Customer Success Officer

AAP; Sydney; On-site; AUD 65,000 - 90,000; Full time

Job summary

Australian Associated Press in Sydney is seeking an experienced Customer Account Manager to strengthen relationships with key image, video and newswire customers, and drive subscription sales.

You will manage renewals, handle inquiries, train customers on AAP Photos, and use Salesforce to track engagements, while collaborating with the Customer Relations Manager and editors on customer-focused projects.

Qualifications

• 1–2 years of experience in a customer service, sales or licensing role.
• Good verbal and written communication skills.
• Knowledge of customer management systems (CMS). Salesforce experience beneficial.
• Ability to analyse data and translate into sales and customer success strategies.
• Experience maintaining and negotiating contracts.
• Interest in news and current affairs desirable.

Responsibilities

• Manage customer relationships for key image and video customers and selection newswire customers through face-to-face meetings, phone calls, and video calls.
• Maintain image revenue by contacting lapsed customers and converting transactional customers into subscription or repeat customers.
• Handle inbound sales queries via the corporate website or as directed by the Customer Relations Manager.
• Ensure customers with agreed rates have an AAP agreement and handle renewals for these agreements.
• Update and maintain agreements with book publishers.
• Update and maintain agreements with newswire customer base.
• Become an AAP Photos product specialist and provide customer training.
• Maintain Salesforce, ensuring Salesforce remains the key source of customer information.
• Support the Customer Relations team.
• Support the Editor-in-Chief, Product Director and Customer Relations Manager on customer-focused projects.

Skills

Customer service

Sales

Licensing

Verbal communication

Written communication

CMS knowledge

Salesforce experience

Data analysis

Contract negotiation

Interest in news

Tools

Salesforce

Job description

Australian Associated Press, Australia’s independent national newswire, has been creating and delivering independent, trusted news and multimedia for nine decades. It proudly operates as a non-profit organisation, delivering fact-based journalism to hundreds of media outlets for the benefit of all Australians.

We are seeking an experienced customer account manager to join our team.

Key Responsibilities

Manage customer relationships for key imageand videocustomers andselectionnewswire customers through face-to-face meetings, phone calls, and video calls.

Maintainimage revenue by contacting lapsed customers and convertingtransactional customers into subscription or repeat customers.

Handle inbound sales queries via the corporate website or as directed by the Customer Relations Manager

Ensurecustomers with agreed rateshave an AAP agreement and handle renewals for these agreements.

Update and maintain agreements with book publishers

Update and maintain agreements with newswire customer base.

Become an AAP Photos product specialist and provide customer training.

Maintain Salesforce, ensuring Salesforce remains the key source of customer information

Support the Customer Relationsteam

Support the Editor-in-Chief, Product Director andCustomer Relations Manageron customer-focused projects.

You will have:

1-2 years of experience in a customer service, sales or licensing role

Good verbal and written communication skills

Knowledge of customer management systems (CMS). Previous experience using Salesforce would be beneficial.

Ability to analyse data and translate it into sales and customer success strategies.

Experience maintaining and negotiating contracts.

An interest in news and current affairsis desirable.

You must unrestricted work rights in Australia.

Applications close COB Monday 14 September 2026.