This position is listed on behalf of a partner company, which manages all applications and next steps. Our partner is looking for a Senior Customer Success Manager – APAC based in Australia.

We are seeking an experienced Senior Customer Success Manager to drive long-term customer success, retention, and revenue growth across a strategic portfolio of mid-market and enterprise accounts in the Asia-Pacific region. In this remote role, you will act as a trusted advisor, helping customers achieve measurable business and technical outcomes through effective product adoption and value realization.

You will take ownership of net revenue retention, renewals, and expansion opportunities while proactively managing customer health and reducing churn. Working closely with Sales, Product, Engineering, Support, and Onboarding teams, you will deliver a seamless customer experience and champion customer needs across the organization. You will also contribute to the development of scalable Customer Success strategies, processes, and best practices as the business grows.

This is an opportunity to combine strategic account leadership, technical understanding, and commercial expertise within a collaborative, rapid-growing technology environment.

Accountabilities:

- Customer Portfolio Ownership: Manage a strategic portfolio of mid-market and enterprise customers, taking responsibility for net revenue retention (NRR), customer lifetime value (CLV), and long-term account health.
- Customer Success Planning: Develop and execute tailored customer success plans aligned with customer objectives, business priorities, and technical requirements. Define measurable outcomes and ensure customers consistently realize value from products and services.
- Onboarding and Product Adoption:



Guide customers through onboarding, implementation, adoption, and ongoing engagement. Identify opportunities to improve product utilization and ensure solutions support evolving customer needs.
- Executive Relationship Management: Build trusted relationships with senior customer stakeholders and decision-makers. Conduct regular strategic discussions to review progress, demonstrate business value, address challenges, and align on future priorities.
- Renewals and Revenue Expansion: Partner with Sales and Renewals teams to manage renewal cycles, identify expansion opportunities, and strengthen account growth. Drive commercial conversations based on demonstrated customer value, adoption, and business outcomes rather than transactional upselling.
- Churn Prevention and Risk Management: Proactively identify customer risks using engagement data, customer health indicators, and feedback. Develop clear mitigation plans, coordinate internal resources, and address potential issues before they affect retention.
- Data-Driven Decision-Making: Monitor customer health, adoption, retention, and engagement metrics to prioritize activities, guide account strategies, and improve the predictability of renewals and revenue outcomes.
- Customer Advocacy: Represent customer needs internally and collaborate with Product and Engineering teams to influence product improvements, resolve recurring challenges,



and align development priorities with customer requirements.
- Cross-Functional Collaboration: Coordinate with Onboarding, Support, Sales, Product, and Engineering teams to deliver a consistent, high-quality customer experience throughout the customer lifecycle.
- Customer Success Strategy and Process Development: Contribute to the creation and refinement of Customer Success playbooks, performance metrics, operating models, and scalable processes that strengthen the function as the organization grows.
- Mentorship and Team Development: Support and mentor junior Customer Success Managers, sharing best practices, account management expertise, and strategies for building strong customer relationships.

Requirements:

- Professional Experience: At least 5 years of experience in Customer Success, Account Management, or a related customer-facing role, preferably within a B2B SaaS or subscription-based business.
- Retention and Revenue Growth: Demonstrated success driving customer retention, renewals, expansion revenue, and long-term customer value. Comfortable taking ownership of commercial outcomes, including net revenue retention and account growth.
- Enterprise Account Management: Experience managing complex customer portfolios and engaging enterprise stakeholders, including senior executives and technical decision-makers.
- Strategic Customer Success: Ability to develop and execute customer success plans, establish measurable objectives, drive adoption, and demonstrate ongoing business value.
- Technical and Business Acumen: Strong ability to understand technical products and translate their capabilities into clear business benefits. Comfortable en

📌 Senior Customer Success Manager (Newcastle)
🏢 Jobgether
📍 Newcastle