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Customer Success Manager

1 month ago

Sydney, New South Wales, Australia Aquent Australia Full time

$660 per day + super PLUS additional leave included in total package (equivalent to circa 160K + super)

Hybrid work setup: 3 days in Sydney CBD office, 2 days WFH

Our client is a Global SaaS Tech company who are transforming their Customer Success function from a cost centre to a value driver. The Customer Success function plays a pivotal role in driving retention and monetisation through the delivery of exceptional customer experiences that build confidence at every touchpoint. This cultural shift moves from traditional contact centre indicators to delivering what matters to customers and harnessing the power of their ecosystem of products and services to increase ARPC and LTV.

Client Description

We're seeking a Customer Growth & Retention Lead – APAC to lead initiatives that deliver impact at scale. This is a unique opportunity to design, implement, and optimise 1:many programs that drive onboarding, expansion, monetisation, and retention across our APAC customer base.

  • Lead digital and human-led strategies to convert trials, retain customers, and increase lifetime value.
  • Use data and insights to continuously optimise onboarding, lead generation, saves, and AI-powered upsell strategies.
  • Collaborate with internal stakeholders and global counterparts in the US and UK to share success and align to global strategy.
  • Partner with design, operations, and delivery teams to create playbooks and implement at pace.
  • Be accountable for hitting key growth and retention targets for the APAC region.
Other Requirements

You're a commercially-minded strategist who thrives in a fast-moving SaaS environment. You're customer-obsessed, data-driven, and love experimenting to find smarter, scalable solutions. You're confident leading cross-functional programs and translating insights into action.

We're looking for someone with:

- 4+ years in Customer Success, Growth, or similar roles — ideally in SaaS

- 3+ years experience driving retention and monetisation initiatives

- A track record of exceeding commercial targets in a 1:many model

- Strong communication and influencing skills

- Passion for experimentation, optimisation, and operational excellence

Apply now if you would like to join this exciting journey as we reshape Customer Success into a growth powerhouse — and help millions of small businesses thrive.

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