Job Senior Customer Success Manager | Cloud HCM/WFM SaaS Solutions | Hybrid, Melbourne

This long-established, Australian technology success story delivers innovative Cloud-native Workforce and Human Capital Management solutions to enterprise and government customers across Australia, the UK and the US. Renowned for its ingenuity, product depth and technical excellence, the organisation has reached an exciting inflection point — investing in the creation of a world-class Customer Success practice to support continued growth and deepen client partnerships.

As Senior Customer Success Manager, you’ll play a pivotal, foundation-building role. Partnering closely with the Chief Customer Officer and key cross-functional leaders (Professional Services, Product, Sales and Executive), you’ll help to design, structure and operationalise the Customer Success practice from first principles. You’ll define the Customer Success roadmap, develop success metrics and playbooks, help select and implement the tools and systems to underpin customer lifecycle management, and embed best-practice frameworks and AI-enabled insights to scale effectiveness.

This role is ideal for a strategic yet hands-on CSM who thrives on building teams, designing process, and driving tangible customer outcomes. As the practice grows, this appointment will evolve naturally into a leadership position.

You will bring:

• Proven experience in Customer Success, Account Management or Customer Experience within a software / SaaS / Cloud environment
• Demonstrated ability to build or mature Customer Success frameworks, playbooks or operational processes
• Strength in stakeholder engagement, influencing across Product, Professional Services, and Executive teams
• A data-driven mindset – defining KPIs, success metrics and value realisation frameworks
• Commercial acumen and the ability to identify growth opportunities within existing client portfolios
• Excellent communication, leadership, and problem-solving skills

In return, you’ll join a forward-thinking SaaS vendor with a strong, loyal client base and a reputation for technical excellence and customer care. You’ll be empowered to shape the future of the Customer Success division — with genuine executive backing, a collaborative, innovative culture, and a hybrid working model (2–3 days in office).

If you’re a builder by nature — a leader who combines strategy, structure, and empathy to create lasting customer partnerships — this is your opportunity to make your mark.

Interviews are taking place immediately.