Senior Customer Success Manager

APM (Australia); Melbourne; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

Communicorp and FBG Group are seeking a Senior Customer Success Manager to own relationships with our national clients, strengthening executive partnerships, protecting retention and driving measurable value from workplace health services.

This 12-month fixed-term role focuses on high-impact leadership, complex accounts and best-practice account management to enhance loyalty, commercial performance and wellbeing outcomes for client organisations.

Qualifications

• Substantial experience managing complex, high-value B2B accounts.
• Strong track record retaining and expanding strategic client relationships.
• Confidence advising and influencing senior executives, procurement teams and operational leaders.
• Experience leading account plans, contract renewals, executive reviews and service improvement.
• Commercial judgement, including understanding revenue, margin, risk and growth opportunities.
• Ability to resolve complex client issues and mobilise internal teams around clear solutions.

Responsibilities

• Protect and grow a portfolio of strategic national accounts through disciplined account planning and strong executive relationships.
• Become a trusted partner to senior client stakeholders by understanding their priorities and translating them into practical solutions.
• Lead account plans, client reviews, contract renewals and relationship mapping to strengthen retention and identify sustainable growth opportunities.
• Use client insights, performance reporting and executive reviews to demonstrate value, shape decisions and improve the client experience.
• Anticipate relationship and service risks, lead issue resolution and restore confidence when challenges arise.
• Partner with clinical, consulting and operational teams to deliver a consistent, responsive and high-quality client experience.
• Strengthen account management practices, systems and ways of working across the business.

Skills

Account management

Executive relationships

Commercial judgement

Negotiation

Presentation

MS Office

Tools

CRM systems

Accelo

WPM

Dynamics

Job description

As Senior Customer Success Manager, you will take ownership of relationships with some of our most important national clients. You will strengthen executive partnerships, protect client retention, identify growth opportunities and ensure clients experience measurable value from our workplace mental health and wellbeing services.

This is a high-impact opportunity for a seasoned client leader who can quickly understand complex accounts, resolve issues and establish best-practice account management. Your work will directly influence client loyalty, commercial performance and the wellbeing outcomes achieved by the organisations we support.

This 12-month fixed-term contract has a clear mandate: strengthen our top-tier client relationships, lift the consistency of the client experience and leave a stronger account management approach in place.

What We’re Looking For

You are an experienced client leader who combines strong relationships with commercial judgement and disciplined execution. You can earn the confidence of senior stakeholders, navigate complex service environments and turn client priorities into clear action and measurable results.

You’ll bring:

• Substantial experience managing complex, high-value business-to-business accounts
• A strong record of retaining and growing strategic client relationships
• Confidence advising and influencing senior executives, procurement teams and operational leaders
• Experience leading account plans, contract renewals, executive reviews and service improvement
• Commercial judgement, including an understanding of revenue, margin, risk and growth opportunities
• The ability to resolve complex client issues and mobilise internal teams around clear solutions
• Strong reporting, presentation, negotiation and organisational capability
• Confidence using Microsoft Office and customer relationship management systems; experience with Accelo, WPM or Dynamics is advantageous
• Experience in professional services, health, insurance or workplace services is advantageous

Key Responsibilities

• Protect and grow a portfolio of strategic national accounts through disciplined account planning and strong executive relationships
• Become a trusted partner to senior client stakeholders by understanding their priorities and translating them into practical solutions
• Lead account plans, client reviews, contract renewals and relationship mapping to strengthen retention and identify sustainable growth opportunities
• Use client insights, performance reporting and executive reviews to demonstrate value, shape decisions and improve the client experience
• Anticipate relationship and service risks, lead issue resolution and restore confidence when challenges arise
• Partner with clinical, consulting and operational teams to deliver a consistent, responsive and high-quality client experience
• Strengthen account management practices, systems and ways of working across the business

Why Join Us?

At Communicorp and FBG Group, you will work with leading organisations and workplaces to improve workplace mental health and wellbeing. You will have the scope to shape how we manage our most important client relationships and build a consistent, best-in-class client experience.

When you join our team, you’ll have the opportunity to:

• Lead relationships with a portfolio of high-profile national clients
• Influence client retention, growth and the value clients gain from our services
• Shape best-practice strategic account management across the business
• Work alongside experienced clinicians, consultants and operational leaders
• Join a flexible, collaborative and purpose-driven team

We believe diversity strengthens our business and proudly welcome applications from people of all ages, backgrounds, abilities, cultures and identities, including Aboriginal and Torres Strait Islander peoples and members of the LGBTQIA+ community.