Client Success Manager

Circular Economy Systems; Sydney; In loco; AUD 110.000 - 160.000; Tempo pieno

Descrizione del lavoro

Circular Economy Systems is seeking a Client Success Manager to own a portfolio of strategic client relationships from onboarding through renewal, ensuring strong account health, client satisfaction, and long-term retention. You’ll collaborate with Service Centre, Product and Delivery to deliver a consistent client experience and proactive issue resolution.

The candidate will have 6+ years in client success or related roles, experience with senior stakeholders and C-suite, and a background in

Competenze

• 6+ years in Client Success, Account Management, or related roles.
• Experience managing senior stakeholders and C-suite relationships.
• Background in SaaS, technology, consulting, or agencies.
• Strong commercial awareness balancing client needs and business outcomes.
• Experience leading strategic technology or software engagements.

Mansioni

• Manage a portfolio of strategic client accounts from onboarding through renewal.
• Develop and drive Strategic Account Plans aligned with CES objectives.
• Monitor account health including service performance and client sentiment.
• Lead Quarterly Business Reviews (QBRs) and ongoing client governance activities.
• Identify risks, service gaps, and opportunities for improvement across the client journey.
• Coordinate cross-functional teams to resolve client issues and deliver positive outcomes.
• Act as the primary point of contact for important client communications, including incidents, change initiatives, and business updates.
• Partner with internal stakeholders to improve service delivery, client satisfaction, and retention.

Conoscenze

Senior-level CSM

Portfolio management

Stakeholder management

SaaS experience

Strategic planning

QBRs

Communication

Problem solving

Cross-functional collaboration

Attention to detail

Descrizione del lavoro

At CES, we believe long-term client success is built on consistently delivering high-quality service that creates value for both our clients and our business. As Client Success Manager, you'll own our portfolio of strategic client relationships from onboarding through to renewal, ensuring strong account health, client satisfaction, and long-term retention.

This role sits at the intersection of account management, service delivery, and commercial outcomes. You'll work closely with teams across Service Centre, Product, and Delivery to ensure clients receive a consistent experience, issues are proactively managed, and expectations remain aligned.

You’ll drive improvements across the end-to-end client journey, identifying opportunities, managing risks, and bringing the right people together to solve problems. Success isn't measured by relationships alone, but by delivering meaningful outcomes, improving service performance, and creating long-term value for both clients and CES.

Key responsibilities

• Manage a portfolio of strategic client accounts from onboarding through to renewal
• Develop and drive Strategic Account Plans that align client priorities with CES objectives
• Monitor account health, including service performance, commercial metrics, and client sentiment
• Lead Quarterly Business Reviews (QBRs) and ongoing client governance activities
• Identify risks, service gaps, and opportunities for improvement across the client journey
• Coordinate cross-functional teams to resolve client issues and deliver positive outcomes
• Act as the primary point of contact for important client communications, including incidents, change initiatives, and business updates
• Partner with internal stakeholders to improve service delivery, client satisfaction, and retention
• Support the development of a scalable Client Success approach that balances client needs with commercial outcomes and business priorities

About you

• 6+ years' experience in Client Success, Account Management, or Client Engagement roles, managing complex client portfolios and strategic accounts
• Experience managing senior stakeholder and C-suite client relationships
• Background working within SaaS, technology, consulting, systems implementation, or agency environments
• Strong commercial awareness with the ability to balance client needs and business outcomes
• Experience managing strategic technology or software-related engagements
• Excellent communication, stakeholder management, and presentation skills
• Comfortable working across multiple priorities and navigating complex environments
• Proactive, organised, and highly accountable, with strong attention to detail
• Able to influence, build trust, and drive action across both technical and non-technical stakeholders

About us

At CES, we believe long-term client success is built on consistently delivering high-quality service that creates value for both our clients and our business.