Customer Success Manager – GovConnex

Black Nova Venture Capital

. Own retention and renewals across a portfolio of approximately 90 mid-market and enterprise customers .

Posted 11/12/2026full-timeSydney • AustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer success management, focusing on retention, renewals, and expansion within a B2B SaaS environment. Proven ability to build relationships with senior stakeholders and leverage data-driven insights to enhance customer engagement and satisfaction.

Highest-signal resume keywords

Customer Success ManagementB2B SaaS ExperienceCommercial NegotiationStakeholder Relationship BuildingAI Tool Utilization

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Retention ManagementRenewals ManagementOnboardingUpsellingCross-SellingData AnalysisRisk DiagnosisPortfolio ManagementCustomer EngagementCase Study Development

Soft Skills

CoachingMentoringRelationship BuildingCommercial JudgementCuriosity

Tools & Technologies

HubSpotVitallyAI Tools

Industry Keywords

Government RelationsPublic AffairsRegulated IndustriesB2B

About the role

Key responsibilities & impact

Own retention and renewals across a portfolio of approximately 90 mid-market and enterprise customers
Identify customer risk early and run disciplined save plans, including commercial negotiations
Lead onboarding for new customers and drive adoption of GovConnex in customers’ daily workflows
Build trusted relationships with heads of corporate affairs, government relations and policy
Maintain regular customer engagement through monthly check-ins, quarterly meetings and executive business reviews before renewals
Identify and progress expansion and cross-sell opportunities
Develop customer references and case studies
Coach and support the wider customer success team
Contribute to customer success playbooks, processes and reporting
Capture structured customer feedback and work with the product team to inform the roadmap
Use AI and modern tooling to improve work quality and efficiency
Report to the Customer Success Lead and collaborate with sales and product teams
Travel interstate occasionally to visit customers, including Melbourne, Canberra and Brisbane

Requirements

What you’ll need

4+ years in customer success or account management in B2B SaaS
Experience owning a commercial book end-to-end, including onboarding, renewals, upsell and cross-sell
Track record of protecting and growing revenue, with measurable results
Experience managing a sizeable portfolio with a structured cadence while maintaining personal customer relationships
Confidence building relationships with senior and executive stakeholders
Experience coaching, mentoring or onboarding other team members
Commercial judgement and ability to balance customer and business needs
Data-informed approach to prioritising accounts, diagnosing risk and building business cases
Comfort with ambiguity and pace; ability to take ownership and act independently
Hands-on use of AI tools in day-to-day work
Genuine curiosity about politics, policy and how government decisions affect organisations
Exposure to government relations, public affairs or regulated industries is nice to have
Experience with HubSpot, Vitally or similar customer success platforms is nice to have
Political background is not required

Benefits

Comp & perks

Hybrid work arrangement with office days on Mondays, Wednesdays and Fridays and work-from-home on Tuesdays and Thursdays
Structured training on the government relations landscape and GovConnex platform