Customer Success Manager - ANZ

The Customer Success Manager (CSM) is a pivotal role in our organization, responsible for ensuring that our ANZ customers achieve their desired outcomes through the effective use of our software solutions.

The CSM serves as a trusted advisor, advocating for customer interests while aligning with the company’s business objectives. This position bridges the gap between sales, support, product development, and the end user, fostering a long-term, mutually beneficial relationship between the customer and our organization.

The role focuses on a portfolio of approximately 80 key accounts across Australia and New Zealand representing $5M AUD in ARR, including customers using Epicor Senior Living and Kinetic products.

•    Develop deep relationships with Senior Living and Manufacturing customers across Australia and New Zealand, understand their needs, and help them maximize the value derived from Epicor Senior Living and Kinetic products.

•    Develop and maintain strong relationships throughout the customer’s organization, including executive and operational stakeholders.

•    Serve as the primary point of contact for customers post-sale and act as a liaison between the customer and internal teams.

•    Manage a portfolio of approximately 80 key accounts across Australia and New Zealand representing $5M AUD in ARR, balancing customer advocacy, retention, and growth priorities.

•    Proactively identify opportunities for customer growth, expansion, and upsell across Epicor Senior Living and Kinetic environments.

•    Monitor customer health and engagement metrics, taking action to address risks and drive retention and renewal rates.

•    Provide regular business reviews and strategic recommendations to ensure customers achieve their business objectives.

•    Collaborate with Product and Engineering teams to relay customer feedback and advocate for product enhancements relevant to Senior Living and Manufacturing customers in the ANZ region.

•    Manage the renewal process, negotiate contract terms, and ensure a seamless renewal experience.

•    Resolve customer escalations and issues, coordinating with Support and Technical resources as needed.

•    Stay up to date with industry trends, product releases, and emerging technologies relevant to Senior Living, Manufacturing, Kinetic, SaaS, and On-Premise solutions.

•    Attend on-site customer events across Australia and New Zealand to strengthen business relationships, generate leads, and/or create new sales opportunities.

•    Bachelor’s degree or equivalent practical experience in Business, Computer Science, Information Systems, or a related field.

•    5+ years of experience in customer success, account management, or related customer-facing roles, preferably in SaaS and/or enterprise software.

•    Strong understanding of SaaS and On-Premise software models, licensing, and customer lifecycle management.

•    Exceptional interpersonal, communication (written and verbal), and presentation skills.

•    Proven ability to build and maintain relationships with key stakeholders at all levels of an organization.

•    Comfortable with CRM systems, customer reporting, and analytics tools.

•    Ability to work independently and collaboratively in a fast-paced, dynamic environment.

•    Analytical thinker with a problem-solving mindset and attention to detail.

•    Willingness to travel as needed for customer meetings and events

•    High energy, positive attitude, and strong work ethic.

•    Experience with Epicor Senior Living, Kinetic (on-premise and/or cloud), or other ERP and enterprise software solutions.

•    Experience with complex enterprise deployments, integrations, or migrations (both SaaS and On-Premise).

•    Industry certifications relevant to Customer Success, Project Management, or Software Sales.

•    Experience supporting customers in Australia and New Zealand or working across the ANZ market.

•    Customer retention and renewal rates across the assigned approximately 80-account portfolio

•    Expansion revenue (upsell/cross-sell) and ARR growth

•    Churn reduction

•    Resolution time for customer escalations