Job Description

BaseUp | Sydney | $130k+ (based on experience)+ bonus + perks n

At BaseUp, we’re redefining how commercial landlords and enterprise organisations manage parking across their portfolios. We partner with some of Australia’s largest property owners and enterprise clients to deliver seamless, technology-led parking experiences. We’re solving real, everyday problems with a product that genuinely works—and customers feel the impact from day one.

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As we continue to grow, we’re looking for a Senior Customer Success Manager to take ownership of our key customers and play a pivotal role in their long-term success.

About the Role n

This is a senior, customer-facing role designed for someone who can confidently lead key accounts from initial rollout through to long-term success.

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You will be the partner and point of accountability for key customers—overseeing projects, building relationships, and ensuring every deployment and ongoing engagement delivers measurable value.

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This role blends enterprise customer success, account management, project management, and strategic advisory. You’ll guide customers through project launches, manage cross-functional delivery, anticipate risks, and help customers realise the full commercial and operational impact of BaseUp.

What you’ll do: n

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- Build and expand client relationships, becoming a trusted advisor to property and enterprise teams.
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- Own ongoing customer success—driving adoption, retention and upsell through structured success plans, regular stakeholder touchpoints, and strategic product recommendations.
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- Drive successful renewals by identifying churn risks, engaging the right internal and client stakeholders, and partnering with growth to secure on-time renewals while protecting or growing account revenue.
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- Oversee end-to-end customer rollouts, partnering with internal teams and client stakeholders — from operations through to executives.
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- Partner with support when necessary to resolve critical customer challenges, connect the dots across the business, and advocate for customer needs — knowing when to elevate.
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- Document processes, insights, and account plans to keep the wider business aligned and customer outcomes consistent.
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This role reports directly to the Head of Growth and is measured by customer satisfaction, retention, upsell, and successful delivery of key rollouts.

About You n

You’re a seasoned Customer Success leader who thrives on solving problems for key customers and enjoys being the person clients rely on.

You bring: n

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- 6+ years’ experience managing enterprise customers within a B2B SaaS environment.
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- A proven track record in customer retention, upsell, and stakeholder management.
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- Strong project management skills, with experience running sophisticated, multi-phase deployments or change-management initiatives.
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- Exceptional communication skills, with the ability to influence stakeholders, lead workshops, and craft polished customer-facing materials.
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- A proactive, ownership-driven approach—able to zoom out to strategy while executing the details flawlessly.
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- A collaborative working style that builds trust internally and externally.
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- Experience in proptech, real estate, or working with commercial landlords and enterprise property teams would be a strong bonus.
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If you're someone who brings structure, clarity, and confidence to your work while creating meaningful outcomes for enterprise customers, you'll thrive here.

Why Join BaseUp? n

This is an chance to join a high-growth SaaS company at a pivotal moment—working directly with some of Australia’s most prominent enterprise customers.

We offer: n

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- $130k+ (based on experience) + bonus + perks.
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- Six weeks of annual leave.
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- Hybrid work, with a beautiful Sydney CBD office near Wynyard, plus WFH flexibility.
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- Flexible Friday policy.
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- Free gym membership and wellness perks.
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- A fun, supportive, ambitious team that cares deeply about quality and impact.
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- Real career progression as we scale nationally and internationally.
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At BaseUp, we’re a team of high achievers who value ownership, collaboration, and delivering work we’re proud of. If you’re ready to step into a senior role with visibility, influence, and the opportunity to shape customer success at a rapidly scaling company, we’d love to meet you.

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📌 Senior Customer Success Manager (Sydney)
🏢 BaseUp Technologies
📍 Sydney