Customer Success Manager

2 weeks ago

Sydney, New South Wales, Australia Ignite Search Partners Full time

Customer Success Manager – SaaS

Sydney - Hybrid

Ignite Search Partners is working with an international fast-scaling SaaS business. With strong international expansion across APAC, the business delivers enterprise-grade software solutions that are transforming legal workflows and document review.

They are now looking to hire a Customer Success Manager to join their Australian team in Sydney. You'll play a pivotal role in managing the full post-sales relationship from onboarding to renewal, upsell and customer advocacy, acting as the voice of the customer internally.

Key Responsibilities

  • Develop and foster an excellent customer experience across the full product suite
  • Manage the transition from pre-sales to post-sales, working closely with Sales and Product teams to deliver the customer's vision
  • Oversee onboarding, implementation, and ongoing customer success engagements
  • Build strong customer relationships by aligning product capabilities with business needs
  • Establish and execute proactive deployment, transition, and user adoption strategies
  • Collaborate with Sales to embed the solution into the customer's day-to-day operations and expand usage across regions, teams or new use cases
  • Serve as the customer's internal advocate, working cross-functionally with Product, Support and Engineering teams to escalate and resolve issues
  • Identify opportunities for growth via upsell/cross-sell and ensure renewal success through user engagement
  • Analyse customer usage and engagement data to improve onboarding and drive adoption
  • Deliver product demonstrations and support enablement sessions
  • Evaluate and enhance onboarding, training, and tutorial content
  • Regular domestic and international travel to meet clients and strengthen relationships

Qualifications & Experience

  • Bachelor's or Master's degree in a scientific, analytical or related discipline
  • Highly organised, with the ability to manage multiple accounts and competing priorities
  • Strong communication skills, both written and verbal, with an articulate, confident, and professional manner
  • A proactive, problem-solving mindset and genuine passion for delivering excellent customer outcomes
  • Strong presentation and interpersonal skills; able to engage stakeholders of varying seniority and technical understanding
  • Experience working with enterprise software/SaaS platforms is preferred
  • Ability to thrive in a fast-paced, client-facing environment with multiple deadlines and evolving product development

Application Process:

Qualified candidates are encouraged to submit their CV along with details of their certifications and key project experience.

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