Senior Customer Success Manager

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 our next rock star Senior Customer Success Manager (CSM) based in Melbourne where you'll be responsible for driving customer outcomes and long-term value by acting as the strategic partner between the customer and Objective. Reporting to the VP of Customer Success, you'll be a key member to balance customer advocacy with commercial outcomes, strengthen relationships across all organisational levels, and guide customers through adoption, expansion and long-term retention.

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::
• Improving Customer Health
• Working with Account Directors and the Executive team to identify and support all customers in your portfolio, improving red/amber customer health to green, and ensuring ARR is retained.
• Developing Customer Success Plans with customers that includes critical success factors, executive and operational goals and a plan for areas to collaborate on to achieve those goals, and a summary of planned activities with all parts of Objective.
• Establishing a trusted adviser relationship that works to ensure customers’ overall satisfaction with Objective product(s).
• Product Education & Updates
• Assisting customers in upgrade planning and embedding change.
• Providing technical guidance and supporting customers transformation strategies.
• Working with customers and executives to understand value proposition of Objective’s products through the Value Program and evangelising success stories.
• Portfolio Growth
• Identifying opportunities where additional services, training, or Objective products may help customers meet their goals or resolve challenges. Provide these as Customer Success Qualified Leads (CSQLs) to the Sales team.
• Issue Resolution
• Working collaboratively with Project Managers, Customer Support, Managed Services and Product Management to prioritise, drive and ultimately ensure the resolution of escalated customer issues, raised through Objective Support Incidents (OSI).
• Collaborating cross functionally within Objective to resolve ad hoc customer requests, pain points, and escalations, to ensure customer retention.
• Working collaboratively with RSDs, Sales, Finance and Product Management to prioritise and drive the resolution of escalated Non OSI customer issues.
• Continuous Improvement
• Acting as the Voice of the Customer internally: reporting and acting on observed areas for improvement.
• Supporting the development, implementation, and growth of Objective’s Customer Success program.
• Continually contributing to the improvement of internal processes to deliver better experiences to Objective customers.

Your skills, experience and beyond: :
• Minimum of 7+ years of Customer Success Experience from an IT/SaaS background.
• Excellent verbal and written communication skills with an outlook of finding ways to build, create and deliver outcomes.
• Salesforce CRM experience.
• Excellent interpersonal skills with a demonstrated ability to work in a cross-functional team environment.
• Advanced working knowledge of Content & Process products.
• In-depth knowledge of business areas including customer service & client management, and software sales.
• Strong commercial and business knowledge, understands the needs of the customer to demonstrate the use cases of the product effectively.
• Exceptionally strong conflict resolution, negotiation, and problem-solving capability.
• Confident and assertive when addressing issues with both customers and internal stakeholders.
• Excellent stakeholder management capability: can build and maintain quality relationships with a diverse set of internal and external stakeholders, and customers across all organisational levels.
• Applies knowledge of industry business drivers and best practices to business operations.

Why join 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.