Senior Customer Success Manager — SaaS Growth & Retention

Azeus Convene; Australia; On-site; AUD 110,000 - 140,000; Full time

Job summary

Azeus Systems Limited, owner of Convene, is seeking an experienced Senior Customer Success Manager to join our Australia based team. You will manage a portfolio of Australian clients, nurture relationships with senior stakeholders, and ensure long-term value and renewal.

This commercially focused role emphasizes retention, adoption, and expansion, with opportunities to develop advocates through testimonials and case studies.

Qualifications

• 3+ years in Customer Success, Account Management, Sales or related role.
• Experience in SaaS environment preferred; tech or IT background advantageous.
• Experience managing a portfolio of customers and driving retention, renewals and growth.
• Strong commercial acumen and ability to identify upsell opportunities.
• Comfort engaging with senior stakeholders and decision-makers.
• Excellent written and verbal communication.
• Willingness to travel interstate as required.

Responsibilities

• Report to the Regional Manager and Head of Global Customer Success.
• Own the customer lifecycle from onboarding through to renewal, retention and expansion.
• Manage a portfolio of Australian client accounts, ensuring engagement, satisfaction, retention and growth.
• Maintain visibility of customer health, product usage, renewals, risks and growth opportunities.
• Engage with customers to understand governance needs and provide guidance on best practices for Convene.
• Build and maintain trusted relationships with senior stakeholders, including CEOs, Board members, Company Secretaries, governance professionals and executive teams.
• Identify opportunities to increase product adoption, drive upsell and cross-sell, and expand relationships across customer organizations.
• Develop customer advocates and opportunities for testimonials, case studies, referrals, references, speaking opportunities and other advocacy forms.
• Support new customers through onboarding and implementation, ensuring a smooth transition into ongoing Customer Success.
• Capture and communicate customer feedback, insights and product requirements to Product, Marketing and Sales teams.
• Develop account plans for key customers, including renewal strategy, stakeholder mapping, growth opportunities and risk mitigation.
• Maintain accurate and up-to-date records of client interactions, activities, opportunities and account information in the CRM system.
• Attend weekly and monthly meetings and provide regular updates on account status, customer engagement, renewals, risks and opportunities.
• Travel interstate as required for customer meetings, events, conferences and other business activities.

Skills

Customer Success

Account Management

Sales

Client Relationship Management

CRM platforms

Tools

CRM platforms

Job description

Azeus Systems Limited, owner of Convene, is seeking an experienced Senior Customer Success Manager to join our Australia based team. You will manage a portfolio of Australian clients, nurture relationships with senior stakeholders, and ensure long-term value and renewal.

This commercially focused role emphasizes retention, adoption, and expansion, with opportunities to develop advocates through testimonials and case studies.