Senior customer success manager

About the role

As a Senior Customer Success Manager, you'll own a portfolio of around 90 mid-market and enterprise customers across their full lifecycle, from onboarding through to renewal and expansion. You'll be the trusted adviser who turns customers into long-term partners and advocates. This is a player-coach role. Alongside your own book, you'll support and mentor a Customer Success Manager and our support and billing specialist, and help shape how our customer success function grows. You'll report to the Customer Success Lead and work closely with our sales and product teams. We're looking for someone who will push the function forward, bring ideas, spot our blind spots and help build the playbooks and processes that will carry us through our next stage of growth. As we expand into new markets, there's real scope for this role to grow with us. We're a profitable, growing team of around 15 people, based in Sydney with a presence in the UK. We've just launched a completely rebuilt platform and a new product for monitoring global developments such as tariffs and foreign parliaments, and we're planning expansion into broader Asia-Pacific and the EU. Hybrid, with the team together in the office on Mondays, Wednesdays and Fridays, and working from home on Tuesdays and Thursdays. Occasional interstate travel to visit customers, for example to Melbourne, Canberra and Brisbane. Send us your CV and a short note on why this role appeals to you.

What you’ll do

• Own retention and renewals. Take full ownership of renewals across your portfolio, identify risk early and run disciplined save plans, including commercial negotiations.
• Drive onboarding and adoption. Lead onboarding for new customers and help every account embed GovConnex in their daily workflows, so they see clear, measurable value.
• Build trusted relationships. Become a credible adviser to heads of corporate affairs, government relations and policy, many of whom report directly to their CEO or board. Stay multi-threaded across each account and keep an evidence-based view of customer health.
• Run a structured engagement rhythm. Keep in regular, personal contact with every customer: monthly check-ins, quarterly meetings and an executive business review ahead of each renewal.
• Grow accounts and create advocates. Identify and progress expansion and cross-sell opportunities, and develop references and case studies from successful customers.
• Mentor and lead by example. Coach and support the wider customer success team day to day, and share what works.
• Help build the function. Contribute to the playbooks, processes and reporting that help us scale, and bring a point of view on how we can do things better.
• Be the voice of the customer. Capture structured feedback and work with our product team to inform the roadmap.
• Work smarter with AI. Use AI and modern tooling to raise the quality and speed of your work and help the team do more with less.

What you’ll bring

• 4+ years in customer success or account management in B2B SaaS, including owning a commercial book end-to-end: onboarding, renewals, upsell and cross-sell.
• A track record of protecting and growing revenue, with the numbers to show for it.
• Experience managing a sizeable portfolio with a structured cadence, without losing the personal touch.
• Confidence building relationships with senior and executive stakeholders.
• Experience coaching, mentoring or onboarding other team members, and an appetite to take on more leadership over time.
• Commercial judgement: you can balance what's right for the customer with what's right for the business.
• A data-informed approach to prioritising your book, diagnosing risk and building a case.
• Comfort with ambiguity and pace. You take ownership, act without waiting to be told, and enjoy building in a small team.
• Hands-on use of AI tools in your day-to-day work.
• Genuine curiosity about politics, policy and how government decisions affect organisations.
• Nice to have: exposure to government relations, public affairs or regulated industries, and experience with HubSpot, Vitally or similar CS platforms. You don't need a political background to succeed here. We provide structured training on the government relations landscape and our platform.