Senior Customer Success Manager

🔥 0 minutes ago

🇦🇺 Australia – Remote

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 15%

What it means: how likely this posting is sitting open without active hiring.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

Apply Now

Find Similar Remote Jobs

Set Up Email Alert For New Jobs

📊 Check your resume score for this job

Improve your chances of getting an interview by checking your resume score before you apply.

Upload Resume

Convene

WebsiteLinkedInAll Job Openings

201 - 500 employees

🏢 Enterprise

📋 Compliance

🔐 Security

Enterprise • Compliance • Security

Convene is a leading board portal software company developed by Azeus Systems. It provides tools for directors and administrators to enhance communication and collaboration, simplifying meeting preparation, document exchange, and online voting. Convene is trusted by Fortune 500 companies, FTSE 100 businesses, financial institutions, governments, and non-profit organizations in over 100 countries. It offers high-level security and compliance with CMMI Level 5 certification, ensuring stable and mature processes. Convene is designed to enhance corporate governance and secure communication channels for boards of directors and shareholders meetings.

📋 Description

• Report to the Regional Manager and Head of Global Customer Success. • Own the customer lifecycle from onboarding through to renewal, retention and expansion. • Manage a portfolio of assigned Australian client accounts, ensuring strong engagement, customer satisfaction, retention and growth. • Maintain strong visibility of customer health, product usage, engagement, upcoming renewals, risks and growth opportunities. • Proactively engage with customers to understand their business and governance needs and provide guidance on best practices for using Convene. • Build and maintain trusted relationships with senior stakeholders, including CEOs, Board members, Company Secretaries, governance professionals and executive teams. • Identify opportunities to increase product adoption, drive upsell and cross-sell, and expand relationships across customer organizations. • Develop customer advocates and identify opportunities for testimonials, case studies, referrals, references, speaking opportunities and 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, growth opportunities and risk mitigation. • Maintain accurate and up-to-date records of client interactions, activities, opportunities and account information in the CRM system. • Attend weekly and monthly meetings and provide regular updates on account status, customer engagement, renewals, risks and opportunities. • Travel interstate as required for customer meetings, events, conferences and other business activities. • Success is measured by retention and renewal rates, net revenue retention, account growth, adoption, engagement, upsell and cross-sell revenue, pipeline visibility, advocacy, satisfaction/NPS, CRM data quality, and successful onboarding.

🎯 Requirements

• 3+ years' experience in Customer Success, Account Management, Sales, Client Relationship Management or a related role. • Experience working in a SaaS environment is preferred; experience in the technology or IT industry is an advantage. • Demonstrated experience managing a portfolio of customers and taking ownership of retention, renewals and account growth. • Strong commercial awareness and the ability to identify and develop upsell and cross-sell opportunities. • Experience engaging confidently with senior stakeholders and decision-makers. • Strong organizational and account-management skills, with the ability to manage multiple customers, priorities and deadlines effectively. • Strong experience using CRM systems to manage customer relationships, activities, opportunities and 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 as required.