Lead Customer Success Manager acting as a strategic partner for financial institutions in Australia. Driving engagement strategies to unlock value from data and tools across client organizations.
About the role
- Customer Success Manager managing a portfolio of key clients ensuring success through tailored support. Focused on compliance solutions and fostering long-term client relationships.
Responsibilities
- Develop and maintain strong, long-lasting relationships with a portfolio of key clients, ensuring satisfaction, loyalty, and account retention.
- Act as a trusted advisor to clients, providing strategic insights to guide business decisions, product development, and service improvements.
- Monitor industry trends, competitor activity, and market changes to proactively anticipate client needs and recommend tailored solutions.
- Proactively manage account health by assessing satisfaction, resolving issues quickly, and optimizing the overall customer experience
- Serve as the primary point of contact for assigned accounts, maintaining regular and responsive communication via email, phone, and virtual meetings.
- Ensure accurate and thorough record-keeping in the CRM to support reliable reporting and transparent customer interactions.
- Collaborate closely with Sales, Product, and Technical teams to resolve escalations and deliver seamless customer support.
- Lead customer onboarding, conduct training sessions, and create resources to help clients maximize the value of our products and services.
- Identify and leverage upsell and cross-sell opportunities to drive account growth and revenue.
- Prepare and present clear reports on account status, product usage, and actionable recommendations for clients and internal stakeholders.
- Manage escalations efficiently in line with company SLAs, maintaining client trust and satisfaction.
Requirements
- 2–5 years of proven experience in customer relationship management or customer service in a B2B environment
- Excellent communication skills and the ability to build long-term relationships with clients at various organizational levels
- Strong results orientation with solid analytical and problem-solving abilities
- Good understanding of compliance, supplier management, or health & safety issues (an asset)
- Knowledge or experience with similar platforms (compliance, supplier management, GRC) is a plus
Benefits
- Integrated mental health & wellbeing support
- Vacation – starting at 3 weeks
- Wellness Days & Annual Giving Day – an extra to give back to yourself or your community
- Comprehensive medical and dental coverage
- End of the year, company-wide shut down for you to relax and recharge
- LinkedIn Learning License for upskilling & development
Job title
Job type
Experience level
Salary
Degree requirement
No Education Requirement
Location requirements
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