Customer Success Manager

Customer Success Manager - Next-Gen ERP Platform

Are you an experienced Customer Success Manager passionate about driving adoption, demonstrating ROI, and fostering long-term strategic partnerships?

On Offer: $150,000-170,000k Base + Super + Bonus

Our client is looking to add a proactive and empathetic CSM to join their team in Sydney. You will be instrumental in ensuring their clients maximise the value of their powerful, all-in-one Project Management and Business Centralisation platform. This platform acts as a modern ERP system, unifying financials, communication, document management, and critical operational processes for project-centric organisations.

Your mission is to turn every client into a raving advocate and drive sustainable growth through renewals and upsells. As a Customer Success Manager, you will manage a portfolio of mid-market and enterprise accounts, guiding them through successful platform adoption and embedding our solution into their daily operations.

Key Responsibilities

• Build and nurture strong, strategic relationships with key stakeholders, including executive sponsors and end-users, becoming their trusted advisor.
• Lead post-sale onboarding processes, drive platform adoption, and create tailored success plans that align with the client's business goals and KPIs.
• Proactively monitor customer usage, identify potential risks, and implement intervention strategies to ensure clients are achieving measurable ROI from the platform.
• Manage the renewal process end-to-end, and collaborate closely with the Sales team to identify and facilitate upsell and cross-sell opportunities within your existing accounts.
• Act as the voice of the customer, collecting feedback on product gaps and working with Product and Engineering teams to influence the product roadmap.
• Develop and deliver engaging training, workshops, and best practice content to drive proficiency and user engagement.

What You'll Bring

• 5+ years of successful experience as a Customer Success Manager in a B2B SaaS environment, ideally within complex business solutions (ERP, Project Management, Financial Systems, etc.).
• Proven ability to manage a diverse customer portfolio and develop strategic account plans that focus on long-term client success and growth.
• Comfort in discussing and explaining complex software functionality, especially concerning integrated business processes (finance, operations, data).
• Exceptional interpersonal, presentation, and written communication skills, with a genuine desire to solve customer problems.
• Highly skilled at prioritising tasks, managing churn risk, and documenting customer interactions in a CRM (e.g., Salesforce, Gainsight).

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