Customer Success Manager: Ai & Cloud Growth

SAP SE; Sydney; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Long Service Award

Flexible Working Arrangements

Access to Learning and Development

Job summary

insightsoftware seeks a results-oriented Customer Success professional to act as trusted advisor for enterprise and mid-market accounts. You will own renewal success, lead executive-level engagements, and drive long-term partnerships that maximize product adoption and value.

In this role you will coordinate with Sales, Legal, and Finance, oversee renewals end-to-end, forecast health metrics, and build compelling ROI stories.

Qualifications

• 5+ years in Renewals, Account Management, or Customer Success with 3+ years managing enterprise/mid-market accounts.
• Proven track record handling large, complex portfolios in a SaaS environment.
• Background in B2B SaaS/software services; familiarity with CPQ, NetSuite, and CRM platforms.

Responsibilities

• Act as the primary point of contact and strategic advisor for enterprise/mid-market customers.
• Build and nurture executive-level relationships to influence business outcomes and ensure long-term partnership value.
• Lead renewal discussions, QBRs, and Success Reviews to align objectives with insights.
• Own end-to-end renewals: negotiate pricing, terms, and contracts with Sales, Legal, and Finance.
• Deliver renewal offers/quotes timely to drive efficiency and satisfaction.
• Manage renewal forecasting, pipeline accuracy, and reporting using Salesforce/Gainsight.
• Conduct retention analysis, track health scores, and publish monthly leadership scorecards.

Skills

Renewals & ARR management

Account Management

Customer Success

Negotiation

Data analysis

Executive engagement

Education

CSM certifications (Gainsight, Success Coaching, Pragmatic Institute)

Tools

Salesforce

Gainsight

CPQ

NetSuite

SalesLoft

CLM tools

Job description

insightsoftware is a global provider of reporting, analytics, and performance management solutions that unlock the potential of business data and transform the way finance and data teams operate. We empower leaders from over 32,000 organizations to make timely and intelligent decisions. Our comprehensive solutions span Financial Planning and Analysis (FP&A), Controllership, and Data and Analytics. We deliver finance teams the insights required to navigate any economic climate and drive greater financial intelligence, while increasing productivity, visibility, accuracy, and compliance. Learn more at insightsoftware.com.

Job Description:

Core Responsibilities

Trusted Advisor & Relationship Management

• Act as the primary point of contact and strategic advisor for enterprise/mid-market customers.
• Build and nurture executive-level relationships to influence business outcomes and ensure long-term partnership value.
• Lead structured renewal discussions, QBRs (Quarterly Business Reviews), and Success Reviews to align customer objectives with Insightsoftware’s solutions.
• Own the end-to-end renewals process: negotiate pricing, terms, and contracts by partnering with Sales, Legal, and Finance.
• Deliver renewal offers/quotes in a timely and accurate manner to drive operational efficiency and customer satisfaction.
• Manage renewal forecasting, pipeline accuracy, and reporting using CRM platforms (Salesforce, Gainsight).
• Conduct retention analysis, track customer health scores, and publish monthly scorecards to leadership.

Customer Success & Adoption

• Drive adoption of Insightsoftware products by ensuring successful onboarding, engagement, and usage maturity across customer accounts.
• Develop customer success stories, ROI showcases, and business cases that highlight product value and strengthen customer advocacy.
• Partner with customer stakeholders to map KPIs, success metrics, and business outcomes that reinforce long-term value realization.

Growth & Expansion

• Identify expansion opportunities through product adoption insights and refer qualified upsell/cross-sell leads to Sales.
• Collaborate with internal stakeholders to build tailored account growth strategies.
• Contribute to net revenue retention (NRR) by going beyond renewals and influencing incremental account growth.

Customer Advocacy & Feedback

• Act as the voice of the customer internally by sharing feedback and insights to Product, Support, and Leadership teams.
• Influence roadmap discussions and success strategy improvements based on customer trends and requirements.
• Build champions within customer organizations and drive referenceability, case studies, and testimonials.

Qualifications

Experience :

• 5+years in Renewals, Account Management, or Customer Success, with at least 3 years managing enterprise or mid-market level customers.
• Proven track record of handling large, complex portfolios in a covered CSM model.
• Strong background in B2B SaaS/software product or services environments.
• Education & Certifications: CSM-related certifications (Gainsight, Success Coaching, Pragmatic Institute, etc.) are an advantage.
• Technical & Business Skills: Proficiency in Salesforce, Gainsight, and CRM/Success platforms.
• Familiarity with CPQ, NetSuite, SalesLoft, and contract lifecycle management tools.
• Strong negotiation skills and expertise in reviewing/analyzing software contracts.
• Strong analytical mindset with the ability to interpret data and drive insights.

Soft Skills & Work Culture

• Excellent communication (written and verbal), presentation, and executive engagement skills.
• Customer-first mindset with proven ability to resolve conflicts and build trusted relationships.
• Thrives in fast-paced, global environments with minimal supervision.
• Ability to collaborate cross-functionally with Sales, Legal, Finance, and Product teams.

Additional Information

All your information will be kept confidential according to EEO guidelines.

Background checks are required for employment with insightsoftware, where permitted by country, state/province.

At insightsoftware, we are committed to equal employment opportunity regardless of race, color, ethnicity, ancestry, religion, national origin, gender, sex, gender identity or expression, sexual orientation, age, citizenship, marital or parental status, disability, veteran status, or other class protected by applicable law. We are proud to be an equal opportunity workplace.

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.