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Customer Success Manager

1 month ago

Sydney, New South Wales, Australia Pulse Recruitment Full time
Customer Success Manager
Location: Sydney
Industry: IT Research & Advisory, Enterprise Client Management

Manage and grow a $1M book of business across enterprise and government clients. Ideal for someone with a consulting, project delivery, or strategic Customer Success background. The ideal candidate will have either junior consulting experience or a more traditional Account Manager or Customer Success Manager background.

About the Role

As a Customer Success Manager, you'll build executive relationships, lead strategic renewals, and ensure every client extracts ongoing value from the company's research, events, and advisory. This is not a traditional customer success role but rather a client-facing, insight-driven engagement model.

Key Facts About the Role

- Portfolio Size: $700K to $1M
- Retention Focus: 80%+ retention rate target
- Client Mix: Enterprise, mid-market, and government
- Commission: 7.5% on renewals, 10% on uplift, up to 3% stacked incentives
- Support: Strong onboarding with cross-functional support from Research and Sales

Key Responsibilities

- Own client relationships and lead all renewal and value conversations
- Deliver strategic insights and maintain executive alignment
- Identify upsell opportunities and co-own them with sales
- Track performance, forecast renewals, and ensure consistent delivery value

Ideal Skills and Experience

- Background in consulting, project management, or strategic customer success
- Able to manage high-value accounts and complex stakeholder groups
- Excellent presentation and communication skills
- Comfortable engaging senior decision-makers and influencing outcomes

Soft Skills

- Proactive problem solver who thinks strategically
- Strong business acumen and customer empathy
- Detail-oriented with strong follow-through

Career Progression

My client is scaling rapidly, offering multiple growth paths across client services, account management, and leadership roles.

Compensation & Benefits

- Base Salary: Circa $100K + Super
- OTE: Circa $142K depending on target
- Hybrid Work: 3 days in office, 2 WFH
- Stepping into an established book of business

Application Process

1. Meet with Sales Manager and top-performing CVP
2. Meet with Head of Strategy & Growth
3. Deliver a 20-minute presentation to the leadership team

Be the strategic partner clients trust. Apply today.
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