Customer Success Manager

C T Corporation System (DE); Sydney; Remote; AUD 150,000 - 190,000; Full time

Benefits offered by this job

Flexible working

Learning & development

Health & wellness

Parental leave

Job summary

Wolters Kluwer seeks an experienced Customer Success Manager (Strategic Accounts) to manage a portfolio of enterprise customers across Australia and New Zealand. You will own relationships with executive sponsors, driving value, adoption and long-term outcomes.

In this role you will blend strategic customer success leadership with a commercial mindset, leading EBRs, monitoring health, renewals and expansions, and collaborating with Sales, Product and Support to maximise customer outcomes.

Qualifications

• 5+ years in customer success or strategic account management.
• Proven track record with enterprise customers and long-term value delivery.
• Experience engaging with directors, VPs and C-level executives.
• Strong communication and negotiation capabilities.

Responsibilities

• Own and manage strategic enterprise portfolio across ANZ.
• Lead executive business reviews to demonstrate value.
• Drive adoption, retention and revenue growth.
• Monitor health and mitigate risks to protect retention.
• Collaborate with Sales, Product, Professional Services and Support.

Skills

Customer success

Strategic account management

Executive engagement

SaaS industry experience

Commercial mindset

Tools

CRM systems

Salesforce

Job description

We are seeking an experienced and commercially minded Customer Success Manager (Strategic Accounts) to manage a portfolio of our most important enterprise customers across Australia and New Zealand.

In this role, you will serve as the primary relationship owner for a select group of strategic accounts, partnering with senior stakeholders to drive customer value, adoption, retention and long-term business outcomes. You will act as a trusted advisor, helping customers maximise the impact of their investment while identifying opportunities to expand partnerships and deliver additional value.

Unlike a traditional Customer Success role focused primarily on adoption and support, this position combines strategic customer success leadership with a strong commercial mindset. You will be responsible for driving customer health and satisfaction while contributing to retention, renewals and revenue growth across your portfolio.

Key Responsibilities

Customer Success & Strategic Account Management

• Own and manage a portfolio of strategic enterprise customers across ANZ.
• Build trusted relationships with executive sponsors, key stakeholders and decision-makers.
• Develop and execute customer success plans aligned to customer business objectives and desired outcomes.
• Lead Executive Business Reviews (EBRs) and strategic account reviews to demonstrate value and drive long-term engagement.
• Drive product adoption, utilisation and value realisation across assigned accounts.
• Proactively monitor customer health, identify risks and implement mitigation plans to protect retention.
• Serve as the customer's primary advocate and escalation point within the business.

Retention & Revenue Growth

• Drive customer retention and support the achievement of Gross Revenue Retention (GRR) and Net Revenue Retention (NRR) targets.
• Identify opportunities for expansion, upsell and cross-sell within existing accounts.
• Develop strategic account growth plans in partnership with Sales & Account Executives.
• Support renewal planning and commercial discussions to ensure continued customer success and business growth.
• Build strong multi-threaded relationships across customer organisations to increase account penetration and long-term partnership value.

Executive Engagement & Business Partnership

• Establish credibility and influence with senior business leaders and executive stakeholders.
• Engage customers in strategic discussions focused on business outcomes, operational efficiency and growth objectives.
• Provide industry insights, best practices and thought leadership to help customers achieve their strategic goals.
• Understand customer priorities, challenges and market dynamics to identify additional opportunities for value creation.

Cross-Functional Collaboration

• Partner closely with Sales, Product, Professional Services, Support and Marketing teams to deliver an exceptional customer experience.
• Act as the voice of the customer internally by sharing feedback, market trends and product enhancement opportunities.
• Coordinate internal resources to ensure successful delivery of customer initiatives and outcomes.
• Maintain accurate account plans, customer engagement records, renewal forecasts and opportunity pipelines in CRM systems.

Skills & Experience

• 5+ years' experience in Customer Success, Strategic Account Management, Enterprise Account Management or related customer-facing roles.
• Proven success managing large, complex enterprise or strategic accounts.
• Experience building relationships with senior stakeholders, including Director, VP and C-level executives.
• Strong customer success background with demonstrated success in driving retention, adoption and customer outcomes.
• Commercially minded with experience supporting renewals, account growth, upsell and cross-sell initiatives.
• Experience within SaaS, software, information services, legal technology, tax and accounting technology, governance, risk and compliance (GRC), regulatory technology or related industries.
• Strong consultative selling, stakeholder management and strategic planning skills.
• Exceptional communication, presentation and executive engagement capabilities.

Our Values

Wolters Kluwer continuously strives for an inclusive company culture in which we attract, develop, and retain high-performing, productive, engaged, and diverse talent to deliver on our strategy. As a global company, having a diverse workforce from different backgrounds, nationalities, races, genders, gender identities, ages, sexual orientations, physical disabilities, religions, expertise, and talents is of the utmost importance.

We pride ourselves on our culture, which promotes inclusion, accessibility and flexible working arrangements.

Culture and Benefits

We care for our people and a part of that we offer:

• Flexible Working Arrangement - Work from Anywhere and Hybrid Working (promoting work life balance)
• Learning and Development opportunities
• Access to health and wellness programs
• Parental leave benefits that exceed legislative r