Customer Success Manager

2 days ago

Sydney, New South Wales, Australia Maxwell Bond Full time $100,000 - $150,000 per year

Customer Success Manager

Location:
Sydney (Hybrid – 2-2 days per week in office)

Salary:
Base + Commission

We are seeking an experienced and commercially minded
Customer
Success Manager
to join a high-growth SaaS business. This is a pivotal role managing a smaller, high-value portfolio of accounts across Australia and Singapore, with a focus on deepening client partnerships, driving retention, and unlocking growth through upsell and cross-sell.

Unlike a pure account management role, this position requires confidence and commercial ownership the ability to go deep into each account, build tailored account plans, and spot opportunities that drive long-term revenue growth.

You'll inherit a book of business valued at c.Au$10m ARR covering 10-15 accounts, with a target growth rate of 5–7%. While renewals are part of the responsibility, success will also be measured by your ability to identify and deliver expansion opportunities across multiple product lines.

Key Responsibilities

  • Build and execute
    deep account plans
    to ensure long-term retention and expansion.
  • Own renewals, negotiations, and growth targets for your book of business.
  • Develop trusted advisor relationships with enterprise stakeholders, including C-level contacts.
  • Confidently lead client meetings and represent the business in-person (client facing is key).
  • Identify and close upsell and cross-sell opportunities, reducing reliance on the sales team.
  • Work closely with product, sales, and delivery teams to ensure seamless client experience.
  • Maintain clear and accurate CRM records to track pipeline, renewals, and growth.

What We're Looking For

  • 3+ years' experience
    in Customer Success, Account Management, or related client-facing roles.
  • Proven success managing enterprise FinTech SaaS accounts with significant ARR.
  • Commercially astute with strong negotiation and growth experience (upsell/cross-sell).
  • Comfortable managing a
    smaller, high-value portfolio
    (not high-volume).
  • Confident and proactive, able to work independently to drive growth.
  • Strong relationship-building skills with enterprise clients, ideally in financial services.
  • Flexible and comfortable working within a global team environment (e.g., collaborating across time zones).

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