Senior Customer Success Manager

Responsibilities

The Senior Customer Success Manager will manage and grow a portfolio of strategic national accounts by building strong executive relationships and ensuring measurable value. They will lead account planning, contract renewals, and cross-functional collaboration to improve client experience and retention.

Requirements

Candidates must have substantial experience managing complex, high-value B2B accounts and a proven record of retaining and growing strategic relationships. Strong commercial judgement, executive-level communication skills, and proficiency in CRM systems are essential for this role.

Skills

• Account management
• Client retention
• Strategic planning
• Stakeholder management
• Commercial judgement
• Negotiation
• Relationship mapping
• Contract renewals
• Reporting
• Presentation
• Microsoft Office
• Customer relationship management
• Issue resolution
• Business-to-business
• Strategic growth

Benefits

• Flexible work environment
• Collaborative team culture
• Purpose-driven work

About this role

Job Description
As Senior Customer Success Manager, you will take ownership of relationships with some of our most important national clients. You will strengthen executive partnerships, protect client retention, identify growth opportunities and ensure clients experience measurable value from our workplace mental health and wellbeing services.
This is a high-impact opportunity for a seasoned client leader who can quickly understand complex accounts, resolve issues and establish best-practice account management. Your work will directly influence client loyalty, commercial performance and the wellbeing outcomes achieved by the organisations we support.
This 12-month fixed-term contract has a clear mandate: strengthen our top-tier client relationships, lift the consistency of the client experience and leave a stronger account management approach in place.
What We're Looking For
You are an experienced client leader who combines strong relationships with commercial judgement and disciplined execution. You can earn the confidence of senior stakeholders, navigate complex service environments and turn client priorities into clear action and measurable results.
You'll bring:
Substantial experience managing complex, high-value business-to-business accounts
A strong record of retaining and growing strategic client relationships
Confidence advising and influencing senior executives, procurement teams and operational leaders
Experience leading account plans, contract renewals, executive reviews and service improvement
Commercial judgement, including an understanding of revenue, margin, risk and growth opportunities
The ability to resolve complex client issues and mobilise internal teams around clear solutions
Strong reporting, presentation, negotiation and organisational capability
Confidence using Microsoft Office and customer relationship management systems; experience with Accelo, WPM or Dynamics is advantageous
Experience in professional services, health, insurance or workplace services is advantageous
Key Responsibilities
Protect and grow a portfolio of strategic national accounts through disciplined account planning and strong executive relationships
Become a trusted partner to senior client stakeholders by understanding their priorities and translating them into practical solutions
Lead account plans, client reviews, contract renewals and relationship mapping to strengthen retention and identify sustainable growth opportunities
Use client insights, performance reporting and executive reviews to demonstrate value, shape decisions and improve the client experience
Anticipate relationship and service risks, lead issue resolution and restore confidence when challenges arise
Partner with clinical, consulting and operational teams to deliver a consistent, responsive and high-quality client experience
Strengthen account management practices, systems and ways of working across the business
Why Join Us?
At Communicorp and FBG Group, you will work with leading organisations and workplaces to improve workplace mental health and wellbeing. You will have the scope to shape how we manage our most important client relationships and build a consistent, best-in-class client experience.
When you join our team, you'll have the opportunity to:
Lead relationships with a portfolio of high-profile national clients
Influence client retention, growth and the value clients gain from our services
Shape best-practice strategic account management across the business
Work alongside experienced clinicians, consultants and operational leaders
Join a flexible, collaborative and purpose-driven team
We believe diversity strengthens our business and proudly welcome applications from people of all ages, backgrounds, abilities, cultures and identities, including Aboriginal and Torres Strait Islander peoples and members of the LGBTQIA+ community.
Ready to Lead with Purpose?
Call Vicki on 0447 650 657 for a confidential discussion or click Apply Now to take the next step in your career.

Site Address: Level 17, 300 La Trobe Street, MELBOURNE, VIC, 3000
Job Function Group: Health
Job Function: Administration
Employment Type: Temporary Full Time

About APM Group

Hospitals and Health Care · 501-1,000 employees · headquartered in West Perth, Western Australia