TL;DR
Manager Customer Success (SaaS): Leading and evolving the Customer Success function to drive adoption, retention, and expansion of SaaS solutions with an accent on operational cadence, governance, and measurable outcomes. Focus on building high-performing teams, managing strategic customers, and driving commercial impact through value-led engagement.
Location: Must reside in Melbourne, Australia
Company
Objective is a leading developer of SaaS solutions for government with over 400 employees and multiple development labs across Australia, New Zealand, the USA, and the UK.
What you will do
- Drive customer value and lifecycle success through outcome-focused Customer Success Plans and Executive Business Reviews
- Implement customer health frameworks, risk management, and renewal readiness activities
- Identify expansion opportunities and partner with Sales on renewals and growth
- Establish operational cadence, governance, and performance tracking for the Customer Success team
- Lead and coach Customer Success Managers to deliver strategic, value-led customer engagement
- Manage a portfolio of strategic customers to model best practices and refine value delivery
Requirements
- Must reside in Melbourne, Australia
- 6+ years in Customer Success, Account Management, or customer-facing SaaS roles
- 4+ years leading or mentoring Customer Success Managers with experience in governance and performance management
- Experience managing complex enterprise or government customers
- Proven success driving retention, adoption, and expansion through value-led engagement
- Strong commercial acumen and collaboration with Sales, Services, Product, and Support teams
Culture & Benefits
- Purpose-driven work delivering meaningful customer outcomes
- Flexible work arrangements and focus on wellbeing
- Investment in learning, development, and career growth
- Collaborative, high-trust team culture centered on quality