Manager, Customer Success (APAC & EMEA)

Key Responsibilities

• Hold accountability for the region's overall retention metrics, overseeing its delivery across the team's combined client portfolio.
• Provide day-to-day leadership, guidance, and operational oversight for the APAC Customer Success Manager (CSM) team, with some support and collaboration with EMEA teams where required.
• Own performance management for the Customer Success team — including goal-setting, regular 1:1s, and formal performance reviews.
• Foster a high-performance, customer-centric culture through coaching, mentoring, and ongoing
• professional development of team members.
• Act as the primary escalation point for customer, operational, and team-related issues, ensuring timely resolution and effective stakeholder management.
• Collaborate closely with the Global Director of Customer Success & Sales Engineering to execute
• departmental objectives, strategic initiatives, and organisational priorities.
• Oversee the preparation and delivery of operational reports, performance dashboards, and business analytics, presenting key insights, trends, risks, and recommendations to senior leadership.
• Manage and track performance against them, and define clear career pathways and succession plans within the team.

• Hold interim ownership of a portion of the existing client portfolio — typically accounts awaiting reassignment or coverage during team scaling — and manage the full renewal cycle for these clients, including outreach, follow-ups, and proposal creation.
• Initiate recurring client engagements for subsequent audit periods.
• Handle expansion requests and scope changes in close coordination with Sales and Delivery teams.
• Provide actionable feedback on pricing and packaging informed by client experience and engagement insights.

• In partnership with the Global Director of Customer Success and key delivery leaders, develop and execute a Customer Success strategy for a designated portfolio segment across the APAC region.
• Drive strategic initiatives focused on customer retention, growth, satisfaction, and long-term account health.
• Collaborate with Delivery, Audit, Sales, and Sales Engineering teams to strengthen customer
• engagement, improve service delivery outcomes, and identify expansion opportunities.
• Serve as a senior point of contact for strategic accounts, supporting executive stakeholder engagement and complex customer situations.
• Cross-Functional Collaboration & Systems
• Partner with Audit Delivery, Sales, Technology, and Operations teams to align on client needs and timelines.
• Collaborate with internal technology teams to maintain effective Salesforce and HubSpot integrations.
• Contribute to pipeline development by building workflows and automations to streamline Customer Success and Audit Delivery processes.
• Support Salesforce governance, including required field enforcement, location-based automation, and MSP contact requirements.
• Engage with MSP partners and the Accounts team to facilitate shared client engagements and ensure billing and delivery alignment.

• Create training materials and host onboarding sessions for new team members covering workflows,
• proposals, pipelines, client onboarding, compliance frameworks, and platforms.
• Mentor peers and share best practices across tools, frameworks, and workflows.
• Act as a subject matter resource for the broader Customer Success team.

Skills, Knowledge and Expertise

• 5+ years’ experience in a Customer Success, Account Management, or client-facing role, ideally (but not mandatorily) within a professional services, audit, or compliance environment.
• Proven people-management experience — at least 2 years directly leading, coaching, and
• performance-managing a Customer Success or client-facing team — with a demonstrated track record of hiring, developing, and retaining high-performing talent.
• Proficiency with CRM platforms, particularly Salesforce (opportunity management, automation, field configuration) and HubSpot (workflows, pipelines).
• Experience using client contracting tools and project tracking tools such as Jira.
• Excellent written and verbal communication skills, with the ability to manage multiple client relationships simultaneously.
• Proven ability to identify process gaps and drive improvements through documentation and structured playbooks.
• Collaborative mindset with experience working across Sales, Delivery, Technology, and Finance/Accounts teams.
• Working knowledge of compliance frameworks such as SOC 2, HIPAA, and GDPR.
• Experience working with MSP partners or in a channel/partner management context.
• Background in audit delivery, GRC, or information security.
• Familiarity with creating training content and facilitating internal enablement sessions (e.g. Loom recordings, live workshops). Exposure to billing and revenue operations workflows.

Compensation & Benefits

• $110,800 - $138,500 AUD + Superannuation

• Market-Leading Annual Leave – We offer 30 days of Annual Leave (10 days above the Australian statutory requirement). You will also have access to personal/carer's leave, parental leave, and volunteer days.
• Salary Packaging & Novated Leasing – Minimise your taxable income and maximise your take-home pay through our novated leasing program for vehicles.
• Flexible & Remote Work – Enjoy the freedom of remote work with the option to connect in person. We provide WeWork subscriptions and access to local offices for team collaboration.
• Performance-Based Bonus – Recognition for your contributions through our annual discretionary bonus program.
• Professional Development – We invest in your future with tuition reimbursement, support for professional certifications (CA/CPA etc.), and structured mentorship.
• Tech of Your Choice – We offer your choice of a high-spec Mac or PC setup.
• Inclusive & Supportive Culture – DEI initiatives, employee resource groups, and comprehensive wellness programs.