About Us:

8Squad is a leading Australian Salesforce Consulting Partner dedicated to helping organisations transform the way they engage with their customers, employees and communities. We combine strategic advisory, human-centred design and deep technical expertise to deliver cutting-edge solutions that create measurable business outcomes.

Our approach extends beyond technology implementation. We work alongside our customers to understand their business, challenges and long-term ambitions, developing practical strategies and scalable Salesforce solutions that deliver lasting value. From strategy and advisory through to implementation, optimisation and managed services, we partner with our customers throughout their transformation journey.

Our people are our greatest strength. We foster a collaborative, high-performing culture that empowers individuals to think strategically, challenge convention and continuously improve. We encourage innovation, knowledge sharing and professional growth, providing opportunities for our people to shape the future of both our organisation and our customers.

Everything we do is guided by our core values:

1. We Before Me – We succeed through collaboration, putting the team, our customers and our partners ahead of individual interests.
2. Commitment to Service Excellence – We are committed to delivering exceptional outcomes, building trusted relationships and consistently exceeding expectations.
3. Dedication to Personal Mastery – We continually learn, adapt and innovate, striving to be the very best version of ourselves while embracing new ideas and technologies.

Job Overview:

The Managed Services CSM supports the Head of Centre of Excellence to strengthen customer relationships and drive sustainable growth across the CoE portfolio through strategic account planning, executive engagement and opportunity development.

Working alongside multiple stakeholders, the CSM builds an informed view of each customer's business priorities, investment plans and technology roadmap, using this intelligence to uncover and qualify opportunities that can be transitioned into 8Squad's Delivery,



Advisory and broader capability areas.

Key Responsibilities:

Strategic Account Planning

- Develop and maintain Strategic Account Plans for assigned CoE customers, covering business priorities, technology roadmaps, investment cycles, stakeholder landscape, risks and growth potential.
- Maintain stakeholder maps across executive sponsors, business champions, decision-makers, influencers and procurement stakeholders.
- Identify organisational, regulatory, transformation and investment changes that may influence future customer demand.
- Provide stakeholders with clear account insights, risks, priorities and recommended growth actions.

Opportunity Identification and Growth

- Proactively uncover opportunities within existing CoE customers before they become formal procurement activities.
- Partner with Lead Consultants to translate delivery insights, platform challenges, technical debt, roadmap items and emerging needs into potential opportunities.
- Identify opportunities across Project Delivery, Advisory Services, CoE expansion and relevant Salesforce, MuleSoft, data, AI, integration, security and governance capabilities.
- Qualify opportunities against customer need, timing, stakeholders, budget, strategic fit and likelihood to proceed, then transition qualified opportunities to GTM and Delivery.
- Maintain accurate visibility of the CSM-influenced pipeline and support proposals, Statements of Work and commercial discussions when required.
- Contribute to set revenue targets in CSM-influenced business.

Executive Relationship Management

- Build trusted relationships with executive and senior stakeholders, extending 8Squad's engagement beyond day-to-day operational contacts.
- Understand customer strategic priorities,



investment decisions and future initiatives to strengthen 8Squad's position as a long-term strategic partner.
- Connect customers with relevant 8Squad leaders, Practice Leads and subject matter experts where this creates customer value.

Customer Health and Renewal Readiness

- Monitor strategic, relationship and commercial health across assigned accounts and identify emerging retention or growth risks.
- Track contract milestones, renewal windows and procurement activity, escalating material risks or recommended actions to the Head of CoE.
- Maintain renewal readiness and provide relevant account intelligence to support CoE, GTM and Delivery planning.

Internal Collaboration

- Work closely with Lead Consultants without displacing their ownership of service delivery or operational governance.
- Attend Monthly Service Reviews and Quarterly Business Reviews where appropriate to gather strategic insight; facilitation and ownership remain with the Lead Consultant.
- Collaborate with GTM, Delivery, Solution Architects and Practice Leads to progress qualified opportunities and align them with 8Squad capability.
- Support the Head of CoE with portfolio planning, account prioritisation and growth initiatives.

Personal Attributes Required:

- Minimum five years' experience in Customer Success, Strategic Account Management, Account Management, Consulting or a related customer-facing role.
- Demonstrated success developing enterprise customer relationships and engaging executive stakeholders.
- Strong commercial acumen with experience identifying, qualifying and progressing growth opportunities.
- Strong understanding of professional services, consulting or managed services environments.
- Excellent written and verbal communication, presentation, influencing and facilitation skills.
- Ability to translate customer business priorities into clearly defined opportunities.
- Salesforce ecosystem knowledge and Centre of Excellence or managed services experience are highly desirable.

Apply now!

Location: Australia Wide

📌 Managed Services CSM (Melbourne)
🏢 8Squad
📍 Melbourne