Customer Success Manager (Public Sector) – Tech / SaaS

Role Overview

Reporting to the Director of Customer Success, you will be responsible for managing Government Accounts (State and LAC) in mid-market and enterprise portfolio of accounts, understanding customer needs, and delivering comprehensive engagement to foster strong relationships and measurable business outcomes.

What You Will Do

Provide proactive customer service and support to drive customer satisfaction, manage subscription renewals, maintain up-to-date account intelligence, and collaborate with the Customer Experience team to develop scalable approaches for managing a large portfolio.

Why It Might Be a Fit

You will serve as a trusted advisor to customers, guiding them through onboarding, product adoption, retention, and growth initiatives to optimize customer lifetime value, and identify churn risks and implement proactive measures to address them.

Requirements

• Recent experience managing accounts in the public sector (Preferably State / LAC)
• Experience owning the end to end renewals cycle
• Experience managing a large book of business – more than 50 accounts
• Excellent negotiation and decision-making skills, with a data-driven approach to prioritisation.
• Ability to identify and act on growth opportunities.
• Proficiency in Salesforce and Microsoft Office tools.
• Exceptional program management skills, combining creative problem-solving, business acumen, and analytical aptitude.
• Strong interpersonal and communication skills, with the ability to engage and build relationships with executive stakeholders.
• Ability to work independently, take initiative, and thrive in a fast-paced environment.
• Cultural awareness and appreciation for diversity in professional settings

Benefits

• Quarterly wellbeing day off
• Four additional days off annually for your ‘YOU’ Days
• Wellbeing and technology allowance
• Annual flu vaccinations
• Hybrid flexibility for this role
• Nearmap subscription
• Stocked kitchen with access to all the snacks you need
• In-office lunch every Tuesday and Thursday at our Sydney CBD office
• Showers available for anyone cycling to work or lunchtime gym-goers!