Customer Success Manager (Salesforce)

TL;DR

Customer Success Manager (Salesforce): Own post-sale customer relationships within managed services model, ensuring measurable business value, retention, adoption, and growth from Salesforce platform with an accent on relationship management, commercial expansion, and technology translation. Focus on translating technical use cases into business outcomes, driving consumption growth, and coordinating governance across teams.

Location: Sydney, Australia (flexible working arrangements, office or home; Work From Anywhere up to 4 weeks per year)

Company

Consulting firm guiding enterprises through digital transformation with Salesforce, AI, and integrations; team of 110+ across Australia and Philippines; Salesforce Summit Partner with awards like Deloitte Fast 50 Rising Star.

What you will do

• Own end-to-end relationships for a portfolio of managed services accounts as primary point of contact
• Lead onboarding, develop success plans aligned to business outcomes, and establish governance cadences
• Drive renewals, identify expansion opportunities, and manage adoption/consumption growth
• Translate technical possibilities from Solution/Delivery teams into compelling business pitches
• Coordinate across Platform Success, Sales, Consulting, and Delivery for seamless experiences
• Monitor health metrics, troubleshoot issues, and represent customer voice internally

Requirements

• Proven experience in customer success, account management, or client-facing SaaS/consulting roles
• Track record driving post-sale retention and growth
• Solid Salesforce knowledge for credible conversations (not execution-level)
• Strong commercial acumen for renewals, expansions, consumption growth
• Ability to translate technical into business language for diverse stakeholders
• Excellent communication and enthusiasm for AI/product innovation

Nice to have

• Experience with offshore delivery/consulting teams
• ITIL or managed services models
• Integration platforms like MuleSoft, Workato
• AI use cases in Salesforce

Culture & Benefits

• Flexible working (office/home), Work From Anywhere up to 4 weeks/year
• Paid certifications (Salesforce/Mulesoft/Project Management), study leave
• 3 months paid parental leave for primary carers
• Home office allowance, J4You Rewards
• Collaborative, politics-free culture emphasizing authenticity and purpose
• Learning/mentoring opportunities, team social events