Senior / Principal Customer Success Manager at Mypassglobal

Mypassglobal

Sydney·4d ago

SeniorFull-time

Salary Range

$66,300 - $89,700 /year

Estimated

This salary is estimated based on similar roles. The actual salary may vary.

Key Responsibilities

→Own a portfolio of high-value enterprise accounts as the primary strategic relationship holder
→Build and maintain senior stakeholder relationships including C-suite and procurement leads
→Lead Executive Business Reviews (EBRs) and strategic planning sessions with customers
→Develop and execute account success plans aligned to each customer's business objectives
→Identify and mitigate retention risks proactively
→Own renewal processes for assigned accounts, driving timely renewals and minimising churn
→Identify expansion opportunities and collaborate with Account Executives on commercial strategy
→Serve as the escalation point for complex account situations across the CS team
→Provide functional direction to the Cebu-based CSM team
→Mentor and develop the Cebu Senior CSM toward Enterprise Account Management capability
→Contribute to CS strategy, segmentation reviews, tooling decisions, and process improvements
→Own NRR and renewal targets for the enterprise portfolio
→Identify and pursue upsell, cross-sell, and expansion opportunities within existing accounts
→Develop compelling business cases and ROI frameworks to support customer retention and growth conversations
→Represent CS performance and enterprise account health in internal leadership reporting
→Drive platform adoption across enterprise accounts
→Deliver strategic guidance, workshops, and EBRs that demonstrate measurable customer value
→Monitor platform usage data and health scores to proactively address adoption challenges
→Translate data and usage insights into actionable recommendations for customers
→Cultivate customer advocates and leverage relationships for referrals, case studies, and testimonials
→Act as the voice of the enterprise customer internally
→Foster community and knowledge-sharing connections between customer accounts

Requirements

✓5+ years in enterprise customer success, strategic account management, or consulting in a SaaS or technology environment
✓Demonstrated ability to manage a portfolio of high-value enterprise accounts with C-suite stakeholder engagement
✓Proven experience in complex multi-year contract renewals and commercial negotiations
✓Experience providing informal leadership, mentoring, or functional direction to team members
✓Background in regulated industries (mining, construction, energy, infrastructure) is an advantage
✓Skills and capabilities
✓Strong commercial acumen
✓Confident executive presence
✓Analytical and data-driven
✓Collaborative by default
✓Excellent communication skills
✓Proficient in CRM tools (HubSpot preferred)
✓High ownership mindset
✓Working style
✓Comfortable operating across AEST and Philippines time zones
✓Willing to travel to customer sites for EBRs and relationship development