The posting
This position is listed on behalf of a partner company, who manages all applications and next steps. Our partner is looking for a Lead Customer Success Manager, Strategic Accounts | ANZ based in Australia.
This is a senior customer success opportunity focused on managing a portfolio of high-value, enterprise-level customers across the ANZ market. You will own the post-sale customer experience, helping complex organizations achieve measurable outcomes while maximizing product adoption, retention, and growth. Managing approximately 35 strategic accounts and a portfolio of $5–6M+ ARR, you will build trusted relationships across multiple stakeholder levels. You will act as a strategic advisor to customers, combining consultative problem-solving, product expertise, and change management to address complex business challenges. Working closely with Sales, Marketing, Product, Contract Management, and executive teams, you will align internal resources around customer priorities and growth opportunities. The role offers significant autonomy and requires strong commercial judgment, executive communication, and the ability to navigate ambiguity and change. You will join a flexible, remote-first environment where customer advocacy, collaboration, learning, and measurable impact are highly valued.
Accountabilities
- Own the end-to-end customer experience for a portfolio of approximately 35 high-value, enterprise-level accounts, with a clear focus on retention, expansion, product adoption, and long-term customer success.
- Build and maintain deep, multi-threaded relationships across customer organizations, engaging stakeholders at multiple levels to understand business goals, use cases, challenges, and strategic priorities.
- Serve as a trusted strategic advisor, using consultative problem-solving and strong product knowledge to help customers achieve measurable business outcomes, identify new use cases, and maximize their return on investment.
- Develop and execute customer success plans that align customer objectives with adoption strategies, growth opportunities, risk mitigation, and measurable outcomes.
- Partner closely with Sales, Marketing, Product, Contract Management, and executive leadership to coordinate resources, resolve customer challenges, and identify opportunities for expansion.
- Create and deliver Executive Business Reviews, strategic presentations, and executive-level consultations that align stakeholders around priorities, business vision, adoption, and growth opportunities.
- Act as a strong customer advocate by developing adoption roadmaps, identifying technical and organizational barriers, and coordinating the resources required to overcome them.
- Proactively identify account risks and develop retention and renewal strategies, demonstrating resilience and persistence when progress is slow or customers encounter significant obstacles.
- Lead strategic initiatives and customer programs from planning through execution, ensuring initiatives remain aligned with desired outcomes and deliver measurable value.
- Travel onsite when required to deliver strategic consulting engagements, typically around two to three times per year.
- Contribute sustained and measurable impact to broader business initiatives, including program development, team growth, and people development.
- Demonstrated experience in customer success, strategic account management, account management, or strategic partnerships, ideally at a senior level within a SaaS environment.
- Proven experience working with large organizations, typically those with 200+ employees, and managing complex enterprise customer relationships.
- Experience managing a portfolio representing approximately $5–6M or more in ARR, revenue, or comparable commercial responsibility.
- Strong track record of improving customer outcomes through creative problem-solving, strategic consulting, change management, and effective customer engagement.
- Exceptional communication and relationship-building skills, with the ability to develop trusted relationships across multiple stakeholder groups and deliver compelling executive-level presentations.
- Demonstrated experience working directly with VP-level and C-suite decision-makers and influencing stakeholders across complex organizations.
- Strong understanding of customer risk management, account retention, renewals, adoption, and expansion strategies.
- Excellent project management capabilities, including the ability to plan, coordinate, and execute strategic customer initiatives involving multiple stakeholders.
- Autonomous and proactive approach, with the ability to identify challenges early, take ownership, and develop creative solutions collaboratively.
- Comfortable navigating organizational and customer change, ambiguity, setbacks, and evolving priorities.
- Strong commercial awareness and the ability to connect product adoption and customer outcomes to broader business value.
- Personal commitment to customer success, with a genuine interest in helping organizations achieve meaningful and measurable results.
- Ability to work effectively in a highly collaborative environment while maintaining ownership and accountability for a strategic portfolio.
- Competitive base salary, commission opportunities, and stock options.
- Remote-first flexibility, with the ability to work from home, an office, or through a hybrid arrangement anywhere in Australia.
- Flexible Time Off policy designed to support sustainable performance and work-life balance.
- Healthcare and wellness reimbursement programs.
- Structured onboarding and ongoing learning and development opportunities, including an annual education allowance.
- Primary and Secondary Caregiver Leave.
- Employee Resource Groups and inclusion programs designed to foster belonging and connection.
- Dedicated volunteering time to support causes and communities that matter to you.
- Opportunity to work with complex enterprise customers and directly influence retention, growth, and measurable business outcomes.
- Collaborative, growth-oriented environment with strong emphasis on customer advocacy, autonomy, adaptability, and continuous learning.
- Onsite strategic customer engagements and opportunities to build relationships with colleagues and customers through in-person collaboration.
- Recognized culture focused on meaningful work, employee growth, flexibility, and strong customer outcomes.
How Jobgether works:
We use an AI-powered matching process to ensure your application is reviewed quickly, objectively, and fairly against the role's core requirements. Our system identifies the top-fitting candidates, and this shortlist is then shared directly with the hiring company. The final decision and next steps (interviews, assessments) are managed by their internal team.
We appreciate your interest and wish you the best!
Why Apply Through Jobgether?
Data Privacy Notice: By submitting your application, you acknowledge that Jobgether will process your personal data to evaluate your candidacy and share relevant information with the hiring employer. This processing is based on legitimate interest and pre-contractual measures under applicable data protection laws (including GDPR). You may exercise your rights (access, rectification, erasure, objection) at any time.
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