This role sits within a high-stakes, relationship-led environment supporting clients across transactions and corporate projects. You’ll work closely with customers to drive adoption, retention, and long-term value, acting as a trusted advisor throughout the customer lifecycle.
The business is heavily investing in AI-enabled workflows and internal tooling, giving the team better visibility across customer health, engagement, and growth opportunities - allowing CSMs to spend more time on strategic conversations and less time on admin.
The Role: Customer Success Manager
Salary: $100,000 + Super, 10% bonus
You’ll take ownership of a portfolio of enterprise customers, working closely with stakeholders across onboarding, adoption, renewals, and expansion.
Key responsibilities include:
- Managing and growing relationships across a portfolio of enterprise accounts
- Driving product adoption and customer engagement
- Delivering customer reviews, success plans, and strategic account conversations
- Identifying churn risks early and proactively managing retention
- Partnering with Sales on commercial conversations and growth opportunities
- Acting as the voice of the customer internally across Product, Support, and Marketing
- Supporting new users with onboarding, training, and platform education
- Maintaining strong knowledge of the market, customer challenges, and competitive landscape
- 2+ years’ experience in Customer Success, Account Management, or a similar client-facing SaaS role
- Experience managing and growing customer relationships in a consultative environment
- Strong commercial acumen with the ability to identify growth opportunities
- Confident communicator able to engage with both operational and executive stakeholders
- Experience working with CRM platforms and customer data
- Exposure to financial services, legal, investment banking, or corporate transactions is highly regarded
- Relationship-driven and customer-focused
- Commercially minded with a proactive approach to account growth
- Comfortable operating in fast-paced, high-performance environments
- Naturally organised and detail-oriented
- Interested in using AI and automation tools to improve workflow and customer outcomes
- Collaborative, adaptable, and quick to learn
- Sydney-based role with hybrid flexibility
- 3 days per week in their stunning CBD office with onsite Gym, PT, snacks, and bar
- Regional exposure across ANZ and APAC
- Strong learning and development environment with personal L&D budget to upskill where you choose
pbarratt@sharpandcarter.com.au
