Senior Customer Success Manager

Schedule/Hours

8 AM – 5 PM Australian Time - Mon-Fri.

Equipment

Company Provided

The Senior Customer Success Manager will manage a portfolio of key accounts in the SaaS industry, with the most complex global accounts. You’ll build trusted relationships, drive product adoption, and ensure customers achieve measurable business outcomes. Acting as a strategic advisor and cross-functional liaison, you’ll deeply understand customer needs, coach them toward success, and continuously seek insights to strengthen the partnership.

Day in the Life

• Daily: Coordinate/participate in customer/internal calls; manage Gainsight CTAs; document/send meeting notes/recaps; build decks/agendas; practice.
• Weekly: Update renewal forecasts/CS Object fields; manage active escalations; build/review account plans, actioning at-risk/unengaged accounts.
• Monthly: Track toward MBO/KPI attainment; lead 45-60 min customer call (EVERY c...