Customer Success Manager – GTM

Melbourne or Sydney | Hybrid   About the Role We're looking for a Customer Success Manager to join our Go-To-Market (GTM) team in Australia and New Zealand. In this client-facing role, you'll report to Head of Sales – Commercial Accounts and partner with a portfolio of customers after the sale. You'll help them achieve their goals and get maximum value from Experian's solutions. You'll build trusted relationships, support product adoption, identify growth opportunities, and help ensure customers have a positive and successful experience throughout their journey with Experian. What You'll Do Develop strong, long-term relationships with key clients, being the primary post-sale contact and trusted advisor. Develop strategic success plans that align Experian's solutions to client goals, priorities, and business outcomes. Guide customer adoption and value realisation by helping clients expand their use of Experian's solutions across their organisation. Track product adoption, customer health, and success metrics, identifying opportunities to improve engagement and outcomes. Deliver business reviews and present insights, and success measures to senior stakeholders and executive audiences. Partner with clients to identify new use cases and opportunities for growth within existing accounts. Maintain focus on customer retention and expansion by recognising commercial opportunities and collaborating with Sales and Client Executive teams. Identify risks to customer satisfaction or renewal, working with our teams to develop mitigation plans. Support successful renewals by demonstrating value, outcomes achieved, and future opportunities. Collaborate across Sales, Product, Delivery, Support, Consulting, and Billing teams to ensure customers receive a seamless and consistent Experian experience. What you'll bring 6+years experience in Customer Success, Account Management, Relationship Management, or another customer-facing role. 3+ years of experience working with enterprise software, SaaS, data, analytics, fintech, fraud, identity, credit, or related technology solutions. Experience conducting quarterly business reviews, detailing customers' adoption of and progress with the product, including the ability to engage senior leaders. Experience managing customer adoption, retention, renewals, or growth initiatives. A proactive and collaborative approach to problem-solving. Experience using CRM platforms such as Salesforce and productivity tools such as Microsoft Office. Interest in emerging technologies and AI-enabled tools.