Client Success Manager

About the role

IDVerse, part of LexisNexis Risk Solutions, is a digital identity verification and fraud prevention platform powered by AI. It is looking for a Client Success Manager to work with customers after implementation, helping them realise value from their investment while driving adoption, retention and long-term growth. The role is hybrid, based in St Leonards (North Sydney).

Key responsibilities

• Own customer relationships after go-live and act as the primary point of contact for ongoing success.
• Drive adoption, enablement and value realisation through training, education and strategic guidance.
• Build relationships with operational, technical, commercial and executive stakeholders.
• Run Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs).
• Monitor customer health, spot risks early and address challenges proactively.
• Support renewals by showing value, outcomes and business impact.
• Identify growth opportunities and partner with Sales on expansion initiatives.
• Advocate for customers internally across Product, Engineering, Support, Delivery and Sales.
• Coordinate issue resolution and keep customers informed during incidents.
• Capture customer feedback, market insights and success stories to shape future product development.

Required profile

• 5+ years in Customer Success, Account Management, Client Services or a similar SaaS environment.
• Experience managing customer or account portfolios and driving retention.
• Experience supporting renewals, expansion and revenue growth.
• Commercially minded, customer-focused and able to engage end users through to senior executives.

Required skills

• Customer onboarding, enablement and adoption best practices.
• Delivering workshops, training sessions and product demonstrations.
• Analyzing customer data and turning insights into action.
• Problem-solving, escalation management and strong communication skills.

What we offer

• A fast-growing technology business backed by LexisNexis Risk Solutions.
• Working with AI-powered solutions used by organisations globally and partnering with leading Australian brands.
• Career development opportunities across a global organisation.
• Flexible working arrangements and a collaborative, supportive culture.