Customer Success Manager

Tenable; Sydney; On-site; AUD 90,000 - 140,000; Full time

Benefits offered by this job

Private Health Insurance

Hybrid working model (3 days in office

Generous PTO

Tuition reimbursement

Job summary

Tenable is seeking a dynamic Customer Success Manager in Sydney to drive customer satisfaction, retention, and growth for our Recruitment SaaS platform. You will act as a trusted advisor, ensuring successful onboarding and ongoing value delivery for a portfolio of customers.

The role emphasizes proactive workflow analysis, customer advocacy, and collaboration with sales, product, and marketing teams to align on customer needs and expand platform usage.

Qualifications

• 3–5 years of experience in Customer Success, Account Management, or similar client-facing roles.
• Experience in SaaS environments and managing customer journeys.
• Strong leadership, communication, and stakeholder engagement skills.

Responsibilities

• Build and maintain strong relationships with a portfolio of customers to ensure satisfaction and loyalty.
• Proactively analyze customers’ workflows to recommend tailored SaaS solutions.
• Collect feedback and provide insights to product and operations teams for improvements.
• Develop customer success strategies focused on retention and growth.
• Lead onboarding and training sessions to ensure a smooth platform transition.
• Monitor KPIs like retention and engagement to gauge health.
• Collaborate with Sales, Product, and Marketing to align on customer needs.
• Identify upsell and cross-sell opportunities and coordinate with sales.
• Prepare and present customer health reports to leadership.
• Coordinate issue resolution with support and escalate critical matters.

Skills

Customer Success

Account Management

SaaS

Leadership

Communication

Education

University degree

Tools

Gainsight

Job description

Customer Success Manager

Location: Sydney, Australia (North Sydney)

Contract type: Full‑time

About the Role

We are seeking a dynamic and customer‑focused Customer Success Manager (CSM) to join our rapidly growing team. The role is essential in driving customer satisfaction, retention, and expansion of our Recruitment SaaS platform. You will act as a trusted advisor and results‑driven leader, building and maintaining strong relationships with customers and ensuring a seamless onboarding and transition to our platform.

Company Culture

We value diversity, equity, and inclusion in our workplace and encourage qualified candidates from all walks of life to apply.

At Amazon, we believe in creating an environment where everyone feels empowered to bring their full selves to work. We are committed to fostering an inclusive culture that celebrates diversity and equal opportunity for all.

Key Responsibilities

• Build and maintain strong, long‑lasting relationships with customers to ensure satisfaction and loyalty.


• Proactively analyze clients’ workflows and challenges to recommend tailored solutions using our Recruitment SaaS platform.


• Act as a customer advocate, collecting feedback and insights to share with internal teams for continuous product improvement.


• Develop and implement customer success strategies focused on client satisfaction, retention, and growth.


• Deliver engaging onboarding and training sessions to new clients, ensuring a seamless transition to our platform.


• Monitor and track key performance indicators (KPIs) for customer success, including retention rates and customer engagement levels.


• Collaborate with sales, product, and marketing teams to align on customer needs and capability development.


• Advocate for customers by anticipating their needs and identifying opportunities for upselling and cross‑selling the platform.


• Generate and present reports on customer health and success metrics to ensure alignment with company goals.


• Ensure timely resolution of customer issues by coordinating with the support team and escalating critical matters as needed.

Day‑to‑Day Activities

• Serve as the primary point of contact for a portfolio of customers, ensuring their smooth onboarding and integration into the Recruitment SaaS platform.


• Monitor account usage and proactively reach out to clients to provide assistance, training, and recommendations for optimization.


• Organize and lead regular check‑in calls and quarterly business reviews (QBRs) with clients.


• Collaborate with internal teams to solve customer inquiries and escalate any challenges effectively.


• Develop and fine‑tune customer success strategies, templates, and best practices to maintain high retention rates.


• Partner with sales for seamless handoffs and with the product team to advocate for customer feature requests and improvements.


• Actively participate in team meetings and contribute to building a culture of diversity, inclusion, and continuous learning.


• Keep track of market trends and share learned insights to better anticipate customer needs and pain points.

Qualifications

• Experience: 3‑5 years of experience in Customer Success, Account Management, or a similar client‑facing role, preferably in a SaaS environment.


• Skills: Proven leadership, management, and communication skills with the ability to influence and engage stakeholders.


• Strong understanding of recruitment processes or familiarity with Recruitment SaaS platforms is a plus.


• Technical Aptitude: Ability to quickly learn new software and explain complex technical concepts to non‑technical users in an approachable way.


• Data‑driven mindset, with proficiency in analyzing customer success metrics and identifying actionable insights.


• Exceptional organizational and problem‑solving skills with the ability to prioritize and manage competing priorities.


• Empathy‑focused approach; genuinely invested in customers’ success and well‑being.

Additional Qualifications (Senior Customer Success Manager)

• University degree


• Minimum 3 years in a Digital Customer Success Manager role and/or background in customer engagement and driving customer adoption


• SaaS background a plus


• Gainsight and AI experience highly desirable


• Experience with products in product portfolio, or else similar products


• Background in customer engagement and driving customer adoption a plus


• Fluency in English


• Comfortable working in an international matrixed organization


• Self‑starter, organized, has initiative and strong problem‑solving skills


• Strong, engaging (virtual and f2f) presentation skills to large and small audiences


• Fluency with technology, ability to trouble shoot and relevant product and basic/generic knowledge of wider Elsevier portfolio


• Influencing skills: at high‑level executive and end‑user level


• MS Product Suite fluency

Additional Information

Applicants must hold valid working rights in Australia at the time of application. We are unable to provide visa sponsorship for this role.

Equal Opportunity

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

Benefits

• Long Service Award: Recognition for your dedication and loyalty.


• Flexible Working Arrangements: Balance work and personal life effectively.


• Access to Learning and Development Resources: Empowering your professional growth.


• Competitive market‑based compensation.


• Career progression and internal mobility opportunities across our global footprint in North America, EMEA, and APAC.


• Work life balance through hybrid working model of 3 days a week in office.


• Generous PTO allowance incl. specific AvePoint Holidays (Birthday Day, Family Day, Holiday Half Day, Community Outreach Half Day).


• Private Health Insurance.


• Tuition Reimbursement.


• Dedication Awards.


• Employee Referral Program.


• Access to Learning and Development Resources.


• Adjacent benefits such as birthday leave, employee assistance program, annual wellness subsidy, fully stocked kitchen with fun office events.

Other Company Highlights

A global leader in information and analytics, we help researchers and healthcare professionals advance science and improve health outcomes for the benefit of society. Building on our publishing heritage, we combine quality information and vast data sets with analytics to support visionary science and research, health education and interactive learning, as well as exceptional healthcare and clinical practice.

Working for you: We promote a healthy work/life balance across the organization. With numerous well‑being initiatives, shared parental leave, study assistance and sabbaticals, we will help you meet your immediate responsibilities and your long‑term goals.

Senior Customer Success Manager – About Us: We are builders, doers, and difference‑makers, driven by a shared mission to reshape the tours, activities, and experiences industry. Alongside our sister brands, Checkfront and Regiondo, we power more than 20,000 businesses and support over $10B in bookings globally.

Objective: We offer a global, dynamic and collaborative working environment where people can build a career and enjoy flexible work arrangements.