Senior Customer Success Manager
The Senior Customer Success Manager will advise enterprise customers on scaling automation and AI workflows, translating executive strategy into measurable outcomes and practical adoption. The role requires 8+ years in customer success or related post-sales leadership, executive relationship management, commercial acumen, and technical fluency in APIs and integrations.
About the job
Responsibilities
- Act as a strategic advisor to senior customer stakeholders, helping organisations define, operationalise, and scale intelligent workflow, automation, and AI strategies.
- Lead consultative customer engagements focused on business transformation, workflow maturity, governance, operational efficiency, and AI adoption.
- Lead executive-level Success Planning and Verified Outcomes, translating customer objectives into measurable business outcomes and long-term strategic value.
- Partner with executive stakeholders, customer builders, Customer Success Engineers, and technical teams to connect platform capabilities with organisational priorities and measurable outcomes.
- Lead Executive Business Reviews aligning customer outcomes, product adoption, roadmap priorities, and commercial growth opportunities.
- Identify expansion opportunities across Security, IT, Engineering, Operations, and other enterprise functions.
- Partner with Sales on expansion strategies and commercial growth across strategic accounts.
- Drive complex renewals and expansion strategies through commercial acumen, executive alignment, and customer value realisation.
- Orchestrate cross-functional teams through complex customer situations, removing barriers and maintaining executive confidence.
- Work with Customer Success Engineers and customer builders to translate executive strategy into practical execution and remove technical and operational barriers.
- Help shape customer engagement strategy, customer maturity, and long-term market development across ANZ.
- Influence Customer Success evolution through customer insight, scalable engagement models, Success Planning practices, and field leadership.
- Provide customer feedback and market insight to Product and Engineering teams.
- Identify patterns, operational friction, and customer maturity gaps, influencing scalable solutions.
- Mentor and elevate peers through coaching, field leadership, and thought partnership.
- Operate autonomously in ambiguous, fast-moving environments.
Requirements
- 8+ years of experience in Customer Success, Strategic Account Management, Solutions Consulting, Technical Account Management, or other post-sales leadership roles within SaaS or enterprise technology.
- Experience managing complex enterprise customers and building trusted executive relationships.
- Success leading executive Success Planning, customer transformation initiatives, and measurable business outcomes.
- Experience driving customer adoption, expansion, organisational change, and long-term value realisation.
- Strong consultative skills connecting technical capabilities to business strategy and operational transformation.
- Ability to move between executive strategy and hands-on customer execution.
- Ability to influence executive and technical audiences, translating between senior leaders, customer builders, and technical teams.
- Strong commercial acumen, including expansion strategies, renewals, and long-term customer growth.
- Experience in high-growth organisations and comfort with ambiguity.
- Curiosity about automation, AI, intelligent workflows, and technology-enabled organisational transformation.
- Understanding of APIs, integrations, and technical workflow concepts.
- A builder’s mindset and willingness to engage hands-on with customer challenges.
Skills
Customer Success, Strategic Account Management, Solutions Consulting, Technical Account Management, SaaS, Success Planning, Customer Transformation, Organisational Change, APIs, Integrations, Automation, Artificial Intelligence, Intelligent Workflows, Executive Business Reviews, Renewals
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