Manager, Customer Success – APAC, EMEA

• Support the global customer success function guiding GRC clients from onboarding through audit readiness, delivery collaboration, and renewal
• Lead the APAC Customer Success Manager team while remaining hands-on with key client engagements, audit readiness, and internal process design
• Provide day-to-day leadership, guidance, and operational oversight for the APAC CSM team, with support for EMEA teams as required
• Own team performance management, including goal-setting, 1:1s, and formal reviews
• Foster a high-performance, customer-centric culture through coaching, mentoring, and professional development
• Act as the primary escalation point for customer, operational, and team-related issues
• Collaborate with the Global Director of Customer Success & Sales Engineering on departmental objectives and strategic initiatives
• Prepare and deliver operational reports, performance dashboards, and business analytics to senior leadership
• Manage interim ownership of assigned client accounts during scaling, transitions, or coverage gaps
• Manage renewal cycles, recurring client engagements, expansion requests, scope changes, and proposal creation
• Provide feedback on pricing and packaging based on client insights
• Develop and execute Customer Success strategy for an APAC portfolio segment
• Drive initiatives focused on retention, growth, satisfaction, and long-term account health
• Collaborate with Delivery, Audit, Sales, Sales Engineering, Technology, Operations, Finance, and Accounts teams
• Maintain Salesforce and HubSpot integrations and support Salesforce governance
• Build workflows and automations to streamline Customer Success and Audit Delivery processes
• Engage with MSP partners and Accounts to align billing and delivery
• Create training materials and host onboarding sessions
• Mentor peers and share best practices
• Serve as a subject matter resource for the broader Customer Success team

• 5+ years’ experience in a Customer Success, Account Management, or client-facing role
• At least 2 years directly leading, coaching, and performance-managing a Customer Success or client-facing team
• Proven track record of hiring, developing, and retaining high-performing talent
• Proficiency with Salesforce, including opportunity management, automation, and field configuration
• Proficiency with HubSpot, including workflows and pipelines
• Experience using client contracting tools and project tracking tools such as Jira
• Excellent written and verbal communication skills
• Ability to manage multiple client relationships simultaneously
• Ability to identify process gaps and drive improvements through documentation and structured playbooks
• Experience working across Sales, Delivery, Technology, and Finance/Accounts teams
• Working knowledge of SOC 2, HIPAA, and GDPR compliance frameworks
• 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, such as Loom recordings and live workshops
• Exposure to billing and revenue operations workflows
• Candidates must be located in Australia

• 30 days of Annual Leave
• Personal/carer's leave
• Parental leave
• Volunteer days
• Salary packaging and novated leasing program for vehicles
• Flexible and remote work
• WeWork subscriptions
• Access to local offices for team collaboration
• Annual discretionary performance-based bonus
• Tuition reimbursement
• Support for professional certifications (CA/CPA etc.)
• Structured mentorship
• Choice of a high-spec Mac or PC setup
• DEI initiatives
• Employee resource groups
• Comprehensive wellness programs
• Commission eligibility