Manager, Customer Success

At Objective, we create software that makes a difference. With over 400 people and five development labs spread across Australia, New Zealand, the United States of America, and the United Kingdom, Objective is a leading developer of SaaS solutions for the government.

We’re looking for an experienced Manager, Customer Success – Information Intelligence to lead and evolve our Customer Success function during an exciting phase of growth. This is a player–coach leadership role, ideal for someone who thrives on building high-performing teams while staying close to customers and driving meaningful outcomes.

Reporting to the VP, Sales & Customer Success, you will lead the Customer Success team to deliver consistent customer value across the entire lifecycle—driving adoption, retention and expansion while introducing strong operational cadence, governance and measurable outcomes at scale.

Please note this position is based in Melbourne and will require the successful candidate to reside here. If you are interested, we encourage you to apply immediately and become part of our team!

A day in the role::
• Driving customer value and lifecycle success
• Ensure every priority customer has a clear, outcome-focused Customer Success Plan
• Lead Executive Business Reviews that demonstrate measurable value and strategic alignment
• Drive adoption and accelerate time-to-value through structured engagement
• Retention and risk management
• Implement a consistent customer health framework and early risk identification process
• Lead remediation plans and renewal readiness activities
• Establish clear internal escalation pathways to resolve customer challenges quickly
• Commercial impact and account alignment
• Identify and qualify expansion opportunities through deep customer insight
• Contribute Customer Success ownership to account planning in Salesforce
• Partner closely with Sales on renewals and long-term growth opportunities
• Operating rhythm and governance
• Introduce clear engagement cadence and activity standards across the team
• Ensure visibility of customer objectives, sentiment, risk and progress
• Track and report on key Customer Success performance metrics
• Team leadership and capability uplift
• Coach Customer Success Managers to operate as strategic, value-led partners
• Set clear expectations for planning, execution and follow-through
• Build a culture of accountability, learning and continuous improvement

In addition to leading the team, you’ll personally manage a small portfolio of strategic customers. This ensures you remain close to customer challenges, model best practice engagement and continuously refine how we deliver value.

Your skills, experience and beyond::
• 6 to 8+ years’ experience in Customer Success, Account Management or customer-facing roles in a SaaS or recurring revenue environment.
• 4+ years leading or mentoring Customer Success Managers, including coaching, performance management and establishing team cadence.
• Proven experience introducing structure, governance and measurable performance into a Customer Success function.
• Strong experience managing complex enterprise and/or government customers.
• Demonstrated success driving retention, adoption and expansion through a value-led engagement model.
• Commercial acumen and experience partnering with Sales on renewals and growth opportunities.
• Experience collaborating cross-functionally with Sales, Services, Product and Support to deliver customer outcomes.

Why Objective?:
• Your work has a purpose- everything we build helps customers deliver outcomes that matter.
• You’re supported Flexible work, genuine care, and a focus on wellbeing are central to life here.
• You can grow. We invest in learning, development, and giving people opportunities to stretch their skills.
• You’re part of a great team. High trust, collaborative, and a culture built around teamwork and quality.

If you do not tick every box, do not let that stop you. We value potential, learning agility, and diverse perspectives just as much as experience, and we encourage you to apply.

At Objective, we recognise and celebrate our diverse team as pivotal to our strong employee engagement and our high-performing culture, underpinned by Our Values.

We are an equal opportunity employer. We do not discriminate based on any protected characteristics or on any other basis prohibited by applicable laws in the regions where we operate.

To ensure a positive experience, please inform our Talent Team of any adjustments or accommodations you may require during the recruitment process, so we can support you effectively.