Mid-Market Customer Success Manager - APAC (AI)

Location: Sydney, Australia

Company

AI-powered customer engagement platform helping brands activate customer data, create cross-channel experiences, and optimize engagement at scale.

What you will do

• Manage a portfolio of mid-market B2B SaaS customers, with exposure to up-market accounts.
• Build strategic advisor relationships with daily users, executive stakeholders, and C-suite leaders.
• Connect platform adoption to customer goals, business outcomes, retention, growth, and ROI.
• Structure ambiguous problems, diagnose root causes, and develop account strategies and business cases.
• Identify expansion opportunities in partnership with the Customer Account Manager.
• Lead customer engagement activities, monitor account health, represent customer needs internally, and coordinate issue resolution across teams.

Requirements

• Experience owning a portfolio of B2B SaaS accounts to drive value, adoption, retention, and growth.
• Consulting mindset with structured, hypothesis-driven problem-solving and comfort operating in ambiguity.
• Experience engaging C-suite stakeholders and translating platform value into business outcomes and ROI.
• Systems thinking across technology, processes, and people, plus technical curiosity and fluency with AI-native products.
• CRM or marketing-technology industry expertise and strong written and verbal communication skills.
• Willingness to travel up to approximately 25% for onsite client meetings.

Nice to have

• Management consulting or marketing industry experience.
• Experience with data activation and automation tools.
• Practical use of AI tools such as ChatGPT, Claude, or Gemini.
• Familiarity with APIs, HTML, CSS, and JavaScript.
• Mandarin fluency.

Culture & Benefits

• Culture centered on ownership, growth mindset, collaboration, transparency, innovation, and inclusion.
• Competitive salary and meaningful equity.
• General allowance for private medical insurance, life insurance, and supplementary benefits.
• Superannuation and 28 days of annual leave.
• Community Impact Days and a complete laptop workstation.