Customer Success Manager – GTM

Company Description

Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We're passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. We're a constituent of the FTSE 30 and for more than 125 years we've helped economies and communities flourish – and we're not done.

Discover the Unexpected - Our 22k amazing employees in 30+ countries believe the possibilities for you, and the world, are growing. We're investing in the future, through new technologies, experienced people and innovation so we can help create a better tomorrow. To do this we employ 'big-thinkers' that share our purpose #uniquelyexperian

Job Description

Melbourne or Sydney | Hybrid

About the Role

We're looking for a Customer Success Manager to join our Go-To-Market (GTM) team in Australia and New Zealand.

In this client-facing role, you'll report to Head of Sales – Commercial Accounts and partner with a portfolio of customers after the sale. You'll help them achieve their goals and get maximum value from Experian's solutions. You'll build trusted relationships, support product adoption, identify growth opportunities, and help ensure customers have a positive and successful experience throughout their journey with Experian.

What You'll Do

• Develop strong, long-term relationships with key clients, being the primary post-sale contact and trusted advisor.
• Develop strategic success plans that align Experian's solutions to client goals, priorities, and business outcomes.
• Guide customer adoption and value realisation by helping clients expand their use of Experian's solutions across their organisation.
• Track product adoption, customer health, and success metrics, identifying opportunities to improve engagement and outcomes.
• Deliver business reviews and present insights, and success measures to senior stakeholders and executive audiences.
• Partner with clients to identify new use cases and opportunities for growth within existing accounts.
• Maintain focus on customer retention and expansion by recognising commercial opportunities and collaborating with Sales and Client Executive teams.
• Identify risks to customer satisfaction or renewal, working with our teams to develop mitigation plans.
• Support successful renewals by demonstrating value, outcomes achieved, and future opportunities.
• Collaborate across Sales, Product, Delivery, Support, Consulting, and Billing teams to ensure customers receive a seamless and consistent Experian experience.

Qualifications

What you'll bring

• 6+years experience in Customer Success, Account Management, Relationship Management, or another customer-facing role.
• 3+ years of experience working with enterprise software, SaaS, data, analytics, fintech, fraud, identity, credit, or related technology solutions.
• Experience conducting quarterly business reviews, detailing customers' adoption of and progress with the product, including the ability to engage senior leaders.
• Experience managing customer adoption, retention, renewals, or growth initiatives.
• A proactive and collaborative approach to problem-solving.
• Experience using CRM platforms such as Salesforce and productivity tools such as Microsoft Office.
• Interest in emerging technologies and AI-enabled tools.

Additional Information

Benefits/Perks:

• Novated Leasing & Salary Packaging
• Great compensation package and bonus / commission plan
• Core benefits including Experian shares discount and wellness program
• Flexible work environment, hybrid model
• Flexible time off including volunteer time off, personal leaves and paid holidays
• 17 weeks of Paid Parental Leave, family care leave and up to 5 days study leave

Our uniqueness is that we truly celebrate yours. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's strong people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.

Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

#LI-Hybrid

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