Strategic Customer Success Manager – ANZ

Smart Communications group; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Annual bonus

Vision benefits

Subsidised gym membership

Birthday leave

Paid parental leave

20 days holiday

Job summary

Smart Communications is seeking a Customer Success Manager to own a portfolio of ANZ customer relationships, driving adoption, retention and growth. You’ll monitor health metrics, conduct reviews with executives, and partner with Sales and Professional Services on renewals and expansions.

You will work in a hybrid APAC setup with travel to customer sites as needed, contributing to scalable CS processes and building advocacy through references and events.

Qualifications

• 5+ years in a customer-facing role (CSA/Account Mgmt) at a SaaS or cloud provider.
• Track record of retaining customers and growing accounts.
• Confident communication and presentation with senior stakeholders.
• Commercial awareness and ability to advocate and push back when needed.
• Strong analytical and planning skills; comfortable with health scores and data.
• Experience with Salesforce or similar CRM.
• Advantageous: knowledge of CCM, enterprise software or regulated industries.

Responsibilities

• Build trusted, long-term relationships with customers, from day-to-day users to executive sponsors.
• Drive adoption, outcomes and ROI through proactive engagement and regular business reviews.
• Monitor customer health, flag risks early and lead action plans to resolve them.
• Own renewals and identify expansion opportunities, partnering with Sales and Professional Services.
• Run the NPS feedback loop: follow up with customers and turn insights into action across the business.
• Grow customer advocacy through references, case studies, events and community participation.
• Help shape scalable, repeatable Customer Success processes and playbooks.

Skills

Customer-facing experience

Account management

Communication skills

Commercial awareness

Analytical planning

Tools

Salesforce CRM

Job description

Smart Communications is seeking a Customer Success Manager to own a portfolio of ANZ customer relationships, driving adoption, retention and growth. You’ll monitor health metrics, conduct reviews with executives, and partner with Sales and Professional Services on renewals and expansions.

You will work in a hybrid APAC setup with travel to customer sites as needed, contributing to scalable CS processes and building advocacy through references and events.