Senior Customer Success Manager

Azeus Convene; United States; Remote; USD 84,000 - 118,000; Full time

Job summary

Azeus Convene is seeking an experienced Senior Customer Success Manager to join the growing Customer Success team. You will manage a portfolio of Australian clients, build trusted relationships with senior stakeholders, and drive retention, renewals, adoption and expansion of Convene, our governance management software used by organizations worldwide.

You will report to the Regional Manager, own the customer lifecycle from onboarding to renewal, and collaborate with cross-functional teams to

Qualifications

• 3+ years’ experience in Customer Success, Account Management, Sales or related role.
• Experience in SaaS environment preferred.
• Strong commercial awareness and ability to identify upsell opportunities.
• Experience engaging with senior stakeholders and decision-makers.
• Excellent written and verbal communication skills.

Responsibilities

• Own the customer lifecycle from onboarding through renewal, retention and expansion.
• Manage a portfolio of Australian client accounts with strong engagement and growth.
• Maintain visibility of customer health, product usage, renewals, risks and opportunities.
• Develop customer advocates through testimonials, case studies and referrals.
• Collaborate with Sales, Product and Marketing to feed customer feedback into roadmaps.

Skills

Customer Success

Account Management

Sales

Relationship Management

CRM systems

Stakeholder engagement

Organizational skills

Communication

Proactive problem-solving

Travel willingness

Tools

CRM tools

Job description

AzeusSystems Limitedis seeking an experiencedSenior Customer Success Managerto join our growing Customer Success team in Australia, supportingConvene, our leading governance management software used byorganizationsacross more than 100 countries.

As a Senior Customer Success Manager, you will play a key role in helping customersmaximizethe value of Convene,buildstrong and trusted relationships, andachievelong-term success. You will manage a portfolio of Australian clients and work closely with senior stakeholders, including CEOs, Board members, Company Secretaries, governanceprofessionalsand executive teams.

This is acommercially focused, relationship-led rolewith responsibility for customer retention, renewals, adoption, accountgrowthand expansion opportunities. You will also playan important rolein developing customer advocates through referrals, testimonials, case studies,referencesand industry opportunities.

The role is suited to someone who isproactive, commercially minded, highlyorganizedandconfidentengaging with senior stakeholders. Interstate travel will berequiredfrom time to time to meet clients, attend customer meetings, industryeventsand conferences.

Visitazeusconvene.comfor more information.

Responsibilities

• Report to the Regional Manager and Head of Global Customer Success.

• Own the customer lifecycle from onboarding through to renewal,retentionand expansion.

• Manage a portfolio of assigned Australian client accounts, ensuring strong engagement, customer satisfaction,retentionand growth.

• Maintain strong visibility of customer health, product usage, engagement, upcoming renewals,risksand growth opportunities.

• Proactively engage with customers to understand their business and governance needs and provide guidance on best practices for using Convene.

• Build andmaintaintrusted relationships with senior stakeholders, including CEOs, Board members, Company Secretaries, governanceprofessionalsand executive teams.

• Identifyopportunities to increase product adoption, drive upsell and cross-sell, andexpand relationships across customerorganizations.

• Develop customer advocates andidentifyopportunities for testimonials, case studies, referrals, references, speakingopportunitiesand other forms of customer advocacy.

• 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, growthopportunitiesand risk mitigation.

• Maintainaccurateand up-to-date records of client interactions, activities,opportunitiesand account information in the CRM system.

• Attend weekly and monthly meetings and provide regular updates on account status, customer engagement, renewals,risksand opportunities.

• Travel interstate asrequiredfor customer meetings, events,conferencesand other business activities.

• 3+ years’ experience in Customer Success, Account Management, Sales, Client RelationshipManagementora relatedrole.

• Experience working in aSaaS environmentis preferred; experience in the technology or IT industry is an advantage.

• Demonstrated experience managing a portfolio of customers and taking ownership of retention,renewalsand account growth.

• Strong commercial awareness and the ability toidentifyand develop upsell and cross-sell opportunities.

• Experience engaging confidently with senior stakeholders anddecision-makers.

• Strongorganizationalandaccount-managementskills, with the ability to manage multiple customers,prioritiesand deadlines effectively.

• Strong experience using CRM systems to manage customer relationships, activities,opportunitiesand account information.

• Excellent written and verbal communication skills.

• A proactive,solutions-focused approach with a strong commitment to customer outcomes.

• Ability to work independently while collaborating effectively with Sales, Marketing, Product and Customer Success teams.

• Willingness to travel interstate asrequired.

Success in the Role Will Be Measured By

• Customer retention and renewal rates
• Net revenue retention and account growth
• Customer adoption and engagement
• Upsell and cross-sell revenue
• Renewal performance and pipeline visibility
• Customer advocacy,referralsand case studies
• Customer satisfaction and Net Promoter Score (NPS)
• Quality and accuracy of CRM data
• Successful onboarding and transition of new customers into ongoing Customer Success