Customer Success Manager

The Client

Our client is a global, AI-powered GovTech SaaS vendor undergoing continued expansion across ANZ, North America & EMEA.

Backed by private investment and with a clear global growth strategy, the business is continuing to invest across its GTM organisation, with Customer Success playing a critical role in driving adoption, retention and long-term customer value.

CherryPeople 🍒 has been engaged on an exclusive basis to support this ongoing global GTM build across Sales, Account Management, Customer Success and Onboarding.

The Opportunity

This is a hands-on Customer Success Manager role responsible for managing an established portfolio of government customers across ANZ.

You'll own the customer relationship post-sale, helping customers get maximum value from the platform while driving adoption, engagement and retention across your portfolio.

It's a high-volume Customer Success environment, so you'll need to be comfortable managing a sizeable customer base while still building meaningful relationships and understanding the different stakeholders, priorities and challenges that exist within government.

You will:

• Own and manage an established portfolio of customers across ANZ

• Drive product adoption, engagement and long-term customer value

• Build strong relationships across government and public-sector stakeholders

• Lead QBRs, customer meetings and success planning

• Monitor customer health and proactively identify churn or renewal risk

• Own retention outcomes across your portfolio

• Identify potential growth opportunities and partner with Account Management on expansion

• Work cross-functionally with Account Management, Product, Support and Onboarding

• Advocate internally for customers and ensure feedback reaches the right teams

• Manage multiple customer priorities in a fast-moving SaaS environment

• Use customer data, product usage and AI-enabled tools to improve engagement & account planning

The Benefits

You'll be joining a growing global SaaS business where Customer Success is a critical part of the wider GTM function.

They offer:

• Competitive base salary + super

• Performance-based bonus

• True flexible working

• Professional development budget

• Health, Vision, Life, Dental, Wellness benefits

• Home office package

• Generous parental leave & annual leave

• Genuine career development as the global GTM team continues to scale

The Requirements

We're looking for a customer-focused SaaS professional who can combine strong relationship management with the organisation and discipline required to manage a sizeable portfolio.

You'll likely bring:

• 2+ years' experience in SaaS Customer Success or a similar post-sales role

• Experience managing a portfolio of customers and recurring revenue

• Strong understanding of adoption, retention, customer health and renewal management

• Confidence running QBRs and engaging multiple customer stakeholders

• Strong organisational skills and the ability to manage a high volume of customer activity

• A proactive approach to identifying and managing customer risk

• Strong cross-functional collaboration across Sales, Product, Support and other GTM teams

• Experience working with Public Sector or other complex stakeholder environments

• An interest in using AI and technology to improve productivity and customer outcomes

Next Steps

This search is being run as an exclusive, headhunting-led process. However, if you're reading this advert and feel that your background aligns, hit apply ASAP.