Manager, Client Success - Enterprise

1 мес. назад

AustraliaWorldwideSeniorHybrid

Managing client success for enterprise customers at to enhance brand-consumer connections and drive business insights.

Обязанности

is seeking an experienced Customer Success leader to run our APAC Client Success Strategic Team for a defined 12-month engagement covering maternity leave. This is a second-line leadership role. You will directly manage 4 Client Success Managers holding some of 's most important APAC Enterprise accounts, and 1 Manager who leads their own team of 4 CSMs across the SMB and mid-market segment. In total you will lead a group of around 9 people across two segments.
You will work alongside the APAC Managing Director and Sales DVP to own retention and expansion outcomes across both books of business. 
We are looking for a natural leader with executive presence, strong commercial instincts, and the ability to hold team leadership and the development of a fellow manager.  You will ramp fast, hold team continuity through the year, and set the team up for a clean handover back at the end of the engagement.
Lead and inspire. Manage, mentor, and motivate 4 Client Success Managers focused on our most strategic accounts in APAC, and develop the CS Manager who leads the SMB and mid-market team. Coach both your CSMs and your manager, using data (Gong call reviews, Gainsight, Staircase AI and portfolio performance metrics) to provide real-time, actionable feedback. Represent the wider team in APAC CS leadership forums and shape its culture through the interim window.
Drive revenue performance. Own retention, renewal, and expansion outcomes across both the Enterprise portfolio and the SMB & Mid-Market portfolio. Ensure progress against Renewal, Churn, NRR, and CSAT targets across both segments. Hold the team accountable through disciplined forecasting, portfolio reviews, and executive business review cadence.
Architect account strategy. Guide your team as they navigate multi-product relationships with a focus on improving usage, adoption, and overall customer health to drive successful renewal and expansion outcomes. Identify risk and opportunity within the account patch early and support your team in navigating both.
Own executive client relationships. Personally hold executive relationships (VP and C-suite) across the APAC Portfolio. 
Solve and scale. Serve as an escalation point for the team's client challenges across both segments. Represent the voice of the client cross-functionally with Product, Marketing, and Sales. Support team enablement and adoption as new solutions come to market.
Ensure continuity. Take a structured handover from the outgoing manager. Maintain and evolve team playbooks so both teams sustain performance beyond the contract. Support a clean handover back at the end of the 12-month period.

Требования

10+ years of experience (with at least 2 years management experience). A proven track record of managing enterprise-level customer portfolios and exceeding retention targets, ideally with another SaaS, MarTech, or e-commerce platform.
Leadership DNA. Prior experience leading or coaching a team of Customer Success professionals (formal management, extended Team Lead, or player-coach experience). Experience managing or developing another people-manager is a strong advantage. Comfortable with the full management cycle including HPCs, IDPs, hiring, and performance management. Demonstrated experience acting as an owner, fixing problems and scaling solutions with minimal manager oversight. Passion for mentorship and coaching.
Executive presence. Demonstrated ability to hold executive-level (VP and C-suite) client relationships and cultivate productive executive champions in strategic accounts.
High emotional intelligence. Collaborative and coachable; equally comfortable giving and receiving feedback. Confident but with the humility to prioritise collective success.
Strategic acumen. Ability to articulate 's value proposition and connect it to client outcomes. Comfortable operating across strategic and tactical horizons within the same day, and across two segments with different economics.
Exceptional communication skills. Both written and verbal. Confidence and presence required to present to C-suite stakeholders, and the ability to energise a team of individual contributors and a fellow manager around a collective vision.
Data-driven DNA. Ability to understand the metrics that matter, use historical data to predict future outcomes, and quantify risk appropriately. Must have proficiency in modern CS and CRM tooling (e.g. Gainsight, Salesforce, Gong, or equivalents).
Interim / fixed-term comfort. Comfort with defined-scope, defined-timeline engagements. Prior experience in interim, secondment, or leave-cover roles is a strong advantage.

Будет плюсом

Experience with Fortune 1000 retailers or major consumer brands.
Familiarity with the UGC, social commerce, or e-commerce content space.
Familiarity with AI-enabled CS workflows and curiosity about how AI is reshaping the CS function.