Customer Success Manager guiding onboarding processes for clients at ApprovalMax. Focusing on relationship management, metrics monitoring, and collaboration for customer growth in Brisbane.
About the role
- Head of Customer Success overseeing US Enterprise clients at Interact, improving customer engagement and success metrics.
Responsibilities
- Lead, coach, and develop a team of approximately 2–3 Enterprise Customer Success Managers, setting clear expectations, driving accountability, and supporting career growth.
- Own the US Enterprise Customer Success strategy, ensuring consistent execution across onboarding, adoption, renewal, and expansion.
- Set the standard for customer engagement by guiding the team on executive-level relationship management and value-based success planning.
- Monitor team and customer health metrics, proactively addressing risk, removing blockers, and managing escalations as needed.
- Partner closely with Sales, Product, and Support leadership to drive net revenue retention, expansion, and customer advocacy.
- Forecast renewals and expansion, ensuring accurate reporting and operational rigour across the enterprise portfolio.
- Act as the senior voice of the customer internally, translating insights into product and process improvements at scale.
Requirements
- Minimum of 2+ years’ experience leading Customer Success teams in a SaaS environment, with direct responsibility for people management, performance, and outcomes.
- Proven track record of building, coaching, and retaining high‑performing Customer Success Managers, ideally supporting enterprise customers.
- Demonstrated ownership of Customer Success strategy across a portfolio, including renewals, expansion, adoption, and customer health at scale.
- Experience setting goals, defining success metrics, and holding teams accountable to retention and net revenue targets.
- Strong ability to influence and align senior internal stakeholders (Sales, Product, Support, Implementation) to drive customer and business outcomes.
- Deep expertise in Customer Success best practices, including value realization, churn prevention, escalation management, and expansion strategy.
- Experience leveraging Customer Success platforms and data to enable forecasting, risk management, and decision making.
- Advanced knowledge and use of MS365 tools.
Benefits
- 25 Holidays/PTO (with the option to buy and sell additional days)
- 401K contributions after 3 months service
- Company healthcare plans or 3rd party reimbursement
- Voluntary Dental, Vision and Life Cover
- Flexible Saving Account
- Employee Discount and Reward Program
- Reimbursement for use of personal mobile phone
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