Customer Success Manager

Smart Communications group; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Annual bonus

Vision benefits

Subsidised gym membership

Birthday leave

Paid parental leave

20 days holiday

Job summary

Smart Communications is seeking a Customer Success Manager to own a portfolio of ANZ customer relationships, driving adoption, retention and growth. You’ll monitor health metrics, conduct reviews with executives, and partner with Sales and Professional Services on renewals and expansions.

You will work in a hybrid APAC setup with travel to customer sites as needed, contributing to scalable CS processes and building advocacy through references and events.

Qualifications

• 5+ years in a customer-facing role (CSA/Account Mgmt) at a SaaS or cloud provider.
• Track record of retaining customers and growing accounts.
• Confident communication and presentation with senior stakeholders.
• Commercial awareness and ability to advocate and push back when needed.
• Strong analytical and planning skills; comfortable with health scores and data.
• Experience with Salesforce or similar CRM.
• Advantageous: knowledge of CCM, enterprise software or regulated industries.

Responsibilities

• Build trusted, long-term relationships with customers, from day-to-day users to executive sponsors.
• Drive adoption, outcomes and ROI through proactive engagement and regular business reviews.
• Monitor customer health, flag risks early and lead action plans to resolve them.
• Own renewals and identify expansion opportunities, partnering with Sales and Professional Services.
• Run the NPS feedback loop: follow up with customers and turn insights into action across the business.
• Grow customer advocacy through references, case studies, events and community participation.
• Help shape scalable, repeatable Customer Success processes and playbooks.

Skills

Customer-facing experience

Account management

Communication skills

Commercial awareness

Analytical planning

Tools

Salesforce CRM

Job description

Summary

Smart Communications is a global leader in enterprise customer communications, trusted by leading brands in highly regulated industries. As a Customer Success Manager in our growing ANZ team, you’ll own a portfolio of customer relationships, helping customers realise real value from our platform while driving retention, advocacy and growth.

About Smart Communications

Smart Communications is a leading customer engagement technology provider for regulated industries. The company helps organizations simplify the complex interactions that shape people’s lives by enabling more connected, personalized, and trusted customer engagement. Its Customer Engagement Platform brings together data collection, customer communications, journey orchestration, trusted AI, and information management to help organizations create seamless experiences across the customer lifecycle. By connecting the systems, processes, and interactions that drive critical business outcomes, Smart Communications enables organizations to improve customer experience, increase operational efficiency, strengthen compliance, and build trust at every touchpoint. More than 700 enterprises worldwide, including Zurich Insurance, Priority Health, The Pacific Financial Group, and The Bancorp, rely on Smart Communications to power engagement in regulated environments. With more than 30 pre-built integrations to leading enterprise platforms including Salesforce, AWS, Guidewire, Duck Creek, OneSpan, and Pega, Smart Communications powers more than 60 billion mission‑critical customer interactions each year. To learn more, visit smartcommunications.com.

The responsibilities of the role include

• Build trusted, long-term relationships with customers, from day-to-day users to executive sponsors
• Drive adoption, outcomes and ROI through proactive engagement and regular business reviews
• Monitor customer health, flag risks early and lead action plans to resolve them
• Own renewals and identify expansion opportunities, partnering with Sales and Professional Services
• Run the NPS feedback loop: follow up with customers and turn insights into action across the business
• Grow customer advocacy through references, case studies, events and community participation
• Help shape scalable, repeatable Customer Success processes and playbooks

What we’re looking for

Must have skills/experience

• 5+ years in a customer‑facing role (Customer Success, Account Management or similar) at a SaaS or cloud provider
• A track record of retaining customers and growing accounts
• Confident communication and presentation skills, including with senior stakeholders
• Commercial awareness, with the confidence to be a candid advocate and push back when needed
• Strong analytical and planning skills, comfortable working with health scores and data
• Experience with Salesforce or a similar CRM
• Advantageous: knowledge of customer communications management (CCM), enterprise software or regulated industries

How we measure success

• Gross and net renewal rates
• Customer health and satisfaction, including NPS
• Number of referenceable customers (case studies, testimonials)
• Customer engagement in events and the community
• Qualified expansion opportunities identified

We look for the following SMART values in everyone we hire at Smart Communications

• S peak Openly - We are positive, creative, helpful, kind and we have fun. We listen and provide constructive feedback. Through meaningful conversations we encourage each other to be the best that we can be. We’re not complainers we’re problem solvers.
• M ake a Difference - We focus on the things that matter and prioritize the things that have the greatest impact. We celebrate success and hold ourselves accountable for our choices. We don’t sit on the sidelines.
• A gile & Flexible - We are focused on evolving, improving and growing. We think differently and challenge the status quo with open minds. We ask ‘why?’ so that we can help remove complexity. We don’t allow hurdles to get in our way.
• R esults‑Focused - We get stuff done by being efficient, working at pace and paying attention to detail. We focus on finding solutions and fixing things. We don’t believe in being busy for the sake of being busy, we focus on productivity.
• T eamwork - We are stronger and better together. We collaborate, trust and support each other to deliver results for our company and our customers. We don’t want anyone to feel disengaged, we’re in this together!

What’s the deal

We will provide you with the tools, equipment, and support to give you the best possible chance of succeeding and achieving your goals. Salary will depend on your experience and will be highly competitive. All our packages include an annual bonus based on the Company’s performance, so we are all incentivised to over‑achieve!

In addition to a friendly, flexible and fun working environment, we provide a range of other benefits, including vision benefits, subsidised gym membership, a day off for your birthday, paid parental leave and 20 days holiday allowance.

Located in Surry Hills, Canberra and Brisbane our offices are a friendly, tight‑knit environment that house our APAC Sales, Marketing, Technology, Customer and Corporate teams. This role has a hybrid setup with occasional work from the office and travel to customer sites required.

Please note: we only consider applicants with current legal right to work in the countries in which our positions are based. All qualified applicants will receive consideration for employment regardless of colour, religion, sex, national origin, sexual orientation, age, disability, marital status or gender identity.

To learn more about Smart Communications visit:

https://www.smartcommunications.com/