Job Description
About Zensai
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We're Zensai, and we're on a mission to transform the way people work and grow.
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As the only Human Success Platform built specifically for Microsoft 365 and Teams, Zensai helps organizations improve learning, performance, engagement, and AI readiness through a single integrated platform. Today, more than 2,000 organizations and millions of users across 60+ countries rely on Zensai to help employees grow, perform, and succeed at work.
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As we enter the next phase of growth, we're strengthening our customer and revenue motion within our ANZ region, with a focus on helping existing customers realize more value, renew successfully, and grow with Zensai over time. This is an opportunity to join a company with strong momentum, a differentiated Microsoft-centric value proposition, and a clear path for growth.
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Why This Role Exists
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As a Customer Success Account Manager for ANZ at Zensai, you will own the customer relationship across adoption, value realization, renewal, retention, and account growth. This is a blended role that combines the trusted-advisor mindset of Customer Success, the commercial ownership of Account Management, and the discipline of a strong renewals motion.
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You will help customers get measurable value from Zensai, build strong relationships across stakeholder groups, identify risks and growth opportunities early, and guide accounts toward successful renewal and long-term expansion. You will be equally comfortable discussing customer outcomes, product adoption, business priorities, contract timing, renewal readiness, and commercial next steps.
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This role is especially important as we continue to grow in ANZ and build a more consistent, proactive approach to existing customer revenue. You will partner closely with Sales, Product, Marketing, Support, Customer and Technical Success, RevOps, and Finance to ensure customers have a seamless experience - from onboarding and adoption through renewal, expansion, and continued success.
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What You'll Do
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Own and manage a portfolio of ANZ customer accounts across the full post-sale lifecycle, including onboarding, adoption, engagement, renewal, retention, and expansion.
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Build trusted relationships with customer stakeholders, including day-to-day users, champions, decision-makers, procurement, and executive sponsors where appropriate.
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Lead regular customer check-ins, success conversations, and business reviews to understand customer goals, reinforce value, identify risks, and align Zensai to evolving business needs.
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Drive strong product adoption and value realization by helping customers connect their use cases to Zensai's Human Success Platform.
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Own renewal readiness for your portfolio, including monitoring renewal timelines, confirming subscription details, identifying risk, preparing customers for renewal conversations, and driving on-time closure.
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Lead commercial renewal conversations where appropriate, including pricing, term alignment, customer objections, paperwork follow-up, and coordination with internal stakeholders.
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Identify and develop upsell, cross-sell, user-growth, and product-expansion opportunities by using customer insight, usage data, stakeholder discovery, and business impact conversations.
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Maintain accurate account, contact, subscription, renewal, opportunity,



and next-step information in CRM to support clean forecasting and strong internal visibility.
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Use customer health signals, usage trends, support themes, stakeholder changes, and engagement patterns to proactively surface churn risk or expansion potential.
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Partner with internal teams - including Product, Support, Technical Success, Marketing, RevOps, Finance, and Sales - to resolve issues, support customer outcomes, and improve the customer experience.
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Act as the voice of the customer internally, sharing feedback, risks, product insights, and market themes that can help improve Zensai's offering and customer journey.
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Contribute to scalable customer success programs, including webinars, one-to-many engagement, playbooks, templates, and repeatable renewal or adoption motions.
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Typical Day in the Life:
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A typical day might include reviewing customer health, renewal timelines, usage trends, support themes, and CRM updates to prioritize where your attention is most needed.
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You may lead a customer success check-in or business review, helping stakeholders connect their goals to adoption progress, business outcomes, and next steps with Zensai.
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You could follow up on an upcoming renewal by confirming subscription details, aligning internal stakeholders, preparing the customer for the conversation, and addressing commercial questions or objections.
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You may work with internal teams to unblock a customer issue, coordinate an escalation, or keep an account moving toward a clear outcome.
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You might identify an expansion opportunity by spotting increased usage, new stakeholder needs, broader business priorities, or customer interest in additional Zensai capabilities.
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You will keep account records, renewal notes, opportunities, risks, and next steps current so internal teams have reliable visibility into customer status and forecast expectations.
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What Great Looks Like
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You balance customer empathy with commercial confidence - helping customers succeed while protecting and growing recurring revenue.
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You are proactive and organized, staying ahead of renewal dates, customer risks, stakeholder changes, and expansion signals.
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You know how to lead value-based conversations that connect customer goals, adoption, product usage, and business impact.
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You are comfortable navigating both success and commercial discussions, including renewals, pricing, terms, objections, escalations, and growth opportunities.
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You build strong relationships across multiple customer personas and know how to multi-thread beyond a single champion.
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You use data, CRM insights, customer feedback, and internal context to prioritize your time and make smart account decisions.
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You collaborate well cross-functionally and bring the right internal partners into customer conversations at the right time.
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You are calm, clear, and credible under pressure - especially when handling renewal risk,



customer dissatisfaction, or commercial pushback.
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You are accountable for follow-through and keep customers and internal teams aligned on clear next steps.
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You bring a growth mindset and are excited to help shape a more scalable, consistent ANZ customer lifecycle motion.
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What You Bring
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Required Experience
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5+ years in B2B SaaS Customer Success, Account Management, Relationship Management, Renewals, or a similar customer-facing commercial role.
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Proven ability to manage a customer portfolio with accountability for adoption, retention, renewals, and expansion.
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Experience leading or supporting renewal conversations, including contract timing, pricing discussions, stakeholder follow-up, negotiation, and commercial risk management.
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Strong commercial acumen, with the ability to identify upsell, cross-sell, user growth, and product expansion opportunities from customer conversations and usage insights.
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Ability to translate customer goals, adoption patterns, and business challenges into clear success plans, account strategies, and renewal narratives.
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Confidence working with CRM systems,
renewal/opportunity
records, customer health data, and forecasting inputs; Microsoft Dynamics 365 experience is a plus.
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Strong relationship-building skills across customer stakeholders, including champions, business owners, procurement, senior leaders, and internal partners.
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Excellent written and verbal communication skills, with the ability to simplify technical or commercial topics for different audiences.
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Experience working with Microsoft 365, Teams, SharePoint, HR technology, learning, engagement, or performance solutions is a solid plus.
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Proactive, accountable, and comfortable operating in a fast-paced environment where customer success, commercial ownership, and process discipline all matter.
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Why Join Zensai?
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Join a category-defining company at a pivotal growth stage.
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Represent a differentiated platform built for Microsoft 365 and Teams.
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Play a meaningful role in shaping the ANZ customer lifecycle motion across adoption, renewal, retention, and growth.
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Partner directly with experienced revenue and customer leaders committed to developing top performers.
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Be part of a culture focused on Human Success, accountability, innovation, and growth.
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Help shape the future of AI-enabled workforce development.
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The benefits!
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Work your way: We trust you to do your best work-wherever that happens. Home, office, or a mix. Early start or later mornings? You decide.
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Learning: 10% of your working time is dedicated to development. Built in, not squeezed in.
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Time off that lets you switch off: Enjoy 20 days of annual leave, plus 5 extra discretionary days on us each year, alongside public holidays and carers leave when life calls.
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Family comes first: We offer 6 months paid parental leave for mothers and 4 months for fathers and co-parents-real support when it matters.
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Super & security: We contribute 12% to your superannuation, helping you build long-term financial stability, plus workers compensation coverage.
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Setup & connection: $1,000 AUD to get your home office right, plus weekly team lunches (or a monthly lunch if you're remote) and regular social events.

📌 Customer Success Account Manager (Victoria)
🏢 Zensai
📍 Victoria