Customer Success Manager - National Accounts

About the role

A 12-month fixed-term Customer Success Manager position in Melbourne takes 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 suits a seasoned client leader who can quickly understand complex accounts, resolve issues and set up best-practice account management.

Key responsibilities

• Protect and grow a portfolio of strategic national accounts through disciplined account planning and strong executive relationships
• Become a trusted partner to senior client stakeholders by understanding their priorities and turning them 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
• 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
• Commercial judgement, including 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
• Microsoft Office and CRM systems; experience with Accelo, WPM or Dynamics is advantageous

The employer is Communicorp and FBG Group, which works with organisations and workplaces to improve workplace mental health and wellbeing. Applications are made through the online application link.