Job Description

Strategic Customer Success Manager - AI & SaaS

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

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About Cloud Assess

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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.

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Cloud Assess is looking for a commercially driven and technically adept Customer Success Manager to build and scale a modern, 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%.

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The Role

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

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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).

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

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1. Customer Success Management & Commercial Growth

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- 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.
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- 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.
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- Retention & Health Frameworks:



Design data-driven "health check" frameworks and early warning systems to identify at-risk accounts early and execute targeted intervention playbooks.
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- Commercial Account Strategy: Partner with sales leadership on renewal strategies and expansion playbooks, ensuring smooth commercial continuity across the customer journey.
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- Technical Deal Partnering: Partner closely with the Sales team during pre-sales cycles to evaluate, scope, and validate complex client technical requirements, API integration capabilities, webhooks, and custom data workflows.
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- Compliance & Migration Scoping: Architect and oversee the technical viability of mission-critical compliance migrations such as standard data schema mapping and NAT file extractions before contracts are signed.
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- Frictionless Handovers: Set accurate expectations, eliminating scope creep and establishing clear baselines for long-term customer success from Day 1.
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Key Performance Indicators (KPIs)

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- Net Revenue Retention (NRR): Achieving a target of >100% through churn reduction, high renewal rates, and account expansion.
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- Gross Retention Rate (GRR): Minimising account churn and contraction across mid-market and enterprise customer segments.
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- Pre-Sales Scoping Accuracy: Ensuring seamless post-sale transitions with minimal technical friction or scope creep stemming from pre-sale architecture.
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Qualifications & Experience

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- SaaS Leadership: 2+ years of leadership experience within Customer Success, Solutions Engineering,



or Technical Account Management in a B2B SaaS setting.
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- Technical Scoping & Governance: Hands-on experience with pre-sales solution architecture, API/webhook integration scoping, and complex data/compliance migration workflows (e.g., NAT file extractions or schema mapping).
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- Commercial & Growth Mindset: Track record of driving NRR (>100%), managing renewals, and scaling expansion strategies within existing accounts.
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- Process Architecture: Proven ability to translate complex technical and commercial processes into scalable, repeatable corporate playbooks.
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- Data-Driven Approach: Strategic, analytical mindset comfortable leveraging data and account health metrics to drive proactive customer outcomes.
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- Global Scale: Experience managing remote teams and supporting a globally distributed customer base.
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- Cultural Alignment: A baseline requirement of simply being a great human being!
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Our Values

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- Integrity: Acting with honesty, doing right by customers and team members, and maintaining high ethical standards.
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- Inclusion: Valuing diverse perspectives and fostering a culture where everyone feels supported and empowered.
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- Growth: Embracing continuous improvement, innovation, and development in our product, our people, and our impact.
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- Challenge: Being ambitious, solving complex problems, and striving to deliver exceptional outcomes for our customers.
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Build the Future of Customer Success

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If you're a strategic and hands-on leader who knows how to turn customer data into action, AI into insight, and customer relationships into sustainable revenue growth, we'd love to hear from you.

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Join Cloud Assess and help build a smarter, more proactive and AI-enabled Customer Success function - one that delivers exceptional outcomes for customers and measurable commercial growth for the business.

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📌 Strategic Customer Success Manager - AI & SaaS (New South Wales)
🏢 Cloud Assess
📍 New South Wales