Senior Customer Success Manager

Azeus Systems Limited is seeking an experienced Senior Customer Success Manager to join our growing Customer Success team in Australia, supporting Convene, our leading governance management software used by organizations across more than 100 countries.

As a Senior Customer Success Manager, you will play a key role in helping customers maximize the value of Convene, build strong and trusted relationships, and achieve long-term success. You will manage a portfolio of Australian clients and work closely with senior stakeholders, including CEOs, Board members, Company Secretaries, governance professionals and executive teams.

This is a commercially focused, relationship-led role with responsibility for customer retention, renewals, adoption, account growth and expansion opportunities. You will also play an important role in developing customer advocates through referrals, testimonials, case studies, references and industry opportunities.

The role is suited to someone who is proactive, commercially minded, highly organized and confident engaging with senior stakeholders. Interstate travel will be required from time to time to meet clients, attend customer meetings, industry events and conferences.

Visit azeusconvene.com for more information.

Responsibilities

• Report to the Regional Manager and Head of Global Customer Success.
• Own the customer lifecycle from onboarding through to renewal, retention and expansion.
• Manage a portfolio of assigned Australian client accounts, ensuring strong engagement, customer satisfaction, retention and growth.
• Maintain strong visibility of customer health, product usage, engagement, upcoming renewals, risks and growth opportunities.
• Proactively engage with customers to understand their business and governance needs and provide guidance on best practices for using Convene.
• Build and maintain trusted relationships with senior stakeholders, including CEOs, Board members, Company Secretaries, governance professionals and executive teams.
• Identify opportunities to increase product adoption, drive upsell and cross-sell, and expand relationships across customer organizations.
• Develop customer advocates and identify opportunities for testimonials, case studies, referrals, references, speaking opportunities and other 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, growth opportunities and risk mitigation.
• Maintain accurate and up-to-date records of client interactions, activities, opportunities and account information in the CRM system.
• Attend weekly and monthly meetings and provide regular updates on account status, customer engagement, renewals, risks and opportunities.
• Travel interstate as required for customer meetings, events, conferences and other business activities.

Qualifications & Experience

• 3+ years' experience in Customer Success, Account Management, Sales, Client Relationship Management or a related role.
• Experience working in a SaaS environment is preferred; experience in the technology or IT industry is an advantage.
• Demonstrated experience managing a portfolio of customers and taking ownership of retention, renewals and account growth.
• Strong commercial awareness and the ability to identify and develop upsell and cross-sell opportunities.
• Experience engaging confidently with senior stakeholders and decision-makers.
• Strong organizational and account-management skills, with the ability to manage multiple customers, priorities and deadlines effectively.
• Strong experience using CRM systems to manage customer relationships, activities, opportunities and account information.
• Excellent written and verbal communication skills.
• A proactive, 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 as required.
  

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
• Customer advocacy, referrals and case 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