Customer Success Manager

Who we are

Our lab is a back room full of test hardware, old routers and a rack of virtual machines. Founded in 2023, we now have 32 employees.

Position summary

We are backfilling a position after an internal move. You will be the customer's main contact after the sale and their voice inside Melbourne Defence. The Customer Success Manager owns post-sale relationships for a book of software customers, from onboarding through renewal. We are headquartered in Melbourne and have been hiring remotely since 2020. You will be employed through our employer-of-record partner in Spain, with a local contract and salary paid in euros. Core hours overlap with Sydney business hours until mid-afternoon.

Key responsibilities

• Run quarterly business reviews with customer stakeholders
• Recruit happy customers for references and case studies
• Monitor usage and health scores in Gainsight and act on red flags
• Drive renewals alongside the commercial team, starting 120 days out
• Own a portfolio of 30 to 50 accounts and their overall health

What you'll need

• 3+ years in customer success, account management or implementation at a SaaS company
• Experience managing renewals or retention targets
• Comfortable presenting to directors and VPs

Nice to have

• SQL or Looker for pulling your own account data
• Background in healthcare, logistics or financial services customers

Why work with us

• Stock options
• Annual team retreat
• 24 days paid time off
• Health insurance through our employer-of-record partner
• Public holidays observed per your country

We are reviewing applications as they arrive, so apply early.

This posting may close early if we receive enough applications.

Start: Flexible.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Melbourne Defense.