Customer Success Manager

Cox Purtell; Sydney; Hybrid; AUD 140,000 - 200,000; Full time

Job summary

Cox Purtell is seeking a Solutions Customer Success Manager to join our APAC team in Sydney CBD with a hybrid working model. You will manage a portfolio of enterprise customers, drive adoption and measurable value, and own value summaries with stakeholders.

You will run workshops, translate product capability into business ROI, and collaborate across teams to identify improvements while traveling ~20% of the time. Bachelor’s or Master’s degree and full Australian working rights are required.

Qualifications

• Five or more years of relevant experience in digital or experience marketing, content management or customer journey management.
• Two or more years of hands-on solution expertise with a leading enterprise digital experience platform (web CMS and DAM).
• Background in a large SaaS environment with enterprise-scale customers.
• Working knowledge of AI and agent capabilities with content delivery exposure.
• Proven track record as a trusted advisor translating product capability into business ROI.

Responsibilities

• Own overall customer success across an enterprise portfolio, driving feature adoption and evidence of value.
• Scope and deliver fixed-timeframe engagements within the agreed scope.
• Align outcomes to value summaries co-owned with key stakeholders.
• Run customer workshops and advisory sessions to showcase best practice and digital maturity.
• Analyze adoption data and feedback to spot patterns and surface unmet demand.

Skills

Enterprise SaaS experience

Stakeholder management

Customer success

Analytical mindset

Communication

Travel flexibility

Education

Bachelor's or master's degree

Tools

Digital Experience Platform

Web Content Management

Digital Asset Management

Content supply chain

Job description

Our client is a global software company whose digital experience products sit behind some of the most recognisable brands and websites in the world. Their APAC Customer Success team works with a large enterprise portfolio, helping organisations get genuine commercial return from significant technology investments. The culture is collaborative, data-informed and genuinely customer-obsessed, with the scale and structure you would expect from a major multinational and the autonomy to shape how you work. This is a permanent role based in Sydney CBD with hybrid working.

About the role

As a Solutions Customer Success Manager you will act as the trusted advisor across a portfolio of enterprise customers, working in a dynamic one-to-many model through fixed-scope engagements. Your focus is adoption and value: quickly pinpointing where a customer is underusing their solutions, running the engagement that closes that gap, and evidencing the outcome in a value summary co-owned with your stakeholders. You will work across the enterprise book of business to reach the customers who need help most, ideally before they know they need it. It is a role for someone who enjoys deep product expertise, commercial conversations and the pace of moving between engagements rather than sitting on a single account.

Duties

• Own overall customer success across an enterprise portfolio, driving feature adoption, improving customer health and evidencing confirmed value delivered.
• Scope and deliver fixed-timeframe engagements, identifying specific areas of improvement and executing against them within the agreed scope.
• Align engagement outcomes to value summaries co-owned with key customer stakeholders, so customer value and commercial value move together.
• Run customer workshops and advisory sessions that showcase best practice and new ways to extend digital maturity across the product suite.
• Analyse adoption data and customer feedback to spot patterns, recommend improvements and surface areas of unmet demand, then feed that intelligence back internally as the voice of the customer.

Requirements

• Five or more years of relevant experience, ideally across digital or experience marketing, content management or customer journey management.
• Two or more years of hands‑on solution expertise with a leading enterprise digital experience platform, spanning both web content management and digital asset management.
• Background in a large SaaS environment or another major multinational, working with enterprise-scale customers.
• Working knowledge of AI and agent capabilities, with content supply chain and modern delivery architecture exposure highly regarded.
• Proven track record as a trusted advisor, translating product capability into business ROI and measurable customer value.
• Consulting or business consulting experience, with the commercial mindset to hold value conversations at a senior level.
• Strong stakeholder and interpersonal skills, including the ability to navigate and mediate conflict and build durable partnerships.
• Ability to prioritise across multiple concurrent engagements and perform effectively under pressure.
• Excellent written, verbal and presentation skills.
• Flexibility to travel approximately 20 per cent of the time.
• Bachelor's or master's degree.
• Full Australian working rights.