Strategic Client Success Manager - Growth & Retention

Smartgroup; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Job summary

Circular Economy Systems (CES) in Sydney seeks a Client Success Manager to own delivery across multiple client projects and retainers, ensuring on-time, on-budget outcomes. You will be the main client contact, guiding ecommerce growth strategies while coordinating with design and engineering teams.

You'll manage onboarding through renewal, develop strategic plans, monitor health and metrics, and drive governance with cross-functional stakeholders to maximise retention and value.

Qualifications

• 6+ years in Client Success or Account management.
• Experience handling strategic, multi-client portfolios.
• Experience with SaaS, tech consulting, or agency environments.
• Strong communication and stakeholder management.

Responsibilities

• Own a portfolio of strategic client accounts from onboarding to renewal.
• Lead client governance and quarterly business reviews.
• Coordinate cross-functional teams to deliver on client expectations.
• Identify risks and opportunities to improve value and retention.
• Maintain high client satisfaction and long-term retention.

Skills

Client success

Account management

Stakeholder management

SaaS / software delivery

E-commerce knowledge

Project coordination

Job description

What Strategic Client Success Manager Growth R...

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Client Success Manager | High-end E-commerce Digital Agency

Sydney (Redfern) | Hybrid

A fast-growing Shopify Plus specialist agency working with some of Australia's most well-respected brands is looking for a Client Success Manager to own delivery across multiple client projects and retainers, ensuring they land on time, on budget, and to a high standard.

You'll be the primary point of contact for clients, guiding e-commerce growth strategy alongside project delivery, and working closely with internal design and engineering teams.

What you\'ll do:

Own multiple concurrent client projects/retainers end to end

Act as primary client contact, gathering requirements and setting expectations

Identify and guide e-commerce growth levers: CRO, AOV, retention, revenue

Establish and monitor timelines, milestones, and deadlines

Collaborate with leadership on project budgets and financial tracking

What they\'re looking for:

3+ years in an agency environment, strong project delivery track record

Experience with Shopify or e-commerce platforms

Strong negotiation, influencing, and stakeholder management skills

A background or strong interest in design/UX principles

Excellent written and verbal communication, high attention to detail

Hybrid working, genuine ownership of client relationships, and exposure to some of Australia\'s best DTC brands.

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.

\u2022\u2009You\'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.

The Client Success team follows a Client for Life Philosophy, and individuals in this role ensure that every Gartner client receives value far exceeding their investment. Associates seek to understand and surface clients’ business priorities, breakdown challenges, and identify the most effective ways to support the client in making the right decisions for their business. To thrive in this environment, associates must be continuous learners who are adaptable to change, demonstrate a champion mindset, and exhibit purposeful persistence. They are responsible for onboarding clients, proving the concept of Gartner services, and stimulating client engagement of products that are used by large client teams.

What you will do:

Regularly meet and engage with clients virtually to understand their business priorities, and recommend a program of action that drives high value, client retention, and client return on investment.

Uncover and capture how the client measures value (creating Value Statements) to ensure value is recognized and delivered throughout the life of the contract.

Build, develop, and manage relationships with C-level clients across various business functions, acting as an apprentice in influencing and problem-solving with these senior stakeholders.

Collaborate with internal Gartner partners (such as Sales and Executive Partners) to overcome obstacles, ensure clients have the correct access, and maximize the value Gartner delivers.

Occasionally serve as a core team member in operational improvement initiatives.

Contribute to the success of the broader team by occasionally coaching others in areas of expertise or providing long-term mentoring.

Conduct regular reviews of the client book of business, looking into performance and key client engagement metrics to ensure the renewal and retention of clients.

What you will need:

4+ years relevant professional experience.

Customer centricity and commercial mindset to drive renewal of the business.

A proven track record of excellence fuelled by strong Executive Presence, communication, collaboration, prioritization, critical thinking, and influencing skills.

Strong analytical skills, specifically the ability to translate raw data and understand technology/business workflows in order to convert business insights into actionable recommendations.

A passion for client service, coupled with the ability to understand and capture client Mission Critical Priorities (MCPs) and business requirements.

• LI-MA2

• Hybrid

Who are we?

At Gartner, Inc. (NYSE:IT), we guide the leaders who shape the world.

Our mission relies on expert analysis and bold ideas to deliver actionable, objective business and technology insights, helping enterprise leaders and their teams succeed with their mission-critical priorities.

Since our founding in 1979, we’ve grown to 20,000 associates globally who support over 13,000 client enterprises in ~90 countries and territories. We do important, interesting and substantive work that matters. That’s why we hire associates with the intellectual curiosity, energy and drive to want to make a difference. The bar is unapologetically high. So is the impact you can have here.