Sr Customer Success Manager

Join a global technology organization focused on helping businesses build the skills and capabilities needed to succeed in a rapidly evolving world of work. In this strategic role, you will manage a portfolio of enterprise customers, partnering with senior leaders to align workforce development initiatives with measurable business outcomes. You will drive customer adoption, demonstrate value, strengthen long-term relationships, and identify opportunities for retention and account growth. By leveraging data, digital learning solutions, and emerging AI-powered technologies, you will help organizations address skills gaps and prepare their teams for the future. Working across Sales, Product, Professional Services, and other internal teams, you will coordinate customer success strategies that deliver lasting impact. This opportunity is ideal for a commercially minded professional who combines executive relationship management, analytical thinking, and a passion for learning and workforce transformation.

• Professional experience: At least eight years of experience in Customer Success, account management, consulting, Sales, or Professional Services, preferably within enterprise software, digital learning, talent management, or HR technology. A bachelor's degree in business, education, or a related field is preferred, or equivalent professional experience.

• Enterprise portfolio management: Proven experience managing a high-volume portfolio of 30 or more enterprise customers, with responsibility for a book of business of up to USD 7 million within an assigned territory.

• Executive stakeholder engagement: Demonstrated ability to advise senior leaders and executive sponsors on learning strategies, workforce upskilling, organizational capabilities, talent development, and business transformation.

• Learning and skills expertise: Strong understanding of digital learning solutions, learning and development strategy, talent management, skills taxonomies, competency frameworks, and workforce capability development.

• Data-driven decision-making: Ability to interpret customer engagement, adoption, skills, and business performance data and translate findings into compelling value narratives and practical recommendations.

• Commercial acumen: Experience identifying growth opportunities, influencing account strategy, supporting renewals, strengthening customer retention, and contributing to account expansion.

• Communication and relationship management: Excellent executive communication, consulting, presentation, facilitation, negotiation, and stakeholder management skills, with the ability to build trusted relationships across complex organizations.

• Project management and prioritization: Ability to coordinate multiple initiatives, manage competing priorities across a diverse customer portfolio, and ensure consistent follow-through.

• Analytical and problem-solving skills: Strong critical thinking, sound judgment, and the ability to balance data-driven insights with independent, responsive, and solution-oriented action.

• Adaptability: Comfort working in a changing environment where customer priorities, platform capabilities, and organizational needs continue to evolve.

• Technology and customer success tools: Familiarity with Salesforce CRM and ChurnZero or equivalent customer success platforms is an advantage.

• AI and technology awareness: Working knowledge of current AI trends, technology and developer skills, and their implications for workforce development and organizational readiness.

• Productivity tools: Advanced proficiency in PowerPoint and Excel, with working knowledge of Word and Outlook.

• Regional collaboration: Experience working with distributed teams and engaging customers and internal stakeholders across Australia, New Zealand, and the broader ANZ region.