Description:
We are currently seeking an experienced and strategic Senior Customer Success Manager to join our team. In this role, you’ll act as a trusted advisor to our highest-value enterprise customers, helping them maximise the value of their Ideagen solutions while driving retention and growth.
You’ll take ownership of a portfolio of strategic accounts, building strong executive relationships and leading complex, global engagements. Working cross-functionally, you’ll play a key role in delivering exceptional customer outcomes, reducing risk, and unlocking new opportunities.
This is a high-impact role suited to someone who thrives in a fast-paced, customer-focused environment and is passionate about delivering measurable business value.
Responsibilities
- Manage a portfolio of high-value enterprise customers on Premier Success Plans
- Build trusted relationships with senior stakeholders, including C-suite executives
- Develop and deliver long-term strategic account plans aligned to customer goals
- Act as the primary point of contact for escalations, renewals, and growth opportunities
- Lead complex, multi-product implementations and transformation initiatives
- Drive customer retention and expansion, achieving GRR and NRR targets
- Identify and generate new revenue opportunities within existing accounts
- Conduct executive business reviews, demonstrating ROI and value delivered
- Maintain accurate account activity and insights within Salesforce
- Partner with Sales, Marketing, and Product teams to align on strategy and messaging
- Lead cross-functional collaboration to resolve challenges and support customer success
- Provide mentorship to Customer Success Managers and support team development
Skills And Experience
- Proven experience in Customer Success, enterprise account management, SaaS, or consulting roles
- Strong track record managing large, complex customer portfolios (multi-million value)
- Confident engaging and influencing senior stakeholders and executive audiences
- Experienced in delivering strategic account plans and driving long-term customer value
- Commercially minded, with a strong focus on retention, growth, and ROI
- Highly analytical, with the ability to interpret data and inform decision-making
- Excellent communicator with strong presentation and stakeholder management skills
- Comfortable leading complex projects, transformations, and cross-functional initiatives
- Proficient with CRM and customer success platforms, with strong data discipline
- Ambitious, proactive, and driven to deliver exceptional customer outcomes