Job Description

This is an exciting opportunity for a customer-focused and commercially driven professional with a background in digital and B2B SaaS to make a real impact across a growing customer portfolio. In this role, you’ll drive customer retention, product adoption, and net revenue growth by building strong partnerships and delivering measurable value at every stage of the customer journey.

Using data insights, usage analytics, and proactive engagement strategies, you’ll identify opportunities to improve customer health, increase adoption, and mitigate churn before risks arise. As a trusted advisor to customers, you’ll play a key role in helping them maximise the value of our products and services while uncovering opportunities for expansion and growth.

Working closely with Sales, Product, and Delivery teams, you’ll champion the voice of the customer internally and help shape exceptional customer experiences, scalable processes, and long-term business success.

Key Responsibilities

Customer

• Monitor and manage customer health scores, usage analytics, and risk indicators to proactively address churn risks.
• Execute standardised customer success playbooks to ensure consistent customer outcomes.
• Own and drive net revenue retention (NRR) targets across your portfolio.

• Lead strategic customer check-ins and Quarterly Business Reviews (QBRs) using data-driven insights, scorecards, and ROI metrics.
• Drive feature adoption through adoption-gap analysis, targeted engagement campaigns, and tailored customer guidance.
• Define and track measurable success metrics aligned to customer business outcomes.
• Deliver scalable onboarding experiences using standardised onboarding playbooks and self-service resources.
• Support customers in achieving early value and successful product adoption.

Commercial

• Identify expansion and upsell opportunities through customer engagement patterns and product usage analysis.
• Collaborate with Sales teams to progress commercial opportunities within the customer base.

Process Improvement & Internal Collaboration

• Consistently execute customer success processes and playbooks to drive scalable outcomes.
• Utilise AI-assisted sentiment analysis and customer feedback insights to inform engagement strategies.

• Partner with Product teams to communicate customer feedback, feature requests, and pain points.
• Contribute customer insights to product roadmap discussions and continuous improvement initiatives.

What we are looking for

• A minimum of 3 years experience as a CSM in a B2B SaaS environment, ideally working with mid market and enterprise customers.

Customer & Relationship Management

• Strong communication and stakeholder management skills, with the ability to engage customers at all organisational levels.
• Proven ability to build trusted relationships in complex customer environments.
• A passion for delivering exceptional customer experiences and championing high-quality outcomes.

Data & Commercial Acumen

• Confidence analysing customer health metrics, usage analytics, adoption data, and sentiment analysis to drive decision-making.
• Strong understanding of revenue mechanics, expansion strategies, and commercial opportunity identification.

Continuous Improvement

• Demonstrated ability to influence business improvements and feed customer insights back into product and process enhancements.
• The ability to inspire customer operational leadership while aligning practical delivery methods and engaging the right resources.

• Takes ownership of customer outcomes and accountability for delivering a high standard of customer success.

• Experience in executing standardised playbooks and managing a mixed
  portfolio of strategic, managed, and light-touch accounts effectively.

Why you’ll love this role

If you enjoy combining relationship management with commercial thinking and data-driven decision making, this role offers the perfect balance. You’ll work with engaged customers, use modern customer success tools and insights to proactively drive adoption and retention, and have visibility across the full customer lifecycle.

You’ll also be joining a business that values customer advocacy, continuous improvement, and innovation. Your ideas and insights won’t just be heard, they’ll help shape how the business evolves, how products improve, and how customers achieve long-term success.

This role is ideal for someone who thrives in a fast-paced environment, enjoys solving problems proactively, and wants to grow their influence, commercial capability, and strategic customer success skills.

We offer a flexible working environment and are happy to accommodate any candidates based on the east coast of Australia.

About Squiz

Squiz helps complex, service-led organisations harness the power of digital, improving the services they offer online.

Founded in 1998, Squiz grew during the rise of the internet. Since then, we have evolved from a simple web content management system into a full digital experience platform (DXP), helping customers make the shift from being content managers to experience creators.

The Squiz DXP brings together content, search, data and applications in one place. To get the most out of the platform, customers can collaborate with our digital experts to design solutions and adapt as demands change.

We are headquartered in Australia, with teams and customers across the globe, and offices in New Zealand, the United States, the United Kingdom and Poland.