Enterprise Customer Success Manager

Protect what matters. Ensure customers realise lasting value from preservation, security, digitisation, and lifecycle solutions.

Base: AUD $90k–$110k + super | Variable: 10–20% of base | Full-time | Sydney, NSW

• Lead high-value enterprise relationships where your insight shapes what we build next
• Join a mature, high-performing CS function ready for the right person to take the lead
• Purpose-driven work with lasting impact — protecting what can never be replaced

About us

Some things, once lost, can never be recovered.

At Preferred Media, we believe media and information assets are more than data carriers. They're culture, history, evidence, and memory — and once gone, they can't be replaced.

For over 40 years, we have helped government, enterprise, and cultural organisations preserve, digitise, secure, and manage vital assets across their entire lifecycle. From priceless archives to highly sensitive records, our mission is clear: remove the risk of loss, degradation, or inaccessibility before it becomes irreversible.

We're Australia's fastest and most sustainable archiving and warehousing solution — delivered from sovereign Australian facilities by our local team.

About the job

This is purpose-led customer partnership with real-world impact that outlasts all of us.

You'll own the post-sale relationship for a portfolio of medium to large enterprise accounts — from onboarding and adoption through to renewal and expansion. You'll operate as a trusted advisor, aligning customer stakeholders and internal teams around secure, compliant, long-term preservation outcomes.

You'll also help shape how Customer Success works at Preferred Media as the function grows.

In this role you'll:

• Own the post-sale lifecycle for a portfolio of enterprise accounts: onboarding, adoption, renewal, and expansion
• Lead onboarding and implementation, coordinating technical and operations teams to deliver on scope and timelines
• Build and maintain customer success plans aligned to governance, compliance, preservation, security, and information lifecycle objectives
• Identify and progress expansion opportunities where customers will benefit from additional capability
• Monitor customer health — proactively surface risks and close value gaps
• Run regular check-ins and business reviews, sharing insights, outcomes, and roadmap updates
• Partner with sales and leadership on renewals, contract changes, and strategic account planning
• Build repeatable CS rhythms — playbooks, QBRs, health scoring, and KPIs — as the function scales
• Be the voice of the customer: feed insights and requirements into product and delivery teams

Skills and experience

• 5+ years in a B2B customer-facing role: Customer Success, Account Management, or Implementation
• Experience supporting medium to large organisations in regulated or mission-critical environments (government, education, broadcasters, cultural institutions, NFP)
• Strong relationship skills across executive, operational, and technical stakeholders
• Proven capability across onboarding, adoption, renewals, and expansion motions
• Comfortable with technical concepts: storage and archiving, secure and air-gapped environments, digitisation and cataloguing, information lifecycle management
• Highly organised, proactive, and able to manage multiple customers and initiatives simultaneously

Benefits

• Purpose-driven work: What you protect genuinely matters — permanently
• Long-term impact: Multi-year customer outcomes, not transactional support
• Build with us: Help shape playbooks, tooling, and best practice as Customer Success scales
• Collaborative culture: Sales, product, engineering, and operations working as one team
• Sustainability: Our LTO-based solutions produce 97% less carbon than alternative technologies
• Competitive compensation: Base AUD $90k–$110k + super | Variable: 10–20% of base