Senior Customer Success Manager — Grow Renewals & Accounts

GovConnex Pty Ltd.; Sydney; Hybrid; AUD 150,000 - 190,000; Full time

Job summary

GovConnex Pty Ltd. is seeking a Senior Customer Success Manager to own a portfolio of mid-market and enterprise customers, guiding them from onboarding through renewal and expansion.

This player-coach role includes mentoring a CS Manager and support/billing specialist, shaping our CS function for growth. Based in Sydney with UK presence, the role is hybrid with in-office Mondays, Wednesdays, and Fridays, and remote Tuesdays and Thursdays.

Qualifications

• 4+ years in customer success or B2B SaaS, owning a commercial book end-to-end.
• Track record of protecting and growing revenue with measurable results.
• Experience managing a sizeable portfolio with a structured cadence.
• Confidence building relationships with senior and executive stakeholders.
• Data-informed approach to prioritising your book and diagnosing risk.
• Hands-on use of AI tools in day-to-day work.

Responsibilities

• Own retention and renewals across your portfolio, including risk management and renewal negotiations.
• Drive onboarding and adoption to embed GovConnex in customer workflows with measurable value.
• Build trusted relationships with heads of corporate affairs and policy at senior levels.
• Maintain a regular engagement rhythm: monthly touchpoints, quarterly reviews, and executive business reviews.
• Grow accounts through expansion and cross-sell opportunities and develop customer references.
• Mentor and lead the CS team, contribute to playbooks and scalable processes.

Skills

Customer success

Account management

Renewals

Upsell/Cross-sell

Executive relationships

Leadership

Data-driven

AI tools

Tools

HubSpot

Vitally

Job description

GovConnex Pty Ltd. is seeking a Senior Customer Success Manager to own a portfolio of mid-market and enterprise customers, guiding them from onboarding through renewal and expansion.

This player-coach role includes mentoring a CS Manager and support/billing specialist, shaping our CS function for growth. Based in Sydney with UK presence, the role is hybrid with in-office Mondays, Wednesdays, and Fridays, and remote Tuesdays and Thursdays.