Senior Customer Success Manager – GovConnex

Role Overview

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.

What You Will Do

Own retention and renewals, drive onboarding and adoption, build trusted relationships, run a structured engagement rhythm, grow accounts and create advocates, mentor and lead by example, help build the function, and be the voice of the customer.

Why It Might Be a Fit

You’ll need 4+ years in customer success or account management in B2B SaaS, including owning a commercial book end-to-end, a track record of protecting and growing revenue, experience managing a sizeable portfolio, confidence building relationships with senior and executive stakeholders, and commercial judgement.

Requirements

• 4+ years in customer success or account management in B2B SaaS
• owning a commercial book end-to-end: onboarding, renewals, upsell and cross-sell
• protecting and growing revenue
• managing a sizeable portfolio with a structured cadence
• building relationships with senior and executive stakeholders
• commercial judgement: balancing what’s right for the customer with what’s right for the business
• data-informed approach to prioritising your book, diagnosing risk and building a case
• comfort with ambiguity and pace
• hands-on use of AI tools in your day-to-day work
• genuine curiosity about politics, policy and how government decisions affect organisations

Benefits

• Opportunity to grow with the company
• Hybrid work arrangement
• Occasional interstate travel
• Structured training on the government relations landscape and our platform