Senior Customer Success Manager

About the role

APM Group is looking for a Senior Customer Success Manager in Melbourne to take ownership of relationships with key national clients. The role strengthens executive partnerships, protects client retention, identifies growth opportunities and ensures clients get measurable value from workplace mental health and wellbeing services. It is a 12-month fixed-term contract.

Key responsibilities

• Protect and grow a portfolio of strategic national accounts through disciplined account planning and strong executive relationships.
• Act as a trusted partner to senior client stakeholders, turning their priorities into practical solutions.
• Lead account plans, client reviews, contract renewals and relationship mapping to strengthen retention and find sustainable growth.
• Use client insights, performance reporting and executive reviews to demonstrate value and improve the client experience.
• Anticipate relationship and service risks, lead issue resolution and restore confidence when challenges arise.
• Partner with clinical, consulting and operational teams to deliver a consistent, high-quality client experience.
• Strengthen account management practices, systems and ways of working across the business.

Required profile

• Substantial experience managing complex, high-value business-to-business accounts.
• A strong record of retaining and growing strategic client relationships.
• Confidence advising and influencing senior executives, procurement teams and operational leaders.
• Experience leading account plans, contract renewals, executive reviews and service improvements.
• Understanding of revenue, margin, risk and growth opportunities.
• Ability to resolve complex client issues and mobilise internal teams.
• Experience in professional services, health, insurance or workplace services is advantageous.

Required skills

• Strong reporting, presentation, negotiation and organisational capability.
• Confidence using Microsoft Office and customer relationship management systems.
• Experience with Accelo, WPM or Dynamics is advantageous.

The employer welcomes applications from people of all ages, backgrounds, abilities, cultures and identities, including Aboriginal and Torres Strait Islander peoples and the LGBTQIA+ community.