Senior CSM - ANZ SaaS, 80 Accounts, $5M ARR

Epicor Software Corp; Sydney; On-site; AUD 120,000 - 160,000; Full time

Benefits offered by this job

Health and Wellness benefits

Career development programs

Education support or LinkedIn Learning

Inclusive workplace and globalmobility

Work-life balance policies

Global mobility & relocation support

Job summary

Epicor Software Corp is seeking a Customer Success Manager to steward a portfolio of ~80 ANZ accounts (AU and NZ) with $5M ARR, focusing on Epicor Senior Living and Kinetic solutions. You’ll collaborate across Sales, Support, and Product to maximize value, retention, and expansion opportunities.

You’ll build executive-level relationships, monitor health metrics, and lead renewal negotiations while staying ahead of industry trends and customer needs in a fast-paced SaaS/On-Premise environment.

Qualifications

• Bachelor’s degree or equivalent practical experience in Business, Computer Science, Information Systems, or a related field.
• 5+ years of experience in customer success, account management, or related customer-facing roles, preferably in SaaS and/or enterprise software.
• Strong understanding of SaaS and On-Premise software models, licensing, and customer lifecycle management.
• Exceptional interpersonal, communication (written and verbal), and presentation skills.
• Proven ability to build and maintain relationships with key stakeholders at all levels of an organization.

Responsibilities

• Develop deep relationships with Senior Living and Manufacturing customers across Australia and New Zealand, understand their needs, and help them maximize the value derived from Epicor Senior Living and Kinetic products.
• Develop and maintain strong relationships throughout the customer’s organization, including executive and operational stakeholders.
• Serve as the primary point of contact for customers post-sale and act as a liaison between the customer and internal teams.
• Manage a portfolio of approximately 80 key accounts across Australia and New Zealand representing $5M AUD in ARR, balancing customer advocacy, retention, and growth priorities.
• Proactively identify opportunities for customer growth, expansion, and upsell across Epicor Senior Living and Kinetic environments.
• Monitor customer health and engagement metrics, taking action to address risks and drive retention and renewal rates.
• Provide regular business reviews and strategic recommendations to ensure customers achieve their business objectives.
• Collaborate with Product and Engineering teams to relay customer feedback and advocate for product enhancements relevant to Senior Living and Manufacturing customers in the ANZ region.
• Manage the renewal process, negotiate contract terms, and ensure a seamless renewal experience.
• Resolve customer escalations and issues, coordinating with Support and Technical resources as needed.
• Stay up to date with industry trends, product releases, and emerging technologies relevant to Senior Living, Manufacturing, Kinetic, SaaS, and On-Premise solutions.
• Attend on-site customer events across Australia and New Zealand to strengthen business relationships, generate leads, and/or create new sales opportunities.

Skills

Relationship building

Executive stakeholder management

Communication

Travel willingness

Analytical thinking

SaaS/On-Premise knowledge

Problem solving

Education

Bachelor’s degree or equivalent in Business/CS/IS

Tools

CRM systems

Job description

Epicor Software Corp is seeking a Customer Success Manager to steward a portfolio of ~80 ANZ accounts (AU and NZ) with $5M ARR, focusing on Epicor Senior Living and Kinetic solutions. You’ll collaborate across Sales, Support, and Product to maximize value, retention, and expansion opportunities.

You’ll build executive-level relationships, monitor health metrics, and lead renewal negotiations while staying ahead of industry trends and customer needs in a fast-paced SaaS/On-Premise environment.