Strategic Customer Success Manager

1 week ago

Sydney, New South Wales, Australia Sales Recruit Partners Pty Ltd Full time

Strategic Customer Success Manager


The Customer Success Management team (CSM) sits within Customer Experience, which also includes Renewals, Customer Education, Solutions Consultants and Support teams.

CSM works with our Enterprise-licensed customers to help them collaborate and innovate continuously, resulting in high retention and expansion rates.


Our company is growing its Customer Success organisation We are looking for customer-centric individuals to join us to work with our new vertical built to partner with Professional Service Providers.

A Strategic Customer Success Manager has many responsibilities - from on boarding Enterprise clients and setting them up for success to deepening relationships with our existing customers and growing the value they get through partnering.


You will impact our customers immensely by helping them to realise their visual collaboration objectives by building relationships with each Enterprise customer from their first day with us.

You will understand our customer's needs and proactively identify ways in which they can interact our company to achieve their goals

About our Client:

We are an online, visual collaboration platform designed to unlock creativity and accelerate innovation among teams of all kinds. The platform's infinite canvas enables teams to lead engaging workshops and meetings, design products, brainstorm ideas, and more. Headquartered in Sydney, serves more than 45M users worldwide, including 99% of the Fortune 100. Was founded in 2011 and currently has more than 1,500 employees in 12 hubs around the world.

About the Position:

The Strategic Customer Success Manager will:

  • Oversee a portfolio of roughly 20 Professional Services Providers
  • Improve customer retention metrics
  • Become the product expert and use this knowledge to guide customers towards their desired outcomes for working in hybrid strategies
  • Drive product adoption and usage by onboarding new customers and new teams working closely with the Solutions Consultants team
  • Identify, track, and improve the health status of each of your customers
  • Make sure that customers get maximum value and give them insight into this through hightouch engagements
  • Develop standard methodologies for customer growth/renewal to ensure ongoing customer success
  • Perform ongoing customer engagements to demonstrate value and measure business outcomes (monthly meetings, QBRs, frequent Clevel meetings, etc)
  • 35 years experience in working as senior/strategic consultant at a professional service organization
  • Proven experience working with large Enterprise customers
  • Proven experience working with and influencing key decision makers (VP level and above decision makers)
  • Demonstrable experience working on complex, crossfunctional projects
  • Be a quick learner and have the ability to collaborate in a constantly evolving scaleup environment
  • Have proactive and collaborative mentality and excellent time management skills, ability to handle multiple accounts & assignments simultaneously
  • Experience or high curiosity about the SaaS space

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