Retention-Focused CSM | AI, Automation & SaaS Growth

Michael Page; Melbourne; Hybrid; AUD 85,000 - 110,000; Full time

Benefits offered by this job

Hybrid working model

Job summary

Michael Page's client, a growing Australian SaaS business, is seeking a Customer Success Manager to own retention for a large SMB base. Hybrid role based in Melbourne, focusing on proactive engagement and scalable programs.

You'll monitor health data, design automated lifecycle communications, and partner with commercial teams to surface expansion opportunities. Experience with AI, CRM, and data visualization is highly regarded.

Qualifications

• 2+ years in Customer Success or a similar role.
• Experience with SaaS/subscription models.
• Experience supporting retention within a high-volume digitally managed base.
• Strong analytical ability to identify patterns and insights from customer data.
• Excellent written and verbal communication skills.
• Sound commercial judgement and confidence managing retention scenarios.
• Experience working with AI, CRM, reporting and data visualization tools.

Responsibilities

• Monitor customer health data and identify early signs of risk or disengagement.
• Design and optimise automated customer engagement programs, lifecycle communications and self-service resources.
• Develop retention strategies that improve customer health, product adoption and recurring revenue outcomes.
• Analyse customer behaviour and performance data to identify trends, risks and retention drivers.
• Partner closely with commercial teams, surfacing expansion opportunities and ensuring customers have a seamless experience.
• Leverage AI, automation and reporting tools to improve operational efficiency and customer engagement effectiveness.
• Share insights, customer feedback and best practices to support ongoing improvement across the Customer Success function.

Skills

Customer Success

SaaS experience

Data analysis

Communication skills

CRM experience

AI tooling familiarity

Tools

CRM

Data visualization

Reporting platforms

AI tools

Job description

Michael Page's client, a growing Australian SaaS business, is seeking a Customer Success Manager to own retention for a large SMB base. Hybrid role based in Melbourne, focusing on proactive engagement and scalable programs.

You'll monitor health data, design automated lifecycle communications, and partner with commercial teams to surface expansion opportunities. Experience with AI, CRM, and data visualization is highly regarded.