Customer Success Manager

2 weeks ago

Sydney, New South Wales, Australia Govconnex Full time

Overview
Role: Customer Success Manager.
Location: Sydney CBD (Hybrid - 3 days/week in office).
Employment type: Full-time.
Reporting to: Head of Customer Success.
Responsibilities
Own customer outcomes: Be the strategic partner for a portfolio of GovConnex customers, ensuring they realise value and achieve quantifiable success.
Lead onboarding & training: Be the expert product advisor to new and existing customers, bridging customer needs with our technology solutions.
Enhance retention & growth: Identify expansion opportunities, mitigate churn risks and work cross-functionally to deepen product engagement.
Improve process & playbook development: Refine and scale customer success playbooks, frameworks and collateral.
Provide critical internal feedback: Articulate and amplify challenges and opportunities for customer value, process improvement and feature prioritisation.
Qualifications
2-4+ years in Customer Success, Account Management, or a related role at a SaaS or technology company.
Exceptional communication and collaboration skills, with the ability to set and manage expectations with customers and cross-functional teams.
Adept at handling and prioritising the needs of multiple customers effectively.
Self-starter with a bias for action, comfortable navigating fast-paced and ambiguous environments.
Familiarity with Australian political or government relations sectors (Desirable, but not required).
Why GovConnex
At GovConnex, we value curiosity, ambition, and a commitment to learning.
If you're excited about this role but don't meet every single requirement, we still encourage you to apply.
We welcome people from all backgrounds who are eager to grow and contribute.
Benefits
This role offers the chance to significantly impact our customer success function in a short period and shape critical processes.
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