Senior Manager – Customer Success (SaaS)

Senior Manager – Customer Success (SaaS)

Global Fintech Leader | High-Impact Strategic Role | $180K + Super

12-Month Contract with Strong Potential for Extension | Hybrid Work Environment | Sydney-Based

Are you a strategic customer success leader with a proven track record in SaaS? This is your opportunity to step into a key role with a global Fintech organisation that’s revolutionising how small to medium businesses operate.

Backed by award-winning SaaS products and continued growth across the APAC region, this company is expanding their Sydney-based Customer Success team. Reporting directly to the Head of Customer Success APAC, you’ll lead the design and execution of high-impact customer strategies to drive retention, loyalty and advocacy.

Key Responsibilities:

• Design and execute customer retention programs that combine digital solutions and human-led experiences.
• Build strong, trust-based customer relationships that foster long-term loyalty and increase brand advocacy.
• Optimise and scale existing programs to drive ecosystem growth, retention, and lead generation.
• Leverage AI, data insights, and predictive modelling to proactively reduce churn and identify growth opportunities.
• Collaborate across Sales, Product, Marketing, Analytics, and Data Science to ensure seamless, value-driven customer journeys.
• Drive a culture of experimentation, testing new initiatives and quantifying their business impact before market rollout.
• Work closely with Customer Experience Design to develop and implement detailed journey maps, execution playbooks, and success metrics.

What You Bring:

• SaaS industry experience in a similar senior customer success or retention strategy role.
• Minimum 3 years of experience in customer strategy, journey mapping or experience design.
• A commercially-minded leader who consistently exceeds retention and revenue goals.
• Strong strategic acumen with the ability to align customer success initiatives to broader business goals.
• A passion for operational excellence-you’re hands-on, process-driven, and solution-oriented.
• Exceptional stakeholder management and influence skills across cross-functional teams.
• Tertiary qualifications in a relevant discipline or equivalent practical experience.

Why Join?

• Hybrid working – balance flexibility with collaboration
• Work in a high-performing, values-driven team
• Initial 12-month contract with genuine potential to convert to permanent (competitive salary $180K + super)
• Be part of a trusted global Fintech brand making a real difference for SMEs

Ready to make your next move?

Click Apply Now or contact Toni on 0429 841 882 for a confidential conversation.

Applications are being reviewed regularly – don’t miss out on this rare opportunity to make a real impact!

We’re proud to have won the Best Mid-Sized Recruitment Company to Work For at the 2023 TIARA Recruitment Awards, and to have been finalists, for the second year in a row, in the Client Service and Recruitment Leader of the Year categories! At Salt, our mission is Creating Futures by putting our clients, candidates, partners, and team members at the heart of everything we do. We extend our sincere appreciation to everyone who has contributed to our continued success.

Salt acknowledges the Traditional Owners of the lands across Australia as the continuing custodians of country and culture. We pay our respects to all First Nations Australians and their Elders past and present.