Customer Success Manager

Who are GovConnex?

GovConnex is a fast-growing SaaS company designed for public policy and corporate affairs professionals, founded in 2019. GovConnex’s mission is to be the world’s leading provider of government information and workflow tools, allowing organisations to manage political and regulatory risk more efficiently. Our growing customer base includes ASX100 and Fortune 500 companies, as well as leading industry associations, consultancies and NFPs.

What You’ll Do:

GovConnex is looking for a Customer Success Manager to join our team during a critical growth phase. Reporting directly to the Head of Customer Success, you will own the end-to-end customer experience as well as revenue growth & retention.

• Own customer outcomes: Be the strategic partner for your book of business, ensuring they realise value and achieve quantifiable success.
• Lead onboarding & training: Onboard new customers to the GovConnex platform, helping them find value in the product quickly and efficiently. Continue to act as a product expert, ridging customer needs with our technology solutions.
• Enhance Retention & Growth: Lead renewals in your book of business, identifying expansion opportunities, mitigating churn risks and working cross-functionally to deepen product engagement.
• Improve Process & Playbook Development: Refine and scale customer success playbooks, frameworks and collateral to support GovConnex’s continued growth.
• Bring the ‘Voice of the Customer’ Internally: Articulate and amplify challenges an opportunities for customer value, process improvement and feature prioritisation.

What We’re Looking For:

• 2-4 years in Customer Success, Account Management, or a related role at a SaaS or technology company
• Exceptional communication and collaboration skills, with the ability to effortlessly set and manage expectations with customers and cross-functional teams.
• Adept at handling and prioritising the needs of a large book of business (95+ Customers), effectively. Ensuring no customer falls through the cracks.
• Self-starter with a bias for action, and a record for getting results. Comfortable navigating fast-paced and ambiguous environments found in start-ups.
• Familiarity with Australian political or government relations sectors (Desirable, but not required)

At GovConnex, we value curiosity, ambition, and a commitment to learning. If you’re excited about this role but don’t meet every single requirement, we still encourage you to apply. We welcome people from all backgrounds who are eager to grow and contribute.

Why Join Us:

This role is an exciting opportunity to significantly impact our customer success function as we continue our growth trajectory, offering the right candidate a chance to shape critical processes as they progress in their career.