National Account Manager - Customer Retention & Growth

Singtel Group; Sydney; Hybrid; AUD 140,000 - 180,000; Full time

Benefits offered by this job

Flexible work arrangements

Employee discounts on Optus products

Wellbeing support

On-site campus facilities

Parental leave

Job summary

Optus is seeking an experienced National Account Manager to lead retention and churn reduction for a national Mid‑Market portfolio. You will work with channel partners, customers, and cross‑functional teams to manage high‑value accounts, mitigate port‑out threats, and deliver ICT solutions that strengthen loyalty and revenue across Optus Business Centres.

You will engage with C‑level stakeholders, leverage data to drive insights, and collaborate with product, CVM, sales, and technical teams to

Qualifications

• 7–10+ years in B2B sales, account management, or channel partner roles within ICT/telecoms.
• Proven success retaining high‑value customers, reducing churn, and executing multi‑product retention strategies.
• Strong knowledge of telecommunications and ICT solutions and C‑level stakeholder engagement.
• Experience working with partner ecosystems (Business Centres, VARs, SI).
• Experience forecasting retention pipelines and understanding revenue and contracts.

Responsibilities

• Design and execute targeted retention strategies to reduce churn nationwide.
• Identify and address port-out threats with early intervention plans.
• Coach partners to deliver effective save plans and enhance engagement.
• Build strong relationships with customers, partners, and executives to drive loyalty.
• Collaborate with product, CVM, sales, and technical teams to deliver ICT solutions.
• Analyse retention data to improve save rates and meet targets.

Skills

B2B sales

Account management

Churn reduction

Channel partnerships

Telecommunications

C-level engagement

Data analytics

Salesforce

Tools

Salesforce

uCRM

CRM tools

Job description

Optus is seeking an experienced National Account Manager to lead retention and churn reduction for a national Mid‑Market portfolio. You will work with channel partners, customers, and cross‑functional teams to manage high‑value accounts, mitigate port‑out threats, and deliver ICT solutions that strengthen loyalty and revenue across Optus Business Centres.

You will engage with C‑level stakeholders, leverage data to drive insights, and collaborate with product, CVM, sales, and technical teams to