Manager, Customer Success – APAC, EMEA

Job not on LinkedIn

🔥 2 minutes ago

🇦🇺 Australia – Remote

💵 A$110.8k - A$138.5k / year

⏰ Full Time

🟡 Mid-level

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Sensiba LLP

WebsiteLinkedInAll Job Openings

501 - 1000 employees

💼 Consulting

🏗️ Construction

🏥 Healthcare

Consulting • Construction • Healthcare

Sensiba LLP is a U. S. -based accounting and business consulting firm that provides audit & assurance, tax, consulting, governance, risk & compliance (GRC), cybersecurity assessments (including penetration testing), software advisory, and sustainability/ESG services. The firm serves mid-market and enterprise clients across industries such as technology, venture capital, real estate, construction, manufacturing, agribusiness, hospitality, and local government. As a Certified B Corporation, Sensiba emphasizes people-first culture, social and environmental impact, and technical expertise to help organizations manage risk, achieve compliance, and support sustainable growth.

📋 Description

• Support the global customer success function guiding GRC clients from onboarding through audit readiness, delivery collaboration, and renewal • Lead the APAC Customer Success Manager team while remaining hands-on with key client engagements, audit readiness, and internal process design • Provide day-to-day leadership, guidance, and operational oversight for the APAC CSM team, with support for EMEA teams as required • Own team performance management, including goal-setting, 1:1s, and formal reviews • Foster a high-performance, customer-centric culture through coaching, mentoring, and professional development • Act as the primary escalation point for customer, operational, and team-related issues • Collaborate with the Global Director of Customer Success & Sales Engineering on departmental objectives and strategic initiatives • Prepare and deliver operational reports, performance dashboards, and business analytics to senior leadership • Manage interim ownership of assigned client accounts during scaling, transitions, or coverage gaps • Manage renewal cycles, recurring client engagements, expansion requests, scope changes, and proposal creation • Provide feedback on pricing and packaging based on client insights • Develop and execute Customer Success strategy for an APAC portfolio segment • Drive initiatives focused on retention, growth, satisfaction, and long-term account health • Collaborate with Delivery, Audit, Sales, Sales Engineering, Technology, Operations, Finance, and Accounts teams • Maintain Salesforce and HubSpot integrations and support Salesforce governance • Build workflows and automations to streamline Customer Success and Audit Delivery processes • Engage with MSP partners and Accounts to align billing and delivery • Create training materials and host onboarding sessions • Mentor peers and share best practices • Serve as a subject matter resource for the broader Customer Success team

🎯 Requirements

• 5+ years’ experience in a Customer Success, Account Management, or client-facing role • At least 2 years directly leading, coaching, and performance-managing a Customer Success or client-facing team • Proven track record of hiring, developing, and retaining high-performing talent • Proficiency with Salesforce, including opportunity management, automation, and field configuration • Proficiency with HubSpot, including workflows and pipelines • Experience using client contracting tools and project tracking tools such as Jira • Excellent written and verbal communication skills • Ability to manage multiple client relationships simultaneously • Ability to identify process gaps and drive improvements through documentation and structured playbooks • Experience working across Sales, Delivery, Technology, and Finance/Accounts teams • Working knowledge of SOC 2, HIPAA, and GDPR compliance frameworks • Experience working with MSP partners or in a channel/partner management context • Background in audit delivery, GRC, or information security • Familiarity with creating training content and facilitating internal enablement sessions, such as Loom recordings and live workshops • Exposure to billing and revenue operations workflows • Candidates must be located in Australia

🏖️ Benefits

• 30 days of Annual Leave • Personal/carer's leave • Parental leave • Volunteer days • Salary packaging and novated leasing program for vehicles • Flexible and remote work • WeWork subscriptions • Access to local offices for team collaboration • Annual discretionary performance-based bonus • Tuition reimbursement • Support for professional certifications (CA/CPA etc.) • Structured mentorship • Choice of a high-spec Mac or PC setup • DEI initiatives • Employee resource groups • Comprehensive wellness programs • Commission eligibility