Senior Client Success Specialist, APAC

Sensiba

3d • Remote

About The Position

The Senior Client Success Specialist owns a portfolio of GRC clients and delivers a strong client experience throughout the full client lifecycle. Acting as a trusted advisor and primary contact, the specialist is accountable for client retention and renewal revenue, proactive account health monitoring, and execution of Customer Success initiatives. The role combines compliance knowledge, relationship management, cross-functional collaboration, and process improvement, working with teams across Customer Success, Audit Delivery, Sales, Technology, Operations, and Accounts.

Responsibilities include leading client onboarding and audit-readiness activities for frameworks such as SOC 2, HIPAA, and GDPR; advising clients on audit scope, controls, and expectations; coordinating platform setup and handoffs to audit teams; managing renewals, proposals, expansion requests, and scope changes; and supporting Salesforce and HubSpot processes, integrations, workflows, and governance. The specialist also contributes to internal enablement by creating training materials, onboarding new team members, mentoring peers, and sharing expertise. The posting describes the portfolio as spanning EMEA with some crossover into APAC, while also describing the role as supporting Customer Success across APAC.

The position offers a competitive base salary and a comprehensive benefits package. The listed anticipated salary range is $92,000–$115,000, subject to change and individual qualifications. Sensiba describes a remote-work option with opportunities to connect in person through WeWork subscriptions and local offices.

Requirements

• 3–5 years of experience in Customer Success, Account Management, or another client-facing role.
• Ability to self-lead and own a portfolio, managing client relationships and a renewal revenue target autonomously with minimal day-to-day oversight.
• Proficiency with CRM platforms, particularly Salesforce opportunity management, automation, and field configuration, and HubSpot workflows and pipelines.
• Experience using proposal, customer contracting, and engagement tools, as well as project tracking tools.
• Excellent written and verbal communication skills and ability to manage multiple client relationships simultaneously.
• Ability to identify process gaps and drive improvements through documentation and structured playbooks.
• Collaborative experience working across Sales, Delivery, Technology, and Finance/Accounts teams.

Nice To Haves

• Experience in professional services, audit, or compliance.
• Working knowledge of SOC 2, HIPAA, and GDPR compliance frameworks.
• Experience working with MSP partners or in a channel or partner management context.
• Background in audit delivery, GRC, or information security.
• Experience creating training content and facilitating internal enablement sessions, such as Loom recordings or live workshops.
• Exposure to billing and revenue operations workflows.

Responsibilities

• Execute Customer Success strategy for a designated portfolio of GRC clients, in partnership with the Director of Customer Success and delivery leaders.
• Drive initiatives that support customer retention, growth, satisfaction, and long-term account health.
• Collaborate with Delivery, Audit, Sales, and Sales Engineering teams to strengthen engagement, improve service delivery, and identify expansion opportunities.
• Own retention of renewal revenue across the portfolio and serve as the primary contact for strategic accounts and complex client situations.
• Lead onboarding and kick-off calls for new and recurring clients across SOC 2, HIPAA, and GDPR compliance frameworks.
• Identify readiness gaps and guide clients in preparing for audit fieldwork.
• Advise clients on audit scope, controls, and expectations during readiness.
• Coordinate platform setup and compliance package configuration for recurring audits.
• Coordinate handoffs with audit delivery teams to support audit execution.
• Own the full renewal lifecycle, including outreach, follow-ups, proposal creation, and renewal revenue retention.
• Initiate client engagements for subsequent audit periods.
• Handle expansion requests and scope changes with Sales and Delivery.
• Provide feedback on pricing and packaging based on client experience and engagement insights.
• Partner with Audit Delivery, Sales, Technology, and Operations to align client needs and timelines.
• Work with internal technology teams to maintain Salesforce and HubSpot integrations.
• Contribute to HubSpot pipeline development by building workflows and automations for Customer Success and Audit Delivery processes.
• Support Salesforce governance, including required-field enforcement, location-based automation, and MSP contact requirements.
• Work with MSP partners and the Accounts team to coordinate shared client engagements and align billing and delivery.
• Create training materials and host onboarding sessions for new team members covering workflows, proposals, pipelines, client onboarding, compliance frameworks, and platforms.
• Mentor peers, share best practices, and act as a subject matter resource for the Customer Success team.

Benefits

• 30 days of annual leave, described as 10 days above the Australian statutory requirement.
• An additional 5 days of paid leave for the firm's July mid-year shutdown.
• Personal/carer's leave, parental leave, and volunteer days.
• Salary packaging and novated leasing for vehicles.
• Remote work with the option to connect in person, including WeWork subscriptions and access to local offices.
• Annual discretionary performance-based bonus program.
• Tuition reimbursement, support for professional certifications, and structured mentorship.
• Choice of a high-spec Mac or PC setup.
• DEI initiatives, employee resource groups, and wellness programs.
• Competitive compensation and professional advancement opportunities.

What This Job Offers

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