Customer Success Manager - Scale & Impact (APAC)

Cision Inc; Melbourne; On-site; AUD 90,000 - 140,000; Full time

Job summary

Cision is seeking a Customer Success Manager to manage a high-volume portfolio of Enterprise and Commercial customers in a scalable, tech-touch environment. You will drive product adoption, engagement, and retention through digital experiences and cross-functional collaboration.

Ideal candidates have 2–4 years in SaaS CS or AM roles, strong communication, and experience with CRM platforms. The role emphasizes stakeholder alignment, data-driven actions, and ongoing program optimization.

Qualifications

• 2–4 years of experience in Customer Success, Account Management, or related SaaS roles.
• Experience managing high-volume account portfolios or working in a scaled/tech-touch model.
• Strong communication skills, with the ability to engage customers effectively in one-to-many formats.
• A data-driven mindset—comfortable interpreting usage data and customer signals to inform actions.

Responsibilities

• Manage a broad portfolio of Enterprise and Commercial customers using a scalable, one-to-many engagement model.
• Deliver value through digital touchpoints, including webinars, email campaigns, in-app messaging, and group sessions.
• Monitor and act on customer health signals (usage, engagement, sentiment) to proactively mitigate risk and drive adoption.
• Execute playbooks and workflows to support onboarding, product adoption, renewal readiness, and expansion opportunities.
• Support customers in achieving their goals through structured success journeys and best practice guidance.
• Identify and elevate at-risk accounts or high-impact opportunities for Sales or higher-touch CS coverage.
• Maintain accurate data in the customer success platform (e.g., Planhat), including engagement, risks, and lifecycle stage.
• Contribute to the development and optimization of scaled CS programs, content, and automation workflows.
• Partner cross-functionally with Sales, Support, Product, and Marketing to improve the customer experience.

Skills

Customer Success

Account Management

Communication

Data-driven

Organization

Problem solving

Tools

Planhat

Salesforce

Job description

Cision is seeking a Customer Success Manager to manage a high-volume portfolio of Enterprise and Commercial customers in a scalable, tech-touch environment. You will drive product adoption, engagement, and retention through digital experiences and cross-functional collaboration.

Ideal candidates have 2–4 years in SaaS CS or AM roles, strong communication, and experience with CRM platforms. The role emphasizes stakeholder alignment, data-driven actions, and ongoing program optimization.