Protect what matters.
Ensure customers realise lasting value from preservation, security, digitisation, and lifecycle solutions.Base: AUD $90k-$110k + super | Variable: *****% of base | Full-time | Sydney, NSWAbout usSome things, once lost, can never be recovered.At Preferred Media, we believe media and information assets are more than data carriers.
They're culture, history, evidence, and memory - and once gone, they can't be replaced.For over 40 years, we have helped government, enterprise, and cultural organisations preserve, digitise, secure, and manage vital assets across their entire lifecycle.
From priceless archives to highly sensitive records, our mission is clear: remove the risk of loss, degradation, or inaccessibility before it becomes irreversible.We're Australia's fastest and most sustainable archiving and warehousing solution - delivered from sovereign Australian facilities by our local team.About the jobThis is purpose-led customer partnership with real-world impact that outlasts all of us.You'll own the post-sale relationship for a portfolio of medium to large enterprise accounts - from onboarding and adoption through to renewal and expansion.
You'll operate as a trusted advisor, aligning customer stakeholders and internal teams around secure, compliant, long-term preservation outcomes.You'll also help shape how Customer Success works at Preferred Media as the function grows.In this role you'll:Own the post-sale lifecycle for a portfolio of enterprise accounts: onboarding, adoption, renewal, and expansionLead onboarding and implementation, coordinating technical and operations teams to deliver on scope and timelinesBuild and maintain customer success plans aligned to governance, compliance, preservation, security,



and information lifecycle objectivesIdentify and progress expansion opportunities where customers will benefit from additional capabilityMonitor customer health - proactively surface risks and close value gapsRun regular check-ins and business reviews, sharing insights, outcomes, and roadmap updatesPartner with sales and leadership on renewals, contract changes, and strategic account planningBuild repeatable CS rhythms - playbooks, QBRs, health scoring, and KPIs - as the function scalesBe the voice of the customer: feed insights and requirements into product and delivery teamsSkills and experience5+ years in a B2B customer-facing role: Customer Success, Account Management, or ImplementationExperience supporting medium to large organisations in regulated or mission-critical environments (government, education, broadcasters, cultural institutions, NFP)Solid relationship skills across executive, operational, and technical stakeholdersProven capability across onboarding, adoption, renewals, and expansion motionsComfortable with technical concepts: storage and archiving, secure and air-gapped environments, digitisation and cataloguing, information lifecycle managementHighly organised, proactive, and able to manage multiple customers and initiatives simultaneouslyPurpose-driven work:What you protect genuinely matters - permanentlyLong-term impact:Multi-year customer outcomes, not transactional supportBuild with us:Help shape playbooks, tooling, and best practice as Customer Success scalesCollaborative culture:Sales, product, engineering, and operations working as one teamSustainability:Our LTO-based solutions produce 97% less carbon than alternative technologiesCompetitive compensation:Base AUD $90k-$110k + super | Variable: *****% of base
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📌 Enterprise Customer Success Manager (Sydney)
🏢 Preferred Media
📍 Sydney