Senior Customer Success Manager (Enterprise)

About us 

VERSA AI is an innovative and fast-growing start-up in the Contact Centre automation space designing and deploying GenAI voice and chat agents. We’re on a mission to build and support the Contact Centre of the future, using the power of conversational AI to create natural, beautiful conversations between humans and machines. 

Our technology helps clients deliver exceptional customer experiences while simultaneously cutting costs and scaling efficiently. An Australian-founded business with a strong foothold in the US, we are expanding our operations and building out our teams on the ground in these critical markets. 

We are looking for passionate, entrepreneurial individuals who are eager to make a significant impact in a dynamic, fastmoving environment, and who want to shape how we deliver our platform and inform what we build next through real world implementations. 

About the Role 

We are looking for a Senior Customer Success Manager (Enterprise) to own and drive the success of our enterprise client relationships from post-sale through deployment, go-live, and long-term value realisation. This is not a passive account management role you will be embedded in complex, multi-stakeholder implementation programmes, acting as the strategic bridge between our clients and our internal technical and product teams. 

You will work in close partnership with VERSA’s Implementation Managers, who own the technical delivery of each programme. Your focus is the client relationship and strategic outcomes: ensuring stakeholders are aligned, informed, and confident, while the Implementation Manager drives hands-on execution. Together, you form the core client-facing team. 

This role is critical to our growth. You will be responsible for ensuring our clients realise the full value of their investment in VERSA AI building deep relationships, navigating enterprise complexity, and championing the voice of the customer internally. 

Who we are looking for 

1. Strong relationship management skills: ability to build trust and credibility with senior enterprise stakeholders across business, technical, and executive levels 
2. Excellent communication skills: able to translate complex technical concepts into clear, plain-language business updates for executive audiences 
3. Strategic thinking and commercial acumen: able to identify expansion and upsell opportunities within existing accounts, working closely with commercial stakeholders 
4. Programme coordination skills: capable of orchestrating cross-functional workstreams spanning infrastructure, cybersecurity, product, and engineering in partnership with the Implementation Manager 
5. Proactive risk management: skilled at identifying blockers and escalation paths before they become client-impacting issues 
6. Confident executive presence: comfortable running QBRs, cadence meetings, and executive briefings independently and with confidence 
7. Strong planning and organisational skills: able to build and drive customer success plans with clear milestones, KPIs, and accountability frameworks 
8. Process improvement mindset: keen to contribute to evolving CS playbooks, onboarding frameworks, and internal tooling as we scale 
9. High ownership mentality: thrives managing end-to-end client relationships and takes pride in delivering measurable outcomes 

Required Experience 

1. 4–7 years in a Customer Success, Technical Account Management, or Implementation role within a B2B SaaS, AI, or enterprise technology company 
2. Proven experience working across large enterprise clients through complex, multi-workstream implementations involving multiple business and technical stakeholders 
3. Track record of building strong client relationships at all levels, from project teams through to senior leaders, and driving measurable outcomes 
4. Comfortable operating in ambiguous, fast-moving environments, remaining flexible and responsive while ensuring appropriate rigour and process is maintained 
5. Technically curious with sufficient fluency to communicate effectively with Implementation and Engineering teams. You don’t need to code, but you can hold your own in conversations about API integrations, data flows, infrastructure concepts, and AI/ML fundamentals 
6. Experienced with project management and collaboration tools 

Bonuses 

1. Familiarity with AI agent or conversational AI deployments in large enterprise organisations 
2. Background in telco, financial services, or another regulated industry where enterprise complexity and compliance are part of the day-to-day 
3. Experience working within or alongside a contact centre environment, with an understanding of customer support operations, platforms, and workflows 
4. Exposure to a high-growth start-up environment where you’ve had to build processes as well as deliver outcomes 
5. Understanding of AI-powered customer engagement, predictive analytics, or customer health scoring methodologies