and objectives are clearly understood.
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- Be a customer advocate while capturing customer feedback and reporting trends and requests to Product Management and Development.
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Requirements

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- Experience with 2 + years of managing client accounts
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- Excellent communication and problem-solving skills
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- Have an interest in technology and master current technology easily
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- Experience in a Health, Safety and/or Employee Wellbeing role
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- Experience with data and reporting
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- Experience with Sales Force software (or similar CRM/Ticketng systems)
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- Proficient in project management tools, MS Office Applications, experience with CRM tools
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- Sales experience (upsell)
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Core Competencies

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Demonstrates expertise in customer engagement strategies, account management, and relationship building to drive retention and growth. Proficient in leveraging technology and data to optimize customer outcomes and support business objectives.

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Highest-signal resume keywords

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- Client Account Management
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- Customer Engagement Strategies
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- Sales Experience
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- Data Analysis and Reporting
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- Project Management Tools
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ATS Optimization Keywords

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Hard Skills

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- Customer Health Indicators
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- Upselling Products and Services
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- Success Planning
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- Adoption Strategies
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- Customer Retention Strategies
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Soft Skills

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- Excellent Communication Skills
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- Problem-Solving Skills
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Industry Keywords

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- Health and Safety
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- Employee Wellbeing
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- Customer Advocacy
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- Stakeholder Engagement
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Tools & Technologies

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- Salesforce
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- CRM Tools
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- MS Office Applications
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- Project Management Tools
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📌 Customer Success Manager (New South Wales)
🏢 Jobtailor
📍 New South Wales