Customer Success Manager

JobsCloseBy Editorial Insights

Ideagen is hiring a Customer Success Manager to support a portfolio of 15 to 25 client accounts in a hybrid Melbourne role, owning product adoption, renewals and expansion while serving as the primary day-to-day contact. You’ll drive value through proactive check-ins and QBRs, partner with Sales on upsell opportunities, and help clients navigate core features within regulated industries. The ideal candidate has 4+ years in Customer Success or account management in B2B SaaS, a track record of strong retention and growth, and comfort collaborating across stakeholders and compliance frameworks. Highlight measurable outcomes, case studies, and concrete examples of risk management and adoption. To apply, tailor your resume to match these priorities, and contact recruitment if you need adjustments.

About Us

Location -New South Wales/ Queensland/ Victoria, Australia 

Function - Customer

Department - Customer Success

Working Pattern - Hybrid; Full-time

Benefits – Benefits and Rewards

Salary - this will be discussed at the next stage of the process, if you do have any questions, please feel free to reach out

We’re looking for a Customer Success Manager to support a portfolio of clients, drive product adoption, and ensure they gain ongoing value from our platform. You’ll strengthen relationships, boost engagement, and help retain and grow accounts through proactive, hands‑on support.

This is an individual contributor role focused on direct client engagement and account management.

Responsibilities

Account Management

• Manage 15–25 client accounts, act as the main point of contact, run regular check‑ins and QBRs, build strong relationships, and proactively support client goals, risks, and growth opportunities.

Renewal & Growth:

• Lead renewal discussions, show clear value delivered, identify upsell opportunities, and partner with Sales to support expansion and meet retention targets.

Product Adoption

• Drive adoption of core features, deliver product training, monitor usage trends, and share insights to help clients get more value from the platform.

Client Advocacy

• Identify potential advocates and case study partners, encourage participation in community programs, and share feedback internally while contributing to team best practices.

Skills and Experience

• Preferably 4+ years’ experience in Customer Success, Account Management, or other client‑facing roles in B2B SaaS.
• Ability to manage accounts with multiple stakeholders and varied needs.
• Experience working with clients in regulated industries (e.g., construction, mining, healthcare, education, government, facilities management, or corporate services).
• A proven track record of strong retention and growth, building solid client relationships, driving product adoption, and working within compliance or regulatory frameworks.

About Ideagen

Ideagen is the invisible force behind many things we rely on every day - from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that's always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.We’re building a future-ready team, and AI is part of how we work smarter. If you're curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen! 

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at [email protected]. All matters will be treated with strict confidence.

 #LI-HT1 #LI-hybrid #LI-Full-time