National Customer Success and Account Manager

National Customer Success and Account Manager  

The National Customer Success and Account Manager owns the health, economic quality and strategic value of COPE’s existing customer base. 

The role is accountable for retention, customer experience, sentiment visibility, share-of-wallet growth and driving repricing, contract reset and margin recovery across the portfolio. 

The role exists to move account management from relationship-led to strategically and economically owned, ensuring customers are actively managed, regularly tested for health and never taken for granted by either side. 

Key Responsibilities: 

Portfolio Ownership, Relationship Coverage & Retention:  

• Own all live customers nationally through the account management structure.  

• Establish and maintain a clear customer relationship matrix for priority accounts, including decision-makers, influencers, operational contacts, commercial owners and risk points.  

• Protect retention through disciplined account ownership, structured review cadence and timely intervention.  

• Ensure customers are actively managed based on economic quality, relationship health and future value, not simply historical relationship depth. 

 Margin Recovery & Contract Reset:  

• Drive repricing and remediation where contracts, rates or service behaviour no longer reflect the economics COPE needs. 

• Identify scope creep, behavioural change and margin erosion early. 

• Ensure portfolio-level account management decisions include retention versus exit logic, not just customer advocacy. 

• Partner with Revenue Management and Finance to ensure repricing and remediation activity is commercially sound and governed. 

 Share-of-Wallet, Customer Health & Value Realisation:  

• Grow value within the existing base through additional services, volume expansion, cross-selling and upselling. 

• Track customer sentiment, engagement quality and account health indicators so risk and opportunity are visible before they surface as churn, escalation or margin pressure. 

 Customer Reviews, Experience & Cross-Functional Coordination:  

• Own end-to-end customer experience from a commercial and relationship standpoint. 

• Implement structured review cadence across priority accounts, including business reviews, relationship check-ins, issue-led intervention reviews, renewals and repricing conversations. 

About You: 

You'll bring the following skills and experience to the role: 

• Senior commercial, account management or customer success leadership capability. 

• Ability to lead difficult repricing, remediation and contract-reset conversations. 

• Strong commercial judgement and ability to manage a national portfolio economically, strategically and relationally. 

• Experience using structured customer reviews, relationship mapping and account health tracking to protect and grow value. 

Interested? Take the next steps: 

If you’re looking to take the step into this role at COPE, we encourage you to apply with your current resume outlining why you’re the ideal National Customer Success and Account Manager. 

For further information, please contact Rachel Callen, Talent Acquisition Manager, at rcallen@federalgroup.com.au