Strategic Client Success Manager

Smartgroup Corporation; Sydney; On-site; AUD 120,000 - 180,000; Full time

Job summary

Circular Economy Systems is seeking a Senior Client Success Manager to own a portfolio of strategic client relationships from onboarding to renewal, ensuring high account health and long-term retention. You will collaborate with Service Centre, Product, and Delivery to ensure a consistent client experience and proactive issue management.

The role emphasizes managing senior stakeholders, driving strategic account plans, and delivering measurable outcomes that align with CES objectives.

Qualifications

• 6+ years of experience in Client Success, Account Management, or related roles.
• Experience managing senior stakeholders and C-suite relationships.
• Background in SaaS, technology, consulting, systems implementation, or agency environments.
• Strong commercial awareness balancing client needs with business outcomes.
• Experience managing strategic technology or software-related engagements.
• Excellent communication, stakeholder management, and presentation skills.
• Able to influence across both technical and non-technical stakeholders.

Responsibilities

• Own client retention outcomes and renewal success.
• Build trusted partnerships with executive and operational stakeholders.
• Ensure clients achieve desired business outcomes from ADP solutions.
• Lead service reviews and performance discussions; manage escalations.
• Identify upsell, cross-sell and expansion opportunities.
• Coordinate cross-functional teams to resolve client issues and deliver outcomes.
• Drive continuous improvement and advocate for client needs.

Skills

Client Success

Stakeholder management

C-suite relationships

SaaS/tech experience

Commercial acumen

Communication skills

Organised & proactive

Multi-priority handling

Education

Business/Tech/HR/Finance degree

Job description

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Accelerating the transition to a circular economy

We are proud to be an active contributor in the circular economy through container deposit schemes (10c refund for eligible drink containers). We help our scheme partners to recycle close to 10 million drink containers every day, diverting them from landfill into the circular economy.

Our technology and services enable the circular lifecycle of drink containers. We have a large in‑house software engineering team using modern technology stacks to develop and support our products. As well as a suite of SaaS products, our range of business services includes accounting, payments, brand & marketing, materials trading, HR, customer service and support.

CES was formed in 2017 as a joint venture between Lion and Coca‑Cola Europacific Partners and has grown rapidly. We are headquartered in North Sydney, near public transport with beautiful harbour views. Our teams are passionate about our mission to ensure valuable materials are recycled and not wasted. We provide an inclusive culture, hybrid and flexible working and career development to bring the best out in our people.

Originally known as Container Exchange Services, we have rebranded to Circular Economy Systems to recognise our vision to be leaders in the transition to a circular economy.

About the role

At CES, we believe long‑term client success is built on consistently delivering high‑quality service that creates value for both our clients and our business. As Client Success Manager, you'll own our portfolio of strategic client relationships from onboarding through to renewal, ensuring strong account health, client satisfaction, and long‑term retention.

This role sits at the intersection of account management, service delivery, and commercial outcomes. You'll work closely with teams across Service Centre, Product, and Delivery to ensure clients receive a consistent experience, issues are proactively managed, and expectations remain aligned.

You'll drive improvements across the end‑to‑end client journey, identifying opportunities, managing risks, and bringing the right people together to solve problems. Success isn't measured by relationships alone, but by delivering meaningful outcomes, improving service performance, and creating long‑term value for both clients and CES.

Manage a portfolio of strategic client accounts from onboarding through to renewal

Develop and drive Strategic Account Plans that align client priorities with CES objectives

Monitor account health, including service performance, commercial metrics, and client sentiment

Lead Quarterly Business Reviews (QBRs) and ongoing client governance activities

Identify risks, service gaps, and opportunities for improvement across the client journey

Coordinate cross‑functional teams to resolve client issues and deliver positive outcomes

Act as the primary point of contact for important client communications, including incidents, change initiatives, and business updates

Partner with internal stakeholders to improve service delivery, client satisfaction, and retention

Support the development of a scalable Client Success approach that balances client needs with commercial outcomes and business priorities

About you

6+ years' experience in Client Success, Account Management, or Client Engagement roles, managing complex client portfolios and strategic accounts

Experience managing senior stakeholder and C‑suite client relationships

Background working within SaaS, technology, consulting, systems implementation, or agency environments

Strong commercial awareness with the ability to balance client needs and business outcomes

Experience managing strategic technology or software‑related engagements

Excellent communication, stakeholder management, and presentation skills

Comfortable working across multiple priorities and navigating complex environments

Proactive, organised, and highly accountable, with strong attention to detail

Able to influence, build trust, and drive action across both technical and non‑technical stakeholders

Nice to have

Experience managing multimillion‑dollar client accounts

Experience leading client governance forums and executive‑level reviews

Exposure to managed services, software delivery, or technology‑enabled services environments

Our Values

Scheme success is our success: Our mission is to accelerate recycling rates. We make decisions in the best interest of all schemes to maximise our impact for individuals, community, and the environment.

Win as a Team: The whole is greater than the sum of its parts. Great things are achieved in teams that combine the right expertise and leadership.

Make a Difference: Take initiative, take ownership. Openly communicate the outcome you want and go make it happen!

Be Engaged: Reflect your passion in your work, no matter the task or challenge. Your engagement is a source of inspiration to your peers.

Do the Right Thing: Do the right thing by others and the company, and the rest will follow. Seek win‑win outcomes, listen, act inclusively, and always aim for better.

**Position Title:** Client Success Manager
**Reporting Line:** Head of Client Success – Asia Pacific
**Position Purpose:** The Client Success Manager (CSM) is accountable for the overall health, retention, satisfaction, and growth of an assigned portfolio of clients. Acting as a trusted advisor and executive relationship owner, the CSM develops a deep understanding of each client's business strategy, industry environment, operational processes, and technology landscape to ensure clients realize maximum value from ADP solutions. The role is responsible for building strong stakeholder relationships, conducting regular business and service reviews, proactively identifying risks and early indicators of client dissatisfaction, and driving corrective actions before issues impact retention. The CSM serves as the voice of the client within ADP while representing ADP's capabilities, strategy, and product roadmap to clients. A key aspect of the role is protecting and growing recurring revenue through effective renewal management, client engagement, and identification of upsell and cross‑sell opportunities that align with client business needs. The CSM is expected to leverage insights into the client's organization, workforce strategy, and technology environment to uncover opportunities for expansion, optimization, and innovation. The role also drives continuous improvement by analyzing service performance, identifying operational inefficiencies, and coordinating actions across both ADP and client teams to improve service quality, business outcomes, and overall client experience.
**Key Responsibilities :** Client Retention & Revenue Protection
+ Own client retention outcomes and renewal success.
+ Identify and mitigate churn risks early.
+ Protect recurring revenue and long‑term account value.
Strategic Client Relationship Management
+ Build trusted partnerships with executive and operational stakeholders.
+ Understand client business goals, industry trends, and strategic priorities.
+ Maintain strong stakeholder engagement across the client organization.
Client Value Realization
+ Ensure clients achieve desired business outcomes from ADP solutions.
+ Drive adoption, optimization, and effective use of products and services.
+ Position ADP as a strategic partner rather than a service provider.
Service Governance & Escalation Management
+ Lead service reviews and performance discussions.
+ Manage critical client issues and escalations to resolution.
+ Drive service improvement plans and accountability across stakeholders.
Growth & Expansion
+ Identify upsell, cross‑sell, and expansion opportunities.
+ Align ADP solutions with evolving client business needs.
+ Partner with Sales and internal teams to support revenue growth.
Continuous Improvement & Client Advocacy
+ Recommend improvements to client processes and ADP service delivery.
+ Advocate for client needs within ADP.
+ Drive initiatives that improve efficiency, satisfaction, and business outcomes.
Success Measures
Success in this role is measured through:
+ Client retention and renewal rates
+ Revenue retention and account growth
+ Client satisfaction NPS
+ Reduction in churn risk and escalations
+ Product adoption and value realization
+ Generation of qualified upsell and cross‑sell opportunities
+ Service quality and SLA performance
+ Development of referenceable and advocacy‑level clients
+ Delivery of measurable improvement initiatives for both ADP and clients
**Experience:**
- Minimum 8 years of experience in client success, relationship management, or a related operational role
- Demonstrated track record of building strong client relationships and driving retention across medium to large organizations
- Exceptional communication, interpersonal, and presentation skills
- Strong time management and organizational skills
- Strong negotiation and influencing skills
- Proven ability to think creatively and identify practical opportunities to strengthen client relationships and improve profitability
- Strong analytical, problem‑solving, reporting, and metric‑driven decision‑making capability
- Knowledge of Payroll, Time and Attendance, and HCM industry practices preferred
**Certifications /Qualifications:**
- Relevant tertiary qualification in a business/Technology/Marketing/Human Resources/Finance