Senior Manager, Customer Success

Role overview

A remote leadership opportunity is available for an experienced Customer Success leader to manage a regional team across APJ. The position centers on guiding a group of senior individual contributors who own enterprise client relationships, drive platform consumption, and ensure measurable business outcomes. The leader will shape regional go-to-market strategy, act as an executive escalation point, and align cross-functional partners around retention and expansion goals.

Responsibilities

- Lead, coach, and develop a team of senior Customer Success Managers accountable for account health, adoption, usage growth, value realization, and customer advocacy across the APJ region. - Guide the team in helping large enterprise clients design holistic customer engagement strategies that combine data infrastructure with communication channels. - Serve as the executive escalation contact for strategic accounts, building trusted-advisor relationships with senior leaders across IT, Product, Marketing, and Operations. - Partner with Sales, Professional Services, Renewals, and Technical Support to protect recurring revenue, secure renewals, and pursue expansion opportunities. - Oversee account-health tracking, forecasting, and reporting, establishing proactive risk identification and mitigation processes. - Refine local Customer Success practices to align regional operations with the broader global customer engagement strategy.

Requirements

- Three or more years of people management experience in Customer Success, with a demonstrated track record of hiring, coaching, and developing high-performing teams. - Eight or more years of total Customer Success Management or Account Management experience within complex enterprise environments. - Experience leading teams that manage Fortune 500 or other large, multi-faceted enterprise organizations. - Proven ability to navigate complex, multi-regional client structures across APJ and to achieve retention and revenue targets. - Comfort leading business and value conversations with both technical stakeholders (data, IT, engineering) and line-of-business executives. - Empathetic leadership style with strong crisis-communication, escalation management, and executive negotiation capabilities.

Nice to have

- Experience with usage- or consumption-based revenue models and driving adoption and consumption expansion. - Background or familiarity with Customer Data Platforms (CDP), MarTech stacks, communications APIs, or broader B2B SaaS ecosystems.

Benefits and work setup

- Remote role based in Australia, with approximately 20-25 percent travel expected for customer and team engagement. - Standard offerings include competitive pay, generous time off, parental and wellness leave, healthcare, and a retirement savings program, with specifics varying by location.