Full job description

About Zensai

We’re Zensai, and we’re on a mission to transform the way people work and grow.

As the only Human Success Platform built specifically for Microsoft 365 and Teams, Zensai helps organizations improve learning, performance, engagement, and AI readiness through a single integrated platform. Today, more than 2,000 organizations and millions of users across 60+ countries rely on Zensai to help employees grow, perform, and succeed at work.

As we enter the next phase of growth, we’re strengthening our customer and revenue motion within our ANZ region, with a focus on helping existing customers realize more value, renew successfully, and grow with Zensai over time. This is an opportunity to join a company with strong momentum, a differentiated Microsoft-centric value proposition, and a clear path for growth.

Why This Role Exists

As a Customer Success Account Manager for ANZ at Zensai, you will own the customer relationship across adoption, value realization, renewal, retention, and account growth. This is a blended role that combines the trusted-advisor mindset of Customer Success, the commercial ownership of Account Management, and the discipline of a strong renewals motion.

You will help customers get measurable value from Zensai, build strong relationships across stakeholder groups, identify risks and growth opportunities early, and guide accounts toward successful renewal and long-term expansion. You will be equally comfortable discussing customer outcomes, product adoption, business priorities, contract timing, renewal readiness, and commercial next steps.

This role is especially important as we continue to grow in ANZ and build a more consistent, proactive approach to existing customer revenue. You will partner closely with Sales, Product, Marketing, Support, Customer and Technical Success, RevOps, and Finance to ensure customers have a seamless experience — from onboarding and adoption through renewal, expansion, and continued success.

What You’ll Do

• Own and manage a portfolio of ANZ customer accounts across the full post-sale lifecycle, including onboarding, adoption, engagement, renewal, retention, and expansion.
• Build trusted relationships with customer stakeholders, including day-to-day users, champions, decision-makers, procurement, and executive sponsors where appropriate.
• Lead regular customer check-ins, success conversations, and business reviews to understand customer goals, reinforce value, identify risks, and align Zensai to evolving business needs.
• Drive strong product adoption and value realization by helping customers connect their use cases to Zensai’s Human Success Platform.
• Own renewal readiness for your portfolio, including monitoring renewal timelines, confirming subscription details, identifying risk, preparing customers for renewal conversations, and driving on-time closure.
• Lead commercial renewal conversations where appropriate, including pricing, term alignment, customer objections, paperwork follow-up, and coordination with internal stakeholders.
• Identify and develop upsell, cross-sell, user-growth, and product-expansion opportunities by using customer insight, usage data, stakeholder discovery, and business impact conversations.
• Maintain accurate account, contact, subscription, renewal, opportunity, and next-step information in CRM to support clean forecasting and strong internal visibility.
• Use customer health signals, usage trends, support themes, stakeholder changes, and engagement patterns to proactively surface churn risk or expansion potential.
• Partner with internal teams — including Product, Support, Technical Success, Marketing, RevOps, Finance, and Sales — to resolve issues, support customer outcomes, and improve the customer experience.
• Act as the voice of the customer internally, sharing feedback, risks, product insights, and market themes that can help improve Zensai’s offering and customer journey.
• Contribute to scalable customer success programs, including webinars, one-to-many engagement, playbooks, templates, and repeatable renewal or adoption motions.
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