Customer Success Manager - ANZ

EPIND Epicor India; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Health benefits

Global mobility

Career development

Job summary

Epicor seeks a Customer Success Manager to ensure ANZ customers achieve outcomes through Epicor Senior Living and Kinetic products. You will be a trusted advisor, bridging sales, support, and product teams to foster long-term partnerships.

You will manage a portfolio of ~80 key accounts across Australia and New Zealand representing $5M ARR. You will drive adoption, renewals, and expansions, deliver regular business reviews, and relay customer feedback to product teams for enhancements.

Qualifications

• Bachelor’s degree or equivalent practical experience in business/IS field.
• 5+ years in customer success or account management (SaaS/enterprise software).
• Strong understanding of SaaS and On-Premise software models and lifecycle.
• Excellent interpersonal, written and verbal communication, and presentation skills.
• Ability to build relationships with stakeholders at all levels.
• Proficient with CRM systems and customer reporting/analytics.
• Willingness to travel for meetings and events.

Responsibilities

• Develop deep relationships with customers across Australia and New Zealand.
• Serve as primary post-sale contact and liaison to internal teams.
• Manage a portfolio of ~80 accounts representing $5M ARR in ANZ.
• Identify opportunities for growth, upsell, and renewals.
• Monitor health and engagement metrics; address risks to retention.
• Provide regular business reviews and strategic recommendations.
• Relay customer feedback to Product and Engineering for enhancements.
• Lead renewal negotiations and ensure smooth renewals.
• Attend on-site customer events to strengthen relationships.

Skills

Customer success

Account management

SaaS

Communication

CRM tools

Data analytics

Travel willingness

Education

Bachelor’s degree or equivalent in Business/CS/IS

Tools

CRM systems

Analytics tools

Job description

The Customer Success Manager (CSM) is a pivotal role in our organization, responsible for ensuring that our ANZ customers achieve their desired outcomes through the effective use of our software solutions. The CSM serves as a trusted advisor, advocating for customer interests while aligning with the company’s business objectives. This position bridges the gap between sales, support, product development, and the end user, fostering a long-term, mutually beneficial relationship between the customer and our organization. The role focuses on a portfolio of approximately 80 key accounts across Australia and New Zealand representing $5M AUD in ARR, including customers using Epicor Senior Living and Kinetic products.

Key Responsibilities

• Develop deep relationships with Senior Living and Manufacturing customers across Australia and New Zealand, understand their needs, and help them maximize the value derived from Epicor Senior Living and Kinetic products.
• Develop and maintain strong relationships throughout the customer’s organization, including executive and operational stakeholders.
• Serve as the primary point of contact for customers post-sale and act as a liaison between the customer and internal teams.
• Manage a portfolio of approximately 80 key accounts across Australia and New Zealand representing $5M AUD in ARR, balancing customer advocacy, retention, and growth priorities.
• Proactively identify opportunities for customer growth, expansion, and upsell across Epicor Senior Living and Kinetic environments.
• Monitor customer health and engagement metrics, taking action to address risks and drive retention and renewal rates.
• Provide regular business reviews and strategic recommendations to ensure customers achieve their business objectives.
• Collaborate with Product and Engineering teams to relay customer feedback and advocate for product enhancements relevant to Senior Living and Manufacturing customers in the ANZ region.
• Manage the renewal process, negotiate contract terms, and ensure a seamless renewal experience.
• Resolve customer escalations and issues, coordinating with Support and Technical resources as needed.
• Stay up to date with industry trends, product releases, and emerging technologies relevant to Senior Living, Manufacturing, Kinetic, SaaS, and On-Premise solutions.
• Attend on-site customer events across Australia and New Zealand to strengthen business relationships, generate leads, and/or create new sales opportunities.

Required Qualifications

• Bachelor’s degree or equivalent practical experience in Business, Computer Science, Information Systems, or a related field.
• 5+ years of experience in customer success, account management, or related customer-facing roles, preferably in SaaS and/or enterprise software.
• Strong understanding of SaaS and On-Premise software models, licensing, and customer lifecycle management.
• Exceptional interpersonal, communication (written and verbal), and presentation skills.
• Proven ability to build and maintain relationships with key stakeholders at all levels of an organization.
• Comfortable with CRM systems, customer reporting, and analytics tools.
• Ability to work independently and collaboratively in a fast-paced, dynamic environment.
• Analytical thinker with a problem-solving mindset and attention to detail.
• Willingness to travel as needed for customer meetings and events
• High energy, positive attitude, and strong work ethic.

Preferred Qualifications

• Experience with Epicor Senior Living, Kinetic (on-premise and/or cloud), or other ERP and enterprise software solutions.
• Experience with complex enterprise deployments, integrations, or migrations (both SaaS and On-Premise).
• Industry certifications relevant to Customer Success, Project Management, or Software Sales.
• Experience supporting customers in Australia and New Zealand or working across the ANZ market.

Key Metrics for Success

• Customer retention and renewal rates across the assigned approximately 80-account portfolio
• Expansion revenue (upsell/cross-sell) and ARR growth
• Churn reduction
• Resolution time for customer escalations

About Epicor

At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain. We’re Proactive, Proud, Partners. Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs.

Competitive Pay & Benefits

• Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being.
• Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally.
• Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development.
• Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development.
• Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership.
• Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect.
• Global Mobility: Comprehensive support for international relocations and permanent residency processes.

Equal Opportunities and Accommodations Statement Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless.

We are an equal-opportunity employer.