Senior Client Success Manager

1 week ago

Sydney, New South Wales, Australia BruntWork Full time $104,000 - $130,878 per year

We are seeking a Senior Client Success Manager to drive account growth, manage high-level client relationships, and ensure BruntWork continues to deliver unmatched value. Beyond traditional client management, this is a hands-on role where you will be responsible for a portfolio of strategic clients and will also own and run a bi-monthly client webinar series.

The ideal candidate is a strategic thinker, a strong communicator, and a problem solver who can confidently engage with enterprise clients, roll up their sleeves to resolve issues, and ensure BruntWork's solutions deliver real impact. You'll spearhead a client-facing program that builds BruntWork's authority and strengthens our client community.

Key Responsibilities
Strategic Client Management & Growth

  • Manage a portfolio of strategic clients, acting as a trusted advisor to guide them in maximizing value from BruntWork.
  • Identify and execute upsell and cross-sell opportunities, positioning BruntWork's AI-driven tools (e.g., AI email assistants, sales coaching tools) and remote workforce solutions as high-value additions.
  • Clearly communicate the ROI of BruntWork's solutions, ensuring clients see tangible benefits.
  • Proactively identify risks and opportunities to improve client satisfaction, reduce churn, and drive revenue growth.
  • Report on account health, upsell opportunities, and retention metrics to leadership.
  • Client Engagement & Webinar Ownership
  • Act as a senior point of contact for VIP clients, stepping in for critical discussions, contract negotiations, and relationship management.
  • Address complex client escalations, working hands-on to resolve issues efficiently and maintain client trust.
  • Plan, organize, and execute a bi-monthly client webinar series, curating themes and securing relevant guest experts.
  • Coordinate logistics across CST and AEST time zones to maximize global accessibility.
  • Host or co-host webinars with a strong public presence and clear communication.
  • Drive post-event engagement, collect feedback, and facilitate content re-use for marketing.

Cross-functional Collaboration & Leadership

  • Work directly with clients and internal teams (Recruiting, Operations, IT, Product) to ensure smooth implementation of new solutions and services.
  • Serve as a resource and mentor for junior Client Success Managers, sharing best practices for client engagement and growth strategies.
  • Lead internal account review meetings, ensuring alignment on client needs and business objectives.
  • Present data-driven insights on client growth, service adoption, and expansion opportunities to leadership.

Measurable Success

Your performance will be measured by a combination of revenue-related and engagement-focused KPIs, including:

Client Management

  • Number of accounts moved from core to key to VIP.
  • Number of roles filled for clients.
  • Deal value of new business from your portfolio.

Client Engagement Activities

  • Number of webinars planned and executed per month/quarter.
  • Client attendance rate for each webinar.
  • Client satisfaction with both the solutions and the value-add content provided

Requirements

  • 7+ years of experience in Customer Success, Account Management, or a related client-facing role.
  • Experience in the Outsourcing or Recruitment industry is an advantage
  • Proven ability to build long-term client relationships and manage enterprise-level accounts.
  • Strong project management skills with the ability to take full ownership of initiatives.
  • Excellent verbal and written communication; confident in public-facing delivery.
  • Experience with webinar platforms (e.g., Zoom, Teams) and/or social media/other engagement tools is a plus, but not required.
  • Consultancy or strategic advisory experience is a strong plus.
  • Comfortable working across multiple time zones.
  • A self-starter who thrives in a fast-growth, high-performance environment.

What We Offer

  • The opportunity to lead both strategic client management and a high-visibility program.
  • Exposure to a global client base across 45+ countries.
  • Competitive compensation and growth opportunities in the world's fastest-growing outsourcing firm.
  • A flexible, remote-first culture with international collaboration.

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