Solutions Customer Success Manager

About the client

Our client is a global software company whose digital experience products sit behind some of the most recognisable brands and websites in the world. Their APAC Customer Success team works with a large enterprise portfolio, helping organisations get genuine commercial return from significant technology investments. The culture is collaborative, data-informed and genuinely customer-obsessed, with the scale and structure you would expect from a major multinational and the autonomy to shape how you work. This is a permanent role based in Sydney CBD with hybrid working.

About the role

As a Solutions Customer Success Manager you will act as the trusted advisor across a portfolio of enterprise customers, working in a dynamic one-to-many model through fixed-scope engagements. Your focus is adoption and value: quickly pinpointing where a customer is underusing their solutions, running the engagement that closes that gap, and evidencing the outcome in a value summary co-owned with your stakeholders. You will work across the enterprise book of business to reach the customers who need help most, ideally before they know they need it. It is a role for someone who enjoys deep product expertise, commercial conversations and the pace of moving between engagements rather than sitting on a single account.

Duties

• Own overall customer success across an enterprise portfolio, driving feature adoption, improving customer health and evidencing confirmed value delivered.
• Scope and deliver fixed-timeframe engagements, identifying specific areas of improvement and executing against them within the agreed scope.
• Align engagement outcomes to value summaries co-owned with key customer stakeholders, so customer value and commercial value move together.
• Run customer workshops and advisory sessions that showcase best practice and new ways to extend digital maturity across the product suite.
• Analyse adoption data and customer feedback to spot patterns, recommend improvements and surface areas of unmet demand, then feed that intelligence back internally as the voice of the customer.

Requirements

• Five or more years of relevant experience, ideally across digital or experience marketing, content management or customer journey management.
• Two or more years of hands-on solution expertise with a leading enterprise digital experience platform, spanning both web content management and digital asset management.
• Background in a large SaaS environment or another major multinational, working with enterprise-scale customers.
• Working knowledge of AI and agent capabilities, with content supply chain and modern delivery architecture exposure highly regarded.
• Proven track record as a trusted advisor, translating product capability into business ROI and measurable customer value.
• Consulting or business consulting experience, with the commercial mindset to hold value conversations at a senior level.
• Strong stakeholder and interpersonal skills, including the ability to navigate and mediate conflict and build durable partnerships.
• Ability to prioritise across multiple concurrent engagements and perform effectively under pressure.
• Excellent written, verbal and presentation skills.
• Flexibility to travel approximately 20 per cent of the time.
• Bachelor's or master's degree.
• Full Australian working rights.
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