Job Description
Azeus Systems Limitedis seeking an experienced Senior Customer Success Manager to join our growing Customer Success team in Australia, supporting Convene, our leading governance management software usedbyorganizationsacrossmore than 100 countries.
As a Senior Customer Success Manager, you will play a key role in helpingcustomersmaximizethevalue ofConvene,buildstrongand trusted relationships, andachievelong-term success.
You will manage a portfolio of Australian clients and work closely with senior stakeholders, including CEOs, Board members, Company Secretaries,governanceprofessionalsandexecutive teams.
This is acommercially focused, relationship-led rolewith responsibility for customer retention, renewals, adoption, accountgrowthand expansion opportunities.
You will also playan important rolein developing customer advocates through referrals, testimonials, casestudies,referencesandindustry opportunities.
The role is suited to someone who isproactive, commercially minded,highlyorganizedandconfidentengagingwith senior stakeholders.
Interstate travel will berequiredfrom time to time to meet clients, attend customer meetings, industryeventsand conferences.
Visitazeusconvene.comformore information.
Responsibilities
Report to the Regional Manager and Head of Global Customer Success.
Own the customer lifecycle from onboarding through torenewal,retentionandexpansion.
Manage a portfolio of assigned Australian client accounts, ensuring strong engagement, customersatisfaction,retentionandgrowth.
Maintain strong visibility of customer health, product usage, engagement, upcoming renewals,risksand growth opportunities.




Proactively engage with customers to understand their business and governance needs and provide guidance on best practices for using Convene.
Build andmaintaintrusted relationships with senior stakeholders, including CEOs, Board members, Company Secretaries,governanceprofessionalsandexecutive teams.
Identifyopportunitiesto increase product adoption, drive upsell and cross-sell, andexpand relationships acrosscustomerorganizations.
Develop customer advocatesandidentifyopportunitiesfor testimonials, case studies, referrals, references,speakingopportunitiesandother forms of customer advocacy.
Support new customers through onboarding and implementation, ensuring a smooth transition into ongoing Customer Success.
Capture and communicate customer feedback, insights and product requirements to Product, Marketing and Sales teams.
Develop account plans for key customers, including renewal strategy, stakeholder mapping,growthopportunitiesandrisk mitigation.
Maintainaccurateandup-to-date records of client interactions,activities,opportunitiesandaccount information in the CRM system.
Attend weekly and monthly meetings and provide regular updates on account status, customer engagement, renewals,risksand opportunities.




Travel interstate asrequiredfor customer meetings,events,conferencesandother business activities.
Qualifications & Experience
3+ years' experience in Customer Success, Account Management, Sales, ClientRelationshipManagementorarelatedrole.
Experience working in aSaaS environmentis preferred; experience in the technology or IT industry is an advantage.
Demonstrated experience managing a portfolio of customers and taking ownership ofretention,renewalsandaccount growth.
Solid commercial awareness and the ability toidentifyand develop upsell and cross-sell opportunities.
Experience engaging confidently with senior stakeholders anddecision-makers.
Strongorganizationalandaccount-managementskills, with the ability to manage multiplecustomers,prioritiesanddeadlines effectively.
Strong experience using CRM systems to manage customer relationships,activities,opportunitiesandaccount information.
Excellent written and verbal communication skills.
Aproactive,solutions-focused approach with a strong commitment to customer outcomes.
Ability to work independently while collaborating effectively with Sales, Marketing, Product and Customer Success teams.
Willingness to travel interstate asrequired.
Success in the Role Will Be Measured By
Customer retention and renewal rates
Net revenue retention and account growth
Customer adoption and engagement
Upsell and cross-sell revenue
Renewal performance and pipeline visibility
Customeradvocacy,referralsandcase studies
Customer satisfaction and Net Promoter Score (NPS)
Quality and accuracy of CRM data
Successful onboarding and transition of new customers into ongoing Customer Success

📌 Customer Success Manager (New South Wales)
🏢 Azeus Group
📍 New South Wales