Customer Success Manager - Australia at Liveperson

LivePerson (NASDAQ: LPSN) is a leader in trusted enterprise conversational AI and digital transformation. The world's leading brands use our award-winning Conversational Cloud platform to connect with millions of consumers. We power nearly a billion conversational interactions every month, providing uniquely rich data analytics and safety tools to unlock the power of conversational AI for better business outcomes. Fast Company named LivePerson the #1 Most Innovative AI Company in the world. Position Overview: As a Customer Success Manager (CSM), you will be the primary post-sale point of contact for a diverse portfolio of clients, dedicated to driving maximum value from the LivePerson Conversational Cloud. You will act as a strategic partner, utilizing deep product expertise and industry knowledge to increase platform adoption and ensure long-term client retention. Your mission is to bridge the gap between our innovative AI technology and our customers' unique business goals, ultimately driving measurable success and revenue growth. Team Context: Reporting to the Senior Manager Customer Success APJ, this role sits within our Global Services organization and works closely with Sales and Support teams. You Will: Key Responsibilities & Impact Customer & Strategic Ownership: Manage and nurture a diverse portfolio of client relationships, ensuring high levels of satisfaction and successful renewal outcomes.Drive deep adoption and utilization of the Conversational Cloud by demonstrating features beyond central functionality to help customers achieve specific business results.Serve as a subject matter expert, recommending tailored solutions and best practices that align with the client’s industry and digital transformation goals. Revenue & Growth: Hold direct responsibility for identifying, qualifying, and closing additional revenue opportunities through upselling and cross-selling related products and services.Proactively manage the renewal process to maintain a high retention rate within your assigned account base. Escalation & Case Management: Act as the primary point of escalation for client issues, coordinating across internal functional areas (Engineering, Product, Support) to ensure timely and effective resolution.Monitor account health and proactively intervene when adoption or satisfaction levels signal potential risk. Process & Mentorship: Assist in the onboarding of new clients, ensuring a seamless transition and immediate time-to-value.Mentor junior team members on best practices for relationship management and technical product navigation. You Have: Required Skills & Qualifications Professional Experience & Education: 4+ years of professional experience in customer success, account management, or a relevant technical-commercial field.Bachelor’s degree (typically required) or equivalent practical experience; a Master’s degree with 2+ years of experience is also valued.Proven track record of managing a portfolio of enterprise-level SaaS/Cloud solutions with a focus on retention and expansion. Technical & Industry Expertise: Deep proficiency in navigating complex SaaS platforms and the ability to explain technical AI concepts to non-technical stakeholders.Strong understanding of conversational design, customer engagement workflows, or digital transformation trends.Experience using tools such as Salesforce, Jira, or Gainsight to manage customer health and data. Attributes & Mindset: A Growth Mindset: Proactive and results-oriented with the ability to identify revenue opportunities while maintaining a customer-first approach.Exceptional Communicator: Comfortable presenting to stakeholders and translating business needs into actionable technical strategies.Collaborative: Skilled at working across cross-functional teams to resolve complex issues and influence the product roadmap. Our Benefits & Perks: We are committed to supporting the complete well-being, health, financial security, family, and professional growth of our permanent employees. 🏥 Health & Wellbeing • Health & Mental Support: Access a confidential and free Employee Assistance Program (EAP), providing professional counseling for you and your immediate family members. • Life & Financial Protection: Your Life and Salary Continuance Insurance is fully paid by the company, offering peace of mind and financial security. • Health Insurance Coverage: Benefit from Medibank Health Insurance, with up to 80% of the premium paid by LivePerson (LP), extending coverage to you and your immediate family members. 👨‍👩‍👧‍👦 Time Away & Flexibility • Generous parental leave policy • LP Care Days: You receive 5 additional paid "LP Care Days" per year to use for personal, family, or well-being needs. Once your annual leave is exhausted, we provide an extra 5 days of LP Care Days to ensure you have the time to recharge and show up as your best self. 💰 Financial & Growth • Employee Stock Program (ESPP): Participate in our Employee Stock Participation Program and receive a discount on company shares, allowing you to directly share in LivePerson's success and growth. • Learning & Development: We actively support your professional journey with robust programs for growth and learning development, including allocated stipends, ensuring you reach your full potential. 💻 Workplace Flexibility • Remote-First Model: This role is fully remote (#LI-Remote), offering excellent work-life balance and flexibility. We also maintain dedicated offices in Sydney and Melbourne for those who wish to meet colleagues or collaborate in person. Why You’ll Love Working Here As leaders in enterprise customer conversations, we celebrate diversity, empowering our team to forge impactful conversations globally. LivePerson is a place where uniqueness is embraced, growth is constant, and everyone is empowered to create their own success. We're very proud to have earned recognition from Fast Company, Newsweek, and BuiltIn for being a top innovative, beloved, and remote-friendly workplace, and recognized by Gartner as a leader in the Conversational AI space. Belonging at LivePerson We are committed to fostering an inclusive workplace and are proud to be an Equal Opportunity Employer. We believe that diverse perspectives drive innovation. All qualified applicants will receive consideration for employment without regard to protected characteristics under Australian law. Accessibility Commitment LivePerson is dedicated to the accessibility needs of our applicants and employees. We provide reasonable adjustments to job applicants with disabilities. Applicants who require a reasonable adjustment for any part of the application or hiring process should inform their recruiting contact upon initial connection. Important Candidate Notice: The talent acquisition team at LivePerson has recently been notified of a phishing scam targeting candidates applying for our open roles. Scammers have been posing as hiring managers and recruiters in an effort to access candidates' personal and financial information. The phishing scam is not isolated to only LivePerson and has been documented in news articles and media outlets. Please note that any communication from our hiring teams at LivePerson regarding a job opportunity will only be made by a LivePerson employee with an @liveperson.com email address. LivePerson does not ask for personal or financial information as part of our interview process, including but not limited to your social security number, online account passwords, credit card numbers, passport information, and other related banking information. If you have any questions and or concerns, please feel free to contact [Upgrade to PRO to see contact]