Manager, Customer Success

Phorest Software

. Lead, coach and develop a high-performing team of Success Managers .

Posted 11/5/2026full-timeAustraliaMid-LevelSeniorWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in leading Customer Success teams within a SaaS environment, focusing on strategic planning, operational excellence, and data-driven decision-making to enhance customer adoption and retention. Proven ability to build cross-functional relationships and influence stakeholders to drive commercial success.

Highest-signal resume keywords

Customer Success LeadershipData Analysis and InsightsCommercial Strategy DevelopmentCross-Functional Relationship BuildingTeam Coaching and Development

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Success ManagementData-Driven Decision MakingOperational Process DesignChurn and Retention AnalysisValue-Selling Premium FeaturesKPI DeliveryFeature Adoption StrategiesCommercial JudgementForecastingStrategic Planning

Soft Skills

LeadershipCritical ThinkingProblem-SolvingVerbal CommunicationStakeholder Influence

Tools & Technologies

CRM ToolsOnboarding ToolsCustomer Engagement ToolsData Dashboards

Industry Keywords

SaaS EnvironmentCustomer JourneyClient OutcomesHigh-Trust EnvironmentAccountability

About the role

Key responsibilities & impact

Lead, coach and develop a high-performing team of Success Managers
Create a culture of growth, accountability, autonomy and customer-first thinking
Improve efficiency and job satisfaction by addressing team pain points
Own the Customer Success commercial plan and develop the overall strategy with regional leadership
Set regional commercial targets, define the operational plan and drive execution
Develop and execute strategies to accelerate value and feature adoption after onboarding
Support and empower team members with tools, training and guidance
Implement best practices and frameworks to improve the customer journey, retention and long-term success
Build relationships with regional and global teams as the voice of the customer
Co-own initiatives improving client outcomes and feature adoption
Ensure effective handovers between Onboarding and Customer Success
Design, implement and improve Customer Success operational processes and standards
Own data and dashboards covering churn/retention, upsell/downsell, health scores and NPS
Analyse trends, identify risks and opportunities, and adjust strategy
Proactively implement plans to protect and grow revenue with senior regional leadership
Advocate for the Success Manager team and provide leadership insights and recommendations
Deliver Customer Success commercial and operational KPIs
Document team development, strategy, roadmap, forecasts, pipelines and operational processes
Increase customer adoption rates and feature activation
Provide data-backed recommendations to global and regional leadership
Influence Product, Marketing, Sales and Support to deliver company strategy

Requirements

What you’ll need

Proven experience leading a Customer Success function or commercial team, preferably in a SaaS environment
Strong commercial judgement and deep understanding of the industry, product and key financial metrics such as ARR, net upsell and churn
Strong ability to understand complex data, translate insights into actionable plans/improvements, and use data for strategic decision-making
Proven ability to value-sell premium features such as Ads Manager and SMS marketing
Strong cross-functional relationship-building and stakeholder influence skills
Excellent verbal communication and presentation skills
Experience working with CRM, onboarding, and customer engagement tools
Strong leadership skills, with experience coaching and developing teams
Highly analytical, using data and customer insights to drive decision-making
Ability to build collaborative relationships across Customer Success Management, Product, Marketing, and Sales
Strong critical thinking and problem-solving skills
Ability to anticipate future needs or blockers and handle high-impact client conversations
Ability to create a high-trust, high-engagement environment with clear accountability

Benefits

Comp & perks

2 Wellness Days
Employee assistance program
Competitive Compensation
Employee Share Purchase Scheme
2 weeks leave for Fertility Treatment, Pregnancy Loss and Menopause
Enhanced Maternity and Paternity Benefits
Extensive development opportunities
Development programs
Access to online resources including LinkedIn Learning
3 moving days
Flexi-time
Working from home is possible
Remote work is possible