Customer Strategy & Outcomes Develop and execute customer success plans that clearly define outcomes, success measures, and value realization milestones. Proactively identify risks and opportunities, adjusting engagement strategies to improve customer health, resilience, and long-term partnership. Ensure clear communication, executive alignment, and coordinated action to restore customer confidence and stability. Manages large, complex, or strategically significant accounts with material revenue, usage, or transformation potential. Work has a direct and measurable impact on customer satisfaction, retention, expansion, and long-term partnership outcomes. Operates independently in ambiguous environments, exercising judgment, prioritization, and strategic thinking. Serve as a role model CSAM, setting a high standard for customer engagement quality, executive presence, and operational maturity. Influence across a matrixed organization without direct authority to drive alignment and execution. Provide informal coaching and mentorship to less experienced CSAMs through knowledge sharing and best-practice leadership. Contribute to the evolution of CSAM practices, tools, and frameworks by sharing insights and learnings from complex customer engagements. At the Principal level, success is measured not only by delivery, but by sustained impact and leadership through influence: Consistently delivers strong customer outcomes with minimal oversight. Raises the standard for customer success execution and is sought out for guidance and expertise. Demonstrates readiness for broader scope through strategic thinking, leadership behaviors, and durable customer impact. Required Proven experience in customer success, account management, or consultative roles within complex enterprise environments. Demonstrated ability to engage, influence, and build trust with senior business and technical stakeholders. Strong executive communication, value storytelling, and outcome-oriented mindset. Experience operating effectively in matrixed, cross-functional organizations. Ability to work within the Australian timezone and consistently maintain Australian business hours. Master's Degree in Business, Sociology, Psychology, Computer Science, or related field AND 10+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR Bachelor's Degree in Business, Sociology, Psychology, Computer Science or related field AND 12+ years customer success, solution delivery, practice management, customer-facing consulting, or portfolio management experience OR equivalent experience. Minimum 3 years experience in change management and/or technology adoption.
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