Senior Customer Success Account Manager at ShiftCare

Sydney, New South Wales, Australia -

Full Time

Start Date

Immediate

Expiry Date

23 Apr, 26

Salary

0.0

Posted On

23 Jan, 26

Experience

5 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Success, Account Management, Sales Growth, Revenue Maximization, Customer Retention, Upselling, Product Adoption, Communication Skills, Problem-Solving, Organizational Skills, Detail-Oriented, Team Collaboration, Adaptability, SaaS Experience, Care Services Familiarity

Industry

technology;Information and Internet

Description

Who are we? ShiftCare is a leading SaaS platform designed to streamline operations for care providers, including disability support, in-home aged care, and allied health professionals. Thousands of company’s (5,000+) rely on ShiftCare to optimise the way they deliver care through scheduling, invoicing, time and attendance. Our mission is to empower care providers to deliver exceptional care while growing their businesses with ease. We are seeking a Senior Customer Success Account Manager to join our growing team in Australia. This role is perfect for someone who thrives on driving sales growth, identifying expansion opportunities, and delivering measurable customer outcomes. If you’re focused on maximising revenue potential and contributing directly to business growth, we want to hear from you. This is a revenue-driven CSAM role with a strong sales mindset. The ideal candidate will have experience leading or mentoring Customer Success team members, owning strategy for key accounts, and contributing to the development of a high-performing, growth-focused CS function. Responsibilities The primary focus of this role is to drive customer revenue growth by generating expansion opportunities. Be accountable for customer retention and proactively mitigate churn risks. Take ownership of key accounts that require high-touch engagement. Identify and explore opportunities to upsell and expand the usage of new features. Monitor customer health and proactively address risks with mitigation plans. Collaborate with internal ShiftCare teams to support product adoption and successful renewals. Effectively resolve customer questions which may include product training sessions. Share best practices with colleagues to continuously improve processes and outcomes. Who are you? 4+ years of experience in customer success or client-focused account management, preferably within a SaaS business. Strong commercial acumen to create outcomes that balance business goals with customer needs. A strong track record of meeting and exceeding customer revenue and retention targets. Exceptional written and verbal communication skills, including presenting strategies and solutions effectively. Solid understanding of business operations, with strengths in sales, problem-solving, and issue resolution. Highly organised, detail-oriented, and skilled at prioritising tasks to deliver results. Self-motivated, confident, and a collaborative team player. Adaptable and capable of thriving in a fast-paced, dynamic environment. A demonstrated desire to learn and continuously improve. Experience with SaaS platforms or familiarity with care services is a significant advantage.

Responsibilities

The primary focus of this role is to drive customer revenue growth by generating expansion opportunities and ensuring customer retention. The Senior Customer Success Account Manager will take ownership of key accounts and collaborate with internal teams to support product adoption and successful renewals.