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Customer Success ManagerGet AI-powered advice on this job and more exclusive features.One of Australia''s most exciting startupsFancy a role at one of Australia''s most exciting B2B startups? Cascade is the world''s #1 strategy led performance platform, helping organizations turn ideas into reality. Our platform enables companies to plan, execute, and track strategies efficiently, eliminating the chaos of spreadsheets and slide decks. It is the Strategic Command Center for the CSuite and thousands of organizations use Cascade to drive performance and accelerate decision-making. The best bit? Our global HQ is right here in Sydney.Work alongside the founder in the heart of the businessThis is a unique opportunity to work alongside the founder of the company to help drive our APAC customer portfolio to new heights.We are looking for someone to drive customer value and longterm strategic outcomes across APAC. This role blends customer value realization, strategic account planning, adoption leadership, and handson partnership during critical phases of the customer lifecycle. As an Enterprise Customer Success Manager (CSM) at Cascade Strategy, you''ll play a pivotal role in supporting our customers as they navigate their journey with Cascade''s strategyled performance platform. This is a hightouch, strategic role where you''ll guide a diverse portfolio of customers through their postsales journey, with a high focus on adoption and growth, ensuring they derive maximum value from the product and experience longterm success.You will partner with Account Executives, implementation and technical specialists as part of a Dedicated Account Team (DAT), delivering tailored support based on the customer''s unique needs. As a trusted advisor, you will drive product adoption, renewals, and expansion while building and maintaining deep, consultative relationships at the Csuite level and beyond.If you are a strategic thinker who thrives in a fastpaced, startup environment, and passionate about driving deep customer value, we encourage you to apply!Key ResponsibilitiesImplementation & Adoption:The technical aspects of implementation will be handled by our Services team. Your role is to collaborate closely with them to focus on the strategic and engagement side of onboarding; understanding customer goals, driving adoption and deep executive buyin, and ensuring the overall experience aligns with the value they expect to achieve. You''ll partner with the DAT team to ensure that new enterprise customers achieve time to value swiftly and seamlessly, ensuring they experience a strong launch and kickoff our partnership with a solid foundation.Develop a deep understanding of the product and customer use cases, and work closely with the DAT to ensure project milestones are met and value delivery is achieved on schedule, navigating complex organizations and diverse personalities and interests.Account Management & Relationship Building:Develop a deep understanding of each assigned enterprise account and execute a comprehensive strategy for account retention and growth.Serve as the primary point of contact for strategic discussions, ensuring alignment of Cascade''s solution with the customer''s business goals.Foster longterm relationships at the Csuite and executive level, while supporting ontheground champions, ensuring customer satisfaction and increasing customer loyalty.Renewals & Expansions:Secure renewals by clearly demonstrating the ongoing value Cascade provides and identifying any risks.Identify expansion opportunities within the existing account, leveraging customer success insights and working closely with sales to close upsell and crosssell deals.Change Management and Strategy Support:Guide customers through change management processes, ensuring smooth adoption and integration of Cascade into their business operations.Provide thought leadership on strategy execution and strategyled performance best practices, positioning Cascade as a trusted advisor to help clients achieve their strategic objectives.Internal Collaboration & Process Improvement:Contribute to the development of best practices and the customer success playbook, helping improve internal processes for faster, more effective delivery.Work crossfunctionally with Product, Sales, and Support teams to advocate for customer needs, ensuring product improvements align with customer feedback.The Ideal CandidateClient Relationship Management: Strong ability to build and nurture deep, trusted relationships with enterprise clients, offering strategic thought partnership to optimize Cascade''s value in their business.Demonstrated Product Knowledge Expertise: Proven ability to learn the ins and outs of a complex SaaS product ensuring postsale adoption, driving customer satisfaction and quick timetovalue (TTV).Commercial Acumen: A resultsoriented mindset with a keen understanding of revenue retention, expansion opportunities, and driving growth through strategic renewals and upsells.Enterprise Customer Success Expertise: Skilled at managing complex enterprise accounts, navigating multithreaded relationships across organizations, and engaging with Csuite executives to influence key business outcomes.Exceptional Communication: Ability to craft customized agendas, deliver focused content, and summarize key points that resonate with customers. Skilled at negotiation, value articulation, and building consensus.Proactive Problem Solver: Resourceful and autonomous, capable of anticipating issues and proactively driving solutions to address customer concerns.Change Management Expertise: Experience in change management practices, guiding large enterprises through the transitions required for successful adoption of new technology.ExperienceMinimum 5 years in Enterprise Customer Success or Account Management for a SaaS business with ACV >$50K, including substantial experience in engaging with Csuite executives.Minimum 2 years in a postSeries A, or growthstage tech company, with a strong startup mindset.Experience in managing the full customer lifecycle: Implementation/Onboarding, Account Renewals & Expansions, and Product Adoption & Relationship Management.Experience advising on Change Management in enterprise environments, guiding organizations through strategic transformations.#J-18808-Ljbffr