Customer Success Manager
Hatch
20 hours ago
Full-time
Hybrid (Sydney, New South Wales, Australia)
Australia
This is a Customer Success Manager role with Mentimeter based in Sydney, NSW, AU
== Mentimeter ==
Role Seniority - mid level
More About The Customer Success Manager Role At Mentimeter
The role
Enterprise Customer Success at Mentimeter's Strategic Accounts isn't about keeping the lights on. It's about proving, deal by deal and quarter by quarter, that Mentimeter belongs at the centre of how our biggest customers communicate, learn, and grow.
You'll be one of the first people building out our Strategic Accounts function in Sydney, working deeply with a focused portfolio of our most complex, highest-value enterprise customers. These are organisations with multiple business units, regions, and stakeholder layers.
The Relationship Manager owns the commercial side. You own the value: the success plans, the executive relationships, the proof points that make expansion the obvious next step. This is a role for someone who wants to operate as a genuine strategic partner, not a support function.
What you'll do
Align Mentimeter usage to the business outcomes and executive-level KPIs that actually matter to each customer
Build and maintain structured success plans grounded in how each customer defines success internally
Lead conversations with senior stakeholders - Managing Directors, functional leaders - in their language, not ours
Read the room in high-stakes meetings, adapt in real time, and steer discussions toward outcomes
Challenge customers constructively when it strengthens the partnership, not just when it's comfortable
Lead workshops and represent Mentimeter at customer events
Build multi-threaded relationships across departments and regions so Mentimeter is embedded, not bolted on
Spot risk signals early and drive mitigation plans alongside the Relationship Manager
Expand cross-departmental adoption by genuinely understanding how each customer works
Turn strong relationships into advocacy, referrals and customer stories that support long-term growth
What you bring
3+ years in Enterprise SaaS Customer Success, and or Sales, or Client facilitation background.
A track record managing complex, multi-stakeholder accounts
Real, measurable business impact you've driven inside large organisations
Executive presence - you're comfortable advising Managing Directors and VP-level stakeholders, not just presenting to them
A structured, disciplined approach to success planning and stakeholder mapping
Professional-level English and excellent communication skills
Not part of this role: prospecting and closing new logos (Account Executives own that), the commercial relationship (Relationship Managers own that), and day-to-day support (our customer support own that). You're still fully accountable for the long-term health of every account in your portfolio.
Compensation
We believe in the power of togetherness, so we don't run commission-based sales comp - it's not how we want people showing up to these relationships. The salary range for this role is $120–$140k annually, plus super & full benefits package.
Mentimeter is a hybrid workplace - expect to be in-office 3 days a week in Sydney CBD.
What Mentimeter Can Offer
At Mentimeter we can offer a diverse and inclusive work environment supported by smart and driven colleagues. We believe in continuous professional development for all of our colleagues and therefore offer access to a leadership program (including external personal coach) and relevant education to ensure that we continue to be state-of-the-art when it comes to innovating and building Mentimeter. Your place will be in a growing company with lots of career opportunities, working on a beloved product used by more than 300 million people. It’s not all about work though, we also offer a very healthy view on work-life balance.
All of this comes attached with a competitive compensation and benefits package, including pension contributions. Learn more about our benefits by visiting our Benefits & Perks page
Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Mentimeter team will be there to support your growth.
🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢
Key Responsibilities
A Final Note: This is a role with Mentimeter not with Hatch.
== Mentimeter ==
Role Seniority - mid level
More About The Customer Success Manager Role At Mentimeter
The role
Enterprise Customer Success at Mentimeter's Strategic Accounts isn't about keeping the lights on. It's about proving, deal by deal and quarter by quarter, that Mentimeter belongs at the centre of how our biggest customers communicate, learn, and grow.
You'll be one of the first people building out our Strategic Accounts function in Sydney, working deeply with a focused portfolio of our most complex, highest-value enterprise customers. These are organisations with multiple business units, regions, and stakeholder layers.
The Relationship Manager owns the commercial side. You own the value: the success plans, the executive relationships, the proof points that make expansion the obvious next step. This is a role for someone who wants to operate as a genuine strategic partner, not a support function.
What you'll do
Align Mentimeter usage to the business outcomes and executive-level KPIs that actually matter to each customer
Build and maintain structured success plans grounded in how each customer defines success internally
Lead conversations with senior stakeholders - Managing Directors, functional leaders - in their language, not ours
Read the room in high-stakes meetings, adapt in real time, and steer discussions toward outcomes
Challenge customers constructively when it strengthens the partnership, not just when it's comfortable
Lead workshops and represent Mentimeter at customer events
Build multi-threaded relationships across departments and regions so Mentimeter is embedded, not bolted on
Spot risk signals early and drive mitigation plans alongside the Relationship Manager
Expand cross-departmental adoption by genuinely understanding how each customer works
Turn strong relationships into advocacy, referrals and customer stories that support long-term growth
What you bring
3+ years in Enterprise SaaS Customer Success, and or Sales, or Client facilitation background.
A track record managing complex, multi-stakeholder accounts
Real, measurable business impact you've driven inside large organisations
Executive presence - you're comfortable advising Managing Directors and VP-level stakeholders, not just presenting to them
A structured, disciplined approach to success planning and stakeholder mapping
Professional-level English and excellent communication skills
Not part of this role: prospecting and closing new logos (Account Executives own that), the commercial relationship (Relationship Managers own that), and day-to-day support (our customer support own that). You're still fully accountable for the long-term health of every account in your portfolio.
Compensation
We believe in the power of togetherness, so we don't run commission-based sales comp - it's not how we want people showing up to these relationships. The salary range for this role is $120–$140k annually, plus super & full benefits package.
Mentimeter is a hybrid workplace - expect to be in-office 3 days a week in Sydney CBD.
What Mentimeter Can Offer
At Mentimeter we can offer a diverse and inclusive work environment supported by smart and driven colleagues. We believe in continuous professional development for all of our colleagues and therefore offer access to a leadership program (including external personal coach) and relevant education to ensure that we continue to be state-of-the-art when it comes to innovating and building Mentimeter. Your place will be in a growing company with lots of career opportunities, working on a beloved product used by more than 300 million people. It’s not all about work though, we also offer a very healthy view on work-life balance.
All of this comes attached with a competitive compensation and benefits package, including pension contributions. Learn more about our benefits by visiting our Benefits & Perks page
Before we jump into the responsibilities of the role. No matter what you come in knowing, you’ll be learning new things all the time and the Mentimeter team will be there to support your growth.
🟢 Please consider applying even if you don't meet 100% of what’s outlined 🟢
Key Responsibilities
- ❤️ Building customer relationships
- 🐣 Educationing our Customers
- 💜 Adoption & Usage
- 🤝 Customer relationship management
- 🗣️ Communication skills
- 🛠️ Problem-solving
- 📊 Data analysis
- 📅 Project management
- 💻 Technical proficiency
A Final Note: This is a role with Mentimeter not with Hatch.