Manager, Customer Success
RMS Cloud · Melbourne, Australia ·
- Work mode
- Hybrid
- Seniority
- Lead
- Category
- Customer success
- Experience
- 2+ years
The Manager, Customer Success is a dual-accountability role: they lead a team of Customer Success Managers (CSMs) across APAC while also carrying their own separate portfolio of strategic and key accounts. They are accountable for the performance, development, and culture of their team, and for delivering strong customer outcomes across both their direct accounts and the team's broader book of business.
This requires the ability to hold a high-performance bar while genuinely investing in each person's growth, to manage their own customer relationships at an executive level, and to coach CSMs through complex situations while maintaining a function-level portfolio view. The balance between doing and leading is a defining feature of this role.
As AI continues to reshape how customer success work gets done, this role is expected to actively lead the team's adoption of AI-enabled tools and workflows, modelling how technology multiplies the team's impact while preserving the relationship quality that defines great customer partnerships.
Growth and Progression
You will have the chance to expand your scope, develop new skills, and progress your career as the business scales.
Ownership and Autonomy
You are trusted to own your work and make decisions. We value accountability, initiative, and people who take pride in delivering outcomes.
Work That Matters
Your work will have visible impact. You will contribute to meaningful initiatives that shape how our platform evolves and how customers succeed.
Exposure to AI and Modern Ways of Working
We actively invest in AI-enabled capabilities and smarter ways of working, giving you the opportunity to learn, adapt, and build skills that matter for the future.
Flexible, Hybrid Working
We support flexible ways of working, balancing focus time at home with collaboration and connection when working together in person.
Inclusive and Supportive Culture
We are collaborative, down-to-earth, and supportive. Diverse perspectives are welcomed, ideas are encouraged, and people are treated with respect
This requires the ability to hold a high-performance bar while genuinely investing in each person's growth, to manage their own customer relationships at an executive level, and to coach CSMs through complex situations while maintaining a function-level portfolio view. The balance between doing and leading is a defining feature of this role.
As AI continues to reshape how customer success work gets done, this role is expected to actively lead the team's adoption of AI-enabled tools and workflows, modelling how technology multiplies the team's impact while preserving the relationship quality that defines great customer partnerships.
- Lead a team of Customer Success Managers (CSMs) while also owning your own portfolio of strategic and key accounts — a true player-coach role.
- Build a high-performing, engaged team through coaching, clear development plans, and hands-on feedback.
- Manage executive-level relationships directly with your own accounts, owning success planning, QBRs, renewals, and expansion.
- Maintain oversight of the team's full book of business — setting health-score thresholds, supporting complex escalations, and driving GRR/NRR targets.
- Design and own expansion and retention playbooks that the broader team executes.
- Champion the team's adoption of AI-enabled tools — from health scoring to scaled customer engagement — while maintaining the relationship quality that defines great customer partnerships.
- Run a disciplined operating cadence (daily/weekly/quarterly) and deliver regular performance reporting to the Head of Customer Success.
- Partner cross-functionally with Sales, Product, and Marketing to represent the voice of the customer.
Responsibilities
- Lead and develop a team of Customer Success Managers, with a coaching mindset and structured individual development plans for each CSM.
- Manage performance with clarity — setting expectations, giving timely feedback, and addressing underperformance directly.
- Carry your own separate portfolio of strategic and key accounts, owning executive-level relationships, QBRs, renewals, and expansion.
- Identify and progress expansion and upsell opportunities within your own portfolio, partnering with Sales where needed.
- Maintain visibility across the team's full book of business, setting health-score thresholds and at-risk classification rules.
- Support CSMs on complex escalations and high-stakes renewal conversations, acting as executive sponsor where needed.
- Own GRR and NRR targets for the team, including the churn-prediction framework and retention playbooks.
- Design multi-product expansion plays and own complex, multi-year, multi-property renewal and expansion deals.
- Run a disciplined operating cadence (daily/weekly/quarterly) and set CRM/CS-system data standards across the team.
- Deliver regular performance reporting — retention, churn, NPS, adoption, expansion — to the Head of Customer Success.
- Champion the team's adoption of AI-enabled tools, from health scoring to scaled digital engagement, while ensuring responsible and ethical use.
- Lead cross-functional initiatives with Sales, Product, and Marketing, representing the voice of the customer in strategic conversations.
Requirements
- Bachelor's degree in Business, Marketing, Communications, or a related field.
- 5+ years in customer success, account management, or a related customer-facing role within B2B SaaS.
- 2+ years in a people leadership or team lead role, with a track record of developing and managing CSMs.
- Proven experience delivering retention and growth outcomes — GRR, NRR, and expansion — across a managed portfolio.
- Experience managing executive-level relationships in enterprise SaaS, including complex multi-product/multi-year deals.
- Familiarity with CRM and CS platforms (HubSpot preferred), NPS tools, and health/analytics dashboards.
- Hands-on experience using AI tools in a CS or operational context (drafting, health scoring, data analysis, or scaled engagement).
- Strong commercial acumen, analytical mindset, and clear, direct communication style.
- Understanding of PMS solutions or hospitality processes is a plus — we'll support the right candidate in building this knowledge.
Benefits
Why RMS?Growth and Progression
You will have the chance to expand your scope, develop new skills, and progress your career as the business scales.
Ownership and Autonomy
You are trusted to own your work and make decisions. We value accountability, initiative, and people who take pride in delivering outcomes.
Work That Matters
Your work will have visible impact. You will contribute to meaningful initiatives that shape how our platform evolves and how customers succeed.
Exposure to AI and Modern Ways of Working
We actively invest in AI-enabled capabilities and smarter ways of working, giving you the opportunity to learn, adapt, and build skills that matter for the future.
Flexible, Hybrid Working
We support flexible ways of working, balancing focus time at home with collaboration and connection when working together in person.
Inclusive and Supportive Culture
We are collaborative, down-to-earth, and supportive. Diverse perspectives are welcomed, ideas are encouraged, and people are treated with respect