Senior Customer Success Manager (SaaS)

Location: Remote, Australia

Compensation: A$160K–A$180K annually, plus equity and bonus.

Company

Develops open, composable products for network automation, including an open-source network source of truth, a network observability platform, an enterprise self-managed edition, and a secure SaaS edition.

What you will do

• Own net revenue retention and customer lifetime value for a portfolio of mid-market and enterprise customers.
• Develop and execute customer success plans aligned with customer goals and measurable outcomes.
• Drive onboarding, adoption, ongoing value realization, renewals, and expansion across the customer lifecycle.
• Build executive-level relationships, identify churn risks, and create proactive mitigation plans.
• Use customer data and health signals to prioritize work and guide decisions.
• Advocate for customer needs, coordinate with Product, Engineering, Onboarding, Support, and Sales, and contribute to playbooks, metrics, operating models, and mentoring.

Requirements

• 5+ years of experience in Customer Success, Account Management, or a related role.
• Proven success driving retention, expansion, and long-term customer value in a SaaS or subscription business.
• Experience managing complex technical customers and enterprise stakeholders.
• Ability to translate technical capabilities into business value.
• Comfort owning commercial outcomes, including renewals and expansions.
• Strategic mindset combined with tactical execution skills.
• Strong communication, negotiation, and stakeholder management skills.
• Experience working cross-functionally in a growing organization.

Nice to have

• Background in infrastructure, networking, DevOps, or automation.
• Experience in a high-growth or scaling SaaS company.
• Experience with open-source software or developer-focused platforms.
• Prior experience mentoring or leading other Customer Success Managers.

Culture & Benefits

• Remote work from Australia.
• Equity and bonus opportunities.
• Culture focused on ownership, attention to detail, simplicity, and clear communication.
• Community-oriented environment involving open-source contributors, users, customers, and the team.
• Equal opportunity workplace with accommodation available during the hiring process.