Manager, Customer Success

Rms; City of Melbourne; On-site; AUD 140,000 - 180,000; Full time

Job summary

Rms in Melbourne is seeking a Manager, Customer Success to lead a team of CSMs across APAC while managing your own strategic accounts.

You will drive customer outcomes, coach performance, and implement AI-enabled tools to scale engagement, hold high performance bar, and grow the business.

This senior, player-coach role requires collaboration with Sales, Product, and Marketing, focusing on GRR/NRR and long-term partnerships.

Qualifications

• Bachelor's degree in Business, Marketing, Communications, or related field.
• 5+ years in customer success, account management, or related role in B2B SaaS.
• 2+ years in a people leadership or team lead role.
• Proven retention and growth outcomes (GRR, NRR, expansion).
• Experience managing executive-level relationships in enterprise SaaS.
• Familiarity with CRM (HubSpot preferred), NPS tools, and health/analytics dashboards.
• Hands-on experience using AI tools in CS or operations.
• Strong commercial acumen and analytical mindset.

Responsibilities

• Lead a team of Customer Success Managers (CSMs) while also owning your own portfolio of strategic and key accounts.
• Build a high-performing, engaged team through coaching and development plans.
• Manage executive-level relationships with your own accounts, ownership of success planning, QBRs, renewals, and expansion.
• Maintain oversight of the team's full book of business, health-score thresholds, escalations, and GRR/NRR targets.
• Design and own expansion and retention playbooks for the broader team.
• Champion AI-enabled tools for health scoring and scaled engagement while preserving relationship quality.
• Run a disciplined operating cadence and deliver regular performance reporting to Head of Customer Success.
• Partner cross-functionally with Sales, Product, and Marketing to represent the voice of the customer.

Skills

Customer success

Leadership

Account management

AI tools in CS

CRM proficiency

Education

Bachelor's degree in Business/Marketing/Communications

Tools

HubSpot

NPS tools

Analytics dashboards

Job description

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Manager, Customer Success

The Manager, Customer Success is a dual‑accountability role: they lead a team of Customer Success Managers (CSMs) across APAC while also carrying their own separate portfolio of strategic and key accounts. They are accountable for the performance, development, and culture of their team, and for delivering strong customer outcomes across both their direct accounts and the team's broader book of business.

This requires the ability to hold a high‑performance bar while genuinely investing in each person's growth, to manage their own customer relationships at an executive level, and to coach CSMs through complex situations while maintaining a function‑level portfolio view. The balance between doing and leading is a defining feature of this role.

As AI continues to reshape how customer success work gets done, this role is expected to actively lead the team's adoption of AI‑enabled tools and workflows, modelling how technology multiplies the team's impact while preserving the relationship quality that defines great customer partnerships.

Responsibilities

• Lead a team of Customer Success Managers (CSMs) while also owning your own portfolio of strategic and key accounts — a true player‑coach role.
• Build a high‑performing, engaged team through coaching, clear development plans, and hands‑on feedback.
• Manage executive‑level relationships directly with your own accounts, owning success planning, QBRs, renewals, and expansion.
• Maintain oversight of the team's full book of business — setting health‑score thresholds, supporting complex escalations, and driving GRR/NRR targets.
• Design and own expansion and retention playbooks that the broader team executes.
• Champion the team's adoption of AI‑enabled tools — from health scoring to scaled customer engagement — while maintaining the relationship quality that defines great customer partnerships.
• Run a disciplined operating cadence (daily/weekly/quarterly) and deliver regular performance reporting to the Head of Customer Success.
• Partner cross‑functionally with Sales, Product, and Marketing to represent the voice of the customer.

Requirements

• Bachelor's degree in Business, Marketing, Communications, or a related field.
• 5+ years in customer success, account management, or a related customer‑facing role within B2B SaaS.
• 2+ years in a people leadership or team lead role, with a track record of developing and managing CSMs.
• Proven experience delivering retention and growth outcomes — GRR, NRR, and expansion — across a managed portfolio.
• Experience managing executive‑level relationships in enterprise SaaS, including complex multi‑product/multi‑year deals.
• Familiarity with CRM and CS platforms (HubSpot preferred), NPS tools, and health/analytics dashboards.
• Hands‑on experience using AI tools in a CS or operational context (drafting, health scoring, data analysis, or scaled engagement).
• Strong commercial acumen, analytical mindset, and clear, direct communication style.
• Understanding of PMS solutions or hospitality processes is a plus — we'll support the right candidate in building this knowledge.