Client Success Manager | AI Identity, Hybrid Sydney

The Joinery Coach; Newcastle; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Hybrid work model

Career development opportunities

Job summary

LexisNexis Risk Solutions is seeking a Client Success Manager to partner with customers after implementation, helping them realise value and driving adoption, retention, and long‑term growth. You’ll be a trusted advisor, working with customers and internal teams to ensure success in a fast‑growing digital identity platform.

You’ll own post‑live relationships, manage renewals and expansions, conduct QBRs/EBRs, and translate customer data into strategic actions.

Qualifications

• 5+ years' experience in Customer Success or SaaS.
• Experience managing customer portfolios and driving retention.
• Strong stakeholder management from end users to senior executives.
• Experience supporting renewals, expansion opportunities, and revenue growth.
• Strong onboarding, enablement, and adoption best practices.
• Experience delivering customer workshops, training sessions, or product demonstrations.
• Strong problem‑solving and escalation management capabilities.
• Excellent communication, presentation, and relationship‑building skills.
• Ability to analyse customer data and translate insights into action.
• Organised with strong attention to detail.

Responsibilities

• Own customer relationships following go‑live and be the primary contact for ongoing success.
• Drive customer adoption, enablement, and value realisation through training and guidance.
• Build relationships with operational, technical, commercial, and executive stakeholders.
• Conduct Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs).
• Monitor customer health, identify risks early, and address challenges.
• Support renewals by demonstrating value and business impact.
• Identify growth opportunities and partner with Sales on expansion initiatives.
• Advocate for customers across Product, Engineering, Support, Delivery, and Sales teams.
• Coordinate issue resolution and maintain clear customer communication during incidents.
• Capture customer feedback, market insights, and success stories to shape future product development.

Skills

Customer Success

Account management

Stakeholder management

Renewals

Onboarding

Training

Problem solving

Communication

Data analysis

Organisational skills

Job description

LexisNexis Risk Solutions is seeking a Client Success Manager to partner with customers after implementation, helping them realise value and driving adoption, retention, and long‑term growth. You’ll be a trusted advisor, working with customers and internal teams to ensure success in a fast‑growing digital identity platform.

You’ll own post‑live relationships, manage renewals and expansions, conduct QBRs/EBRs, and translate customer data into strategic actions.