Senior Customer Success Manager - AI & Cloud Growth

SAP SE; Sydney; On-site; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Long Service Award

Flexible Working Arrangements

Access to Learning and Development

Job summary

insightsoftware seeks a results-oriented Customer Success professional to act as trusted advisor for enterprise and mid-market accounts. You will own renewal success, lead executive-level engagements, and drive long-term partnerships that maximize product adoption and value.

In this role you will coordinate with Sales, Legal, and Finance, oversee renewals end-to-end, forecast health metrics, and build compelling ROI stories.

Qualifications

• 5+ years in Renewals, Account Management, or Customer Success with 3+ years managing enterprise/mid-market accounts.
• Proven track record handling large, complex portfolios in a SaaS environment.
• Background in B2B SaaS/software services; familiarity with CPQ, NetSuite, and CRM platforms.

Responsibilities

• Act as the primary point of contact and strategic advisor for enterprise/mid-market customers.
• Build and nurture executive-level relationships to influence business outcomes and ensure long-term partnership value.
• Lead renewal discussions, QBRs, and Success Reviews to align objectives with insights.
• Own end-to-end renewals: negotiate pricing, terms, and contracts with Sales, Legal, and Finance.
• Deliver renewal offers/quotes timely to drive efficiency and satisfaction.
• Manage renewal forecasting, pipeline accuracy, and reporting using Salesforce/Gainsight.
• Conduct retention analysis, track health scores, and publish monthly leadership scorecards.

Skills

Renewals & ARR management

Account Management

Customer Success

Negotiation

Data analysis

Executive engagement

Education

CSM certifications (Gainsight, Success Coaching, Pragmatic Institute)

Tools

Salesforce

Gainsight

CPQ

NetSuite

SalesLoft

CLM tools

Job description

insightsoftware seeks a results-oriented Customer Success professional to act as trusted advisor for enterprise and mid-market accounts. You will own renewal success, lead executive-level engagements, and drive long-term partnerships that maximize product adoption and value.

In this role you will coordinate with Sales, Legal, and Finance, oversee renewals end-to-end, forecast health metrics, and build compelling ROI stories.