Regional Manager of Customer Success

TL;DR

Regional Manager of Customer Success (NaaS): Lead a team of CSMs focused on driving customer satisfaction, expansion, and retention through execution of customer success strategy with an accent on team coaching, proactive engagement, and cross-functional collaboration. Focus on mitigating churn risks, uncovering upsell opportunities, and ensuring consistent onboarding and health monitoring using data tools like Salesforce and Power BI.

Location: Hybrid in Brisbane, Queensland or Sydney, New South Wales, Australia

Company

Global leader in Network as a Service (NaaS), publicly listed on the Australian Stock Exchange, partnered with major tech names like Amazon, Microsoft, and Google, with teams across Asia-Pacific, Europe, and the Americas.

What you will do

• Lead, coach, and develop a team of Customer Success Managers through 1:1s, feedback, and professional growth initiatives.
• Drive customer retention via proactive strategies, account reviews, success planning, and health monitoring.
• Identify and mitigate churn risks, uncover upsell and cross-sell opportunities, and support account plans and QBRs.
• Collaborate with Sales, Solutions Architecture, Support, Engineering, Legal, Finance, and Product teams for seamless customer experience.
• Track team KPIs on retention, expansion, health, and engagement; report insights to shape product and process improvements.
• Ensure consistent execution of onboarding, renewals, and reviews, documenting milestones in Salesforce.

Requirements

• 3-5+ years in customer success, account management, or sales, with 2+ years in leadership.
• Experience managing teams in fast-paced tech environments (cloud, SaaS, networking preferred).
• Proven results in retention and account growth; strong coaching and people management skills.
• Proficiency in using customer data and metrics (e.g., Salesforce, Power BI) for decisions.
• Excellent organizational, communication, and interpersonal skills; ability to manage priorities and adapt to change.
• Bachelor’s degree in Business, Marketing, or equivalent experience.

Culture & Benefits

• Collaborative, supportive environment with flat hierarchy, curiosity-driven growth, and customer-centric values.
• Work across time zones on global vision; trust-based autonomy without compromising principles.
• Creative workspaces, motivated teams, health and wellness programs.
• Birthday leave, success recognition via ‘Legend’ and ‘Kudos’ Awards.
• Opportunities for career growth and potential global intra-company transfers.