Customer Success Manager

UltraTalent; Sydney; On-site; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Competitive base salary

Travel expenses covered

Portfolio ownership

Coaching and development

Career progression

Job summary

UltraTalent is seeking a commercially minded Customer Success Manager to manage and grow a supplier portfolio across New South Wales. This role focuses on relationship management, retention and strategic engagement, going beyond traditional support to drive revenue growth.

You will own a portfolio, build trusted relationships with key stakeholders, and collaborate with Sales, Onboarding and Revenue teams to deliver exceptional customer outcomes through regular meetings and data-led account

Qualifications

• Proven experience in Customer Success or account management.
• Experience growing and managing a portfolio of customers.
• Ability to identify and convert upsell or cross-sell opportunities.
• Strong commercial acumen for revenue-focused conversations.
• Excellent stakeholder management and relationship-building skills.
• Experience handling a sizeable territory and multiple accounts.

Responsibilities

• Own and manage a portfolio of supplier customers across New South Wales.
• Build long-term relationships with key stakeholders.
• Drive retention, engagement and commercial growth.
• Identify upsell, cross-sell and expansion opportunities.
• Conduct regular meetings, business reviews and strategic conversations.
• Align with Sales, Onboarding, Support and Revenue teams to deliver a great experience.
• Maintain accurate activity, opportunities and forecasting in CRM.
• Represent the business in face-to-face meetings across New South Wales.

Skills

Relationship management

Commercial acumen

Account management

Stakeholder management

Territory management

Autonomous workload

Tools

CRM

Job description

Join a leading Australian B2B software company transforming how suppliers and venues do business. We’re partnering with an innovative and rapidly growing B2B marketplace platform that connects suppliers and venues, streamlining ordering, payments and operational workflows across Australia. With strong market momentum and ambitious growth plans, we’re seeking a commercially minded Customer Success Manager to manage and grow a portfolio of supplier customers across New South Wales.

This isn’t a traditional, support-led Customer Success role. You’ll combine relationship management, commercial account growth, retention and strategic customer engagement, helping suppliers get greater value from the platform while identifying opportunities to expand their partnership.

The Role

As a Customer Success Manager, you’ll take ownership of a portfolio of supplier customers, building strong relationships and becoming a trusted commercial partner to their businesses.

You’ll be responsible for driving customer engagement, retention and expansion across your territory, combining regular face-to-face meetings with data-led account management and proactive commercial conversations.

You’ll work closely with customers to understand their businesses, identify opportunities to increase adoption and value, and ultimately grow the commercial relationship.

Key Responsibilities

• Own and manage a portfolio of supplier customers across New South Wales.
• Build trusted, long-term relationships with key customer stakeholders.
• Drive retention, engagement and commercial growth across your portfolio.
• Identify and execute upsell, cross-sell and expansion opportunities.
• Conduct regular customer meetings, business reviews and strategic account conversations.
• Understand each customer’s commercial objectives and identify opportunities for the platform to deliver greater value.
• Use customer and platform data to identify trends, risks and growth opportunities.
• Develop account plans and proactively manage your territory.
• Partner closely with Sales, Onboarding, Support and Revenue teams to deliver an outstanding customer experience.
• Maintain accurate account activity, opportunities and forecasting within the CRM.
• Represent the business in regular face-to-face customer meetings across New South Wales.

About You

• Proven experience in Customer Success, Account Management, Commercial Account Management or a similar customer-facing role.
• Demonstrated success managing and growing an existing portfolio of customers.
• Experience identifying and converting upsell, cross-sell or expansion opportunities.
• Strong commercial acumen and confidence having revenue-focused customer conversations.
• Excellent stakeholder management and relationship-building capability.
• Comfortable managing a territory and prioritising a sizeable portfolio of accounts.
• Proactive and ownership-driven, with the ability to work autonomously while contributing to a high-performing team.

Preferred Background

• Experience within SaaS, marketplace, platform or B2B technology environments.
• Experience working with SMB and mid-market customers.
• Exposure to hospitality, food & beverage, wholesale, retail or operational software environments.
• Experience working within a high-growth or scale-up technology company.
• Familiarity with structured Customer Success and sales processes, CRM management and account planning.

Personal Attributes

• Commercially driven while remaining genuinely customer-focused.
• Naturally strong at building rapport and developing trusted relationships.
• Comfortable balancing customer outcomes with commercial objectives.
• Proactive, organised and accountable for your territory.
• Curious and consultative, with the ability to uncover the real challenges within a customer’s business.
• Confident influencing business owners and senior stakeholders.
• Coachable and receptive to feedback and ongoing development.
• Resilient, adaptable and comfortable operating in a fast-paced environment.
• Comfortable getting out from behind the screen and meeting customers face-to-face.

What’s On Offer

• Competitive base salary + super + performance-based incentives
• Travel, fuel, mileage and transport expenses covered
• Ownership of an established portfolio of supplier customers
• Ongoing coaching and development from experienced commercial leaders
• Significant career progression opportunities within a scaling Australian technology business

Why Join?

You’ll be joining a market-leading B2B marketplace platform that is reshaping how suppliers and venues connect, transact and grow.

This is an opportunity for someone who loves Customer Success but also wants genuine commercial ownership. Rather than simply responding to customer issues, you’ll be expected to understand your accounts, build strategic relationships, uncover opportunities and directly contribute to the growth of your portfolio.

If you’re a commercially minded Customer Success or Account Management professional who enjoys building relationships, solving customer challenges and growing accounts, we’d love to hear from you.