Customer Success Manager

5 days ago

Greater Melbourne Area, Australia VendorPanel: a Unimarket company Full time

About Us
Unimarket are an award-winning SaaS technology specialising in Source-to-Pay (S2P) software solutions and used by medium and large corporate organisations as well as local and state government. Our clients are in Australia, Canada New Zealand, and the US.

Our mission is to empower organisations to streamline procurement processes, improve supplier relationships, and unlock strategic value through technology. We work with clients across diverse industries, delivering innovative and efficient solutions that make procurement smarter, faster, and more transparent.

We are a people-centric culture and offer a family friendly work environment and the opportunity to take your career to the next level

About The Role
We are seeking an experienced
*Customer Success Manager*
to join our dynamic team. The ideal candidate will have demonstrated experience in a customer success, account management, or client-facing role within SaaS or enterprise software.

At the heart of our company strategy is a
*reputation for amazing service and easy-to-use products.*
This role will be instrumental in carrying that forward, ensuring every client experiences both the value of our platform and the quality of our service. You will act as the trusted partner to our clients, helping them achieve their strategic goals through our software while nurturing long-term, successful relationships.

This role requires a confident communicator who thrives on building rapport and navigating challenging scenarios with professionalism. You will play a pivotal role in driving customer adoption, retention, and growth, while representing the customer's voice internally to help shape product and service improvements.

What You'll Do

  • Serve as the primary point of contact for a portfolio of clients, ensuring their needs are met and exceeded
  • Support onboarding handover, and drive adoption and value realisation of our Source-to-Pay platform.
  • Proactively monitor customer health, identify risks, and create tailored success plans
  • Manage escalations with confidence, resolving challenges while maintaining strong relationships
  • Collaborate with cross-functional teams (Product, Support, Sales, Implementation) to advocate for customer needs and deliver continuous improvement
  • Facilitate regular business reviews to highlight value delivered and uncover growth opportunities
  • Develop long-term relationships with senior stakeholders to ensure strategic alignment and partnership

About You

  • 5+ years' experience in Customer Success, Account Management, or related client-facing role within SaaS or enterprise software
  • Proven ability to engage and influence senior stakeholders (CFO, COO, Procurement Leaders), building trusted partnerships.
  • Skilled at navigating escalations, balancing advocacy for the client with company priorities
  • Organised and proactive, able to manage a portfolio with varying complexity while working independently in a distributed team
  • Experience in procurement, Source-to-Pay, or ERP software (highly desirable but not essential)
  • Ability to work independently in a remote setting while staying highly collaborative with a distributed team

What's on offer

  • Competitive salary plus variable bonus structure
  • Fully remote role with flexibility and autonomy
  • Enhanced parental leave policies
  • Flexible holiday swaps plus an additional day off for your birthday
  • Team volunteer days
  • Once off home office subsidy to ensure a productive working environment
  • Opportunity to join a growing SaaS company at an exciting stage of expansion
  • A supportive, innovative culture where your input is valued and your growth encouraged

A note to our applicants

We Welcome Applications From People Of All Backgrounds And Encourage Candidates From Marginalized Communities To Apply. If You Need Adjustments During The Interview Process, Please Let Us Know — We'll Do Our Best To Support You. Please Note

  • You must have the legal right to work in Australia.
  • A police record check will be required as part of the process.

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