Customer Success Manager

About Kadence

As a fast-paced, early-stage, venture capital-backed B2B SaaS company, we're looking for a motivated Customer Success Manager in Australia to help our customers thrive and drive the long-term success of our platform.

The ideal candidate will be relationship-driven, proactive, and passionate about ensuring customers see measurable value from Kadence. You'll work closely with our clients to understand their goals, embed our solutions into their workflows, and help them maximize their return on investment. In this role, you'll directly influence retention, growth, and advocacy—becoming a trusted partner to key stakeholders.

We are looking for someone who is empathetic, strategic, and thrives in a fast-moving startup environment. You should be confident building multi-threaded relationships, comfortable using data to tell a value story, and eager to grow alongside a scaling SaaS company shaping the future of work.

Your Responsibilities

• Champion Customer Success – Serve as the primary point of contact for your accounts, developing success roadmaps that align with each customer's unique objectives and KPIs.
• Drive Engagement – Encourage active usage of Kadence through personalized recommendations, activation initiatives, and targeted adoption campaigns.
• Strengthen Relationships – Build deep, trusted partnerships with executive sponsors, decision-makers, and day-to-day champions across the organization.
• Showcase Value – Use data and storytelling to highlight ROI, impact metrics, and ongoing value to your customers.
• Guide Onboarding – Lead smooth onboarding processes, ensuring quick time-to-value and a positive first impression of the platform.
• Protect and Grow Accounts – Manage renewals with a retention-first mindset while spotting opportunities for upsell, cross-sell, or expansion in partnership with sales.
• Host Strategic Check-ins – Facilitate regular meetings and business reviews to keep stakeholders aligned, engaged, and informed.
• Collaborate Cross-Functionally – Share feedback and insights with product, marketing, and support teams to influence improvements and new features.
• Anticipate Risk – Identify early signs of churn risk and take proactive steps to address issues before they escalate.

Key Metrics for Success

• Retention Performance – Maintain strong net and gross retention rates across your account portfolio.
• Adoption Growth – Increase platform usage and feature adoption quarter over quarter.
• Customer Health – Consistently improve customer health scores through proactive engagement and support.
• Value Delivered – Document and present measurable ROI to customers during business reviews.

• Expansion Opportunities – Identify and hand off qualified leads for upsell or cross-sell to sales.

• Customer Satisfaction – Achieve high CSAT/NPS scores through exceptional relationship management.

Your Skills and Experience

• Proven track record in customer success, account management, or a similar client-facing SaaS role.
• Strong consultative skills and ability to create compelling business cases.
• Experience managing renewals and driving revenue retention.
• Comfortable leading conversations with senior decision-makers.
• Excellent communication and relationship-building skills.
• Proficient in CRM tools (e.g., HubSpot, Salesforce) and success platforms.
• Data-driven mindset with experience using analytics to guide decisions.
• Self-motivated and adaptable in a fast-changing environment.

Your Benefits

• Remote work
• Competitive salary
• Equity stock options program
• Insurance benefits

By joining Kadence, you'll have the opportunity to be part of a fast-growing, early-stage, venture capital-backed company. This means you'll have access to resources, mentorship, and a network of experienced professionals who are committed to helping you succeed.

You'll also play a critical role in shaping the future of the company and making a real impact in the Future of Work.

We believe hybrid work will reshape the way the world works for the next century. We're so passionate about this that we've crafted the Hybrid Manifesto — please check it out before applying for the role.