Manager, Customer Success (APAC & EMEA)

Sensiba

7d • Remote

About The Position

The Manager, Customer Success supports the global customer success function responsible for guiding our Governance, Risk, and Compliance (GRC) clients through their audit and compliance journey starting from onboarding to audit readiness, delivery collaboration, and renewal. They act as both a player-coach by leading a team of customer success professionals while remaining hands-on with key client engagements, audit readiness, and internal process design. In this role, you'll hold interim ownership of a portion of the client portfolio: stepping in to manage accounts as needed during team scaling, transitions, or coverage gaps, with these accounts progressively handed off to analysts as the team builds out. Balancing people leadership with strategic oversight, you'll shape our Customer Success strategy across APAC, build and sustain a high-performing, customer-centric team culture, and ensure exceptional outcomes. Only candidates located in Australia will be considered at this time.

Requirements

• 5+ years’ experience in a Customer Success, Account Management, or client-facing role, ideally (but not mandatorily) within a professional services, audit, or compliance environment.
• Proven people-management experience — at least 2 years directly leading, coaching, and performance-managing a Customer Success or client-facing team — with a demonstrated track record of hiring, developing, and retaining high-performing talent.
• Proficiency with CRM platforms, particularly Salesforce (opportunity management, automation, field configuration) and HubSpot (workflows, pipelines).
• Experience using client contracting tools and project tracking tools such as Jira.
• Excellent written and verbal communication skills, with the ability to manage multiple client relationships simultaneously.
• Proven ability to identify process gaps and drive improvements through documentation and structured playbooks.
• Collaborative mindset with experience working across Sales, Delivery, Technology, and Finance/Accounts teams.
• Working knowledge of compliance frameworks such as SOC 2, HIPAA, and GDPR.
• Experience working with MSP partners or in a channel/partner management context.
• Background in audit delivery, GRC, or information security.
• Familiarity with creating training content and facilitating internal enablement sessions (e.g. Loom recordings, live workshops).
• Exposure to billing and revenue operations workflows.

Responsibilities

• Hold accountability for the region's overall retention metrics, overseeing its delivery across the team's combined client portfolio.
• Provide day-to-day leadership, guidance, and operational oversight for the APAC Customer Success Manager (CSM) team, with some support and collaboration with EMEA teams where required.
• Own performance management for the Customer Success team — including goal-setting, regular 1:1s, and formal performance reviews.
• Foster a high-performance, customer-centric culture through coaching, mentoring, and ongoing professional development of team members.
• Act as the primary escalation point for customer, operational, and team-related issues, ensuring timely resolution and effective stakeholder management.
• Collaborate closely with the Global Director of Customer Success & Sales Engineering to execute departmental objectives, strategic initiatives, and organisational priorities.
• Oversee the preparation and delivery of operational reports, performance dashboards, and business analytics, presenting key insights, trends, risks, and recommendations to senior leadership.
• Manage and track performance against them, and define clear career pathways and succession plans within the team.
• Hold interim ownership of a portion of the existing client portfolio — typically accounts awaiting reassignment or coverage during team scaling — and manage the full renewal cycle for these clients, including outreach, follow-ups, and proposal creation.
• Initiate recurring client engagements for subsequent audit periods.
• Handle expansion requests and scope changes in close coordination with Sales and Delivery teams.
• Provide actionable feedback on pricing and packaging informed by client experience and engagement insights.
• In partnership with the Global Director of Customer Success and key delivery leaders, develop and execute a Customer Success strategy for a designated portfolio segment across the APAC region.
• Drive strategic initiatives focused on customer retention, growth, satisfaction, and long-term account health.
• Collaborate with Delivery, Audit, Sales, and Sales Engineering teams to strengthen customer engagement, improve service delivery outcomes, and identify expansion opportunities.
• Serve as a senior point of contact for strategic accounts, supporting executive stakeholder engagement and complex customer situations.
• Partner with Audit Delivery, Sales, Technology, and Operations teams to align on client needs and timelines.
• Collaborate with internal technology teams to maintain effective Salesforce and HubSpot integrations.
• Contribute to pipeline development by building workflows and automations to streamline Customer Success and Audit Delivery processes.
• Support Salesforce governance, including required field enforcement, location-based automation, and MSP contact requirements.
• Engage with MSP partners and the Accounts team to facilitate shared client engagements and ensure billing and delivery alignment.
• Create training materials and host onboarding sessions for new team members covering workflows, proposals, pipelines, client onboarding, compliance frameworks, and platforms.
• Mentor peers and share best practices across tools, frameworks, and workflows.
• Act as a subject matter resource for the broader Customer Success team.

Benefits

• Market-Leading Annual Leave – We offer 30 days of Annual Leave (10 days above the Australian statutory requirement).
• Personal/carer's leave, parental leave, and volunteer days.
• Salary Packaging & Novated Leasing
• Flexible & Remote Work – We provide WeWork subscriptions and access to local offices for team collaboration.
• Performance-Based Bonus
• Professional Development – We invest in your future with tuition reimbursement, support for professional certifications (CA/CPA etc.), and structured mentorship.
• Tech of Your Choice – We offer your choice of a high-spec Mac or PC setup.
• Inclusive & Supportive Culture – DEI initiatives, employee resource groups, and comprehensive wellness programs.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: No Education Listed