Manager – Customer Success

A day in the role:

• Driving customer value and lifecycle success
• Ensure every priority customer has a clear, outcome-focused Customer Success Plan
• Lead Executive Business Reviews that demonstrate measurable value and strategic alignment
• Drive adoption and accelerate time-to-value through structured engagement
• Retention and risk management
• Implement a consistent customer health framework and early risk identification process
• Lead remediation plans and renewal readiness activities
• Establish clear internal escalation pathways to resolve customer challenges quickly
• Commercial impact and account alignment
• Identify and qualify expansion opportunities through deep customer insight
• Contribute Customer Success ownership to account planning in Salesforce
• Partner closely with Sales on renewals and long-term growth opportunities
• Operating rhythm and governance
• Introduce clear engagement cadence and activity standards across the team
• Ensure visibility of customer objectives, sentiment, risk and progress
• Track and report on key Customer Success performance metrics
• Team leadership and capability uplift
• Coach Customer Success Managers to operate as strategic, value-led partners
• Set clear expectations for planning, execution and follow-through
• Build a culture of accountability, learning and continuous improvement


In addition to leading the team, you’ll personally manage a small portfolio of strategic customers. This ensures you remain close to customer challenges, model best practice engagement and continuously refine how we deliver value.

Your skills, experience and beyond:

• 6 to 8+ years’ experience in Customer Success, Account Management or customer-facing roles in a SaaS or recurring revenue environment.
• 4+ years leading or mentoring Customer Success Managers, including coaching, performance management and establishing team cadence.
• Proven experience introducing structure, governance and measurable performance into a Customer Success function.
• Strong experience managing complex enterprise and/or government customers.
• Demonstrated success driving retention, adoption and expansion through a value-led engagement model.
• Commercial acumen and experience partnering with Sales on renewals and growth opportunities.
• Experience collaborating cross-functionally with Sales, Services, Product and Support to deliver customer outcomes.

Why Objective?

• Your work has a purpose- everything we build helps customers deliver outcomes that matter.
• You’re supported Flexible work, genuine care, and a focus on wellbeing are central to life here.
• You can grow. We invest in learning, development, and giving people opportunities to stretch their skills.
• You’re part of a great team. High trust, collaborative, and a culture built around teamwork and quality.