Strategic Client Success Manager — SaaS Adoption & Growth

Nextens; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Job summary

LexisNexis Risk Solutions | IDVerse is hiring a Client Success Manager in Sydney. You’ll partner with customers after implementation to realise value, drive adoption, retention, and long-term growth, acting as a trusted advisor across teams.

In this hybrid role, you’ll own relationships post go-live, conduct QBRs/EBRs, support renewals, and identify expansions. You’ll collaborate with Product, Engineering, Support, Delivery, and Sales to ensure exceptional customer outcomes.

Qualifications

• 5+ years’ experience in Customer Success or similar SaaS environment.
• Experience managing customer portfolios and driving retention outcomes.
• Strong stakeholder management from end users to senior executives.
• Experience supporting renewals, expansion opportunities, and revenue growth initiatives.
• Strong understanding of customer onboarding, enablement, and adoption best practices.
• Experience delivering customer workshops, training sessions, or product demonstrations.
• Strong problem-solving and escalation management capabilities.
• Excellent communication, presentation, and relationship-building skills.
• Ability to analyse customer data and translate insights into action.
• Proactive and highly organised with attention to detail.

Responsibilities

• Own customer relationships following go-live and be the primary contact for ongoing success.
• Drive adoption, enablement, and value realisation through training, education, and strategic guidance.
• Build strong relationships with operational, technical, commercial, and executive stakeholders.
• Conduct Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs).
• Monitor customer health, identify risks early, and proactively address challenges.
• Support renewals by demonstrating value, outcomes, and business impact.
• Identify growth opportunities and partner with Sales on expansion initiatives.
• Advocate for customers internally across Product, Engineering, Support, Delivery, and Sales teams.
• Coordinate issue resolution and maintain clear customer communication during incidents.
• Capture customer feedback, market insights, and success stories to help shape future product development.

Skills

Customer Success

Account Management

SaaS

Stakeholder Management

Renewals

Training Delivery

Product Demos

Communication Skills

Data Analysis

Relationship Building

Job description

LexisNexis Risk Solutions | IDVerse is hiring a Client Success Manager in Sydney. You’ll partner with customers after implementation to realise value, drive adoption, retention, and long-term growth, acting as a trusted advisor across teams.

In this hybrid role, you’ll own relationships post go-live, conduct QBRs/EBRs, support renewals, and identify expansions. You’ll collaborate with Product, Engineering, Support, Delivery, and Sales to ensure exceptional customer outcomes.