Senior Customer Success Manager

Job Description

Location:Remote (Australia)

Travel:Required for customer engagement (up to 25%)

Experience Level:Senior (7+ years in Customer Success)

Reports to: Manager of Customer Success ANZ

Social Pinpoint is a leading global digital engagement company that develops software to help organisations manage their entire community and stakeholder engagement process, from initial discovery to final delivery. We serve government clients and organisations throughout the United States, Canada, Australia, New Zealand, and Europe.

Our products, Social Pinpoint and Consultation Manager aim to provide governments and consultants throughout the United States, Canada, Australia, New Zealand and Europe with the online tools they need to help their communities (people like you) have their say on projects that impact them and efficiently manage all ongoing interactions with stakeholders.

Role Overview

As a Senior Customer Success Manager, you will be the strategic partner to our most valued clients across the ANZ market. You'll drive adoption, retention, and expansion by aligning our solutions with customer goals, ensuring they derive maximum value from our platforms.

This role is ideal for a seasoned Senior CSM with a passion for public participation, stakeholder engagement, and digital transformation in government and regulated industries.

Job Requirements

Desired Experience

• 7+ years in Customer Success or Account Management in a SaaS environment.

• Proven success managing complex, multi-stakeholder accounts in sectors such as:

• Local Government

• Departments of Transport
• Utilities
• Renewable Energy
• Strong understanding of community engagement practices and stakeholder relationship management.
• Experience with CRM tools (e.g., Salesforce), customer health metrics, and success planning frameworks.
• Excellent communication, facilitation, and presentation skills.
• Ability to work independently in a remote-first environment while collaborating across global teams.

ANZ Market

• Familiarity with Australian and New Zealand regulatory environments and public sector procurement processes is highly desirable.
• Experience with projects involving NOPSEMA, state transport departments, or major infrastructure initiatives is a plus.

Bonus Points

• Experience with platforms like PublicInput, GoVocal, Borealis, Granicus, Zencity, or CivicPlus.
• Familiarity with IAP2 principles or other public participation frameworks.

Job Responsibilities

Key Responsibilities

• Strategic Account Management: Own a portfolio of high-value clients across local government, transport, utilities, and energy sectors. Build trusted relationships with senior stakeholders.
• Product Adoption:Drive successful adoption of Social Pinpoint and Consultation Manager through targeted training and enablement that drives early and sustained engagement.
• Value Realisation: Conduct regular strategic alignment sessions to ensure clients are achieving their engagement and compliance goals.
• Renewals & Expansion: Lead renewals, upsells, and cross-sells within existing accounts—identifying, progressing, and closing opportunities to grow customer value and revenue.
• Customer Voice :Champion customer feedback internally to influence product development and service improvements.
• Customer Advocacy:Build strong relationships that generate referrals and advocacy through testimonials, case studies, and introductions.
• Travel: Visit key clients for strategic reviews, workshops, and events (travel required within region).

Job Benefits

What We Offer

• Remote-first flexibility with a strong team culture.
• Competitive salary and performance-based incentives.
• Annual professional development allowance
• Annual health & wellness allowance
• Opportunity to shape the future of civic engagement technology.
• Travel opportunities to connect with clients and attend industry events.
• A mission-driven team passionate about public impact.

At Social Pinpoint, we believe that diversity drives success. We are an equal opportunity employer that provides a safe and supportive environment where everyone and anyone can grow. If you require any accommodations or adjustments to participate in the recruitment process, please let us know by including your request in your application.