Mid-Market Customer Success Manager in Sydney

Position Overview

Iterable is an AI-native marketing platform, and our customers expect the people who advise them to move at the same pace as the technology.

As a Customer Success Manager, you'll own a portfolio of engaged Mid‑Market customers, acting as a strategic partner—not just a point of contact—to daily users and executive stakeholders alike.

We're looking for someone with a consulting mindset and systems thinking—able to see how a customer's technology, teams, and goals connect, diagnose the real problem, and build a rigorous case for change.

You'll work directly with C‑suite stakeholders, so you'll need to translate platform usage into business outcomes and show, in their terms, how the value Iterable creates connects directly to their growth.

One of our core values is growth mindset, and Iterable is a company where everyone can grow.

If this is a role that excites you, please apply as we value applicants for the skills they bring beyond a job description.

Responsibilities

• Proactively manage a book of mid‑market Iterable customers, with exposure into up‑market accounts.
• Build and hold strategic advisor relationships at every level of the account, including C‑suite and executive stakeholders.
• Connect platform usage directly to each customer's stated business goals, and build the ROI story in their language.
• Bring a consulting approach to account strategy.

Structure ambiguous problems, diagnose root cause rather than symptoms, and build the business case before recommending the solution.

• Identify and pursue expansion opportunities, partnering closely with your Customer Account Manager (CAM) on the commercial motion.
• Track shifts in the CRM, Mar Tech, and AI landscape and translate what's changing into concrete recommendations for your customers.
• Lead the customer engagement cadence, including structured check‑ins, success planning, relationship mapping, health checks, and onsite Executive Business Reviews.
• Represent the voice of the customer into our product team, and work cross‑functionally with Support and other teams to resolve issues fast.
• Proactively monitor account health signals and know when to trust them versus dig in yourself. Catch risk before the customer raises it, not after.
• Innovate on your ways of working to bring in agents, tools, and automations that develop your ability to become a strategic advisor.
• Judge your own success by what actually changed for the customer.
• What we’re looking for
• Must Have
• Experience owning a portfolio of B2B Saa S accounts with the goal of driving value, adoption, retention, and growth.
• A demonstrated consulting mindset: structured, hypothesis‑driven problem‑solving, and genuine comfort operating in ambiguity.
• Executive presence: a proven track record of engaging C‑suite stakeholders and translating platform value into business outcomes and ROI in their terms.
• Systems thinking. The ability to map how technology, process, and people interconnect, and design a strategy across that system.
• Ease and fluency with AI‑native products, and the ability to keep pace as the technology changes quickly—both what's emerging in the market and inside the business.
• A track record of proactively learning and adopting new tools into your own ways of working.
• Technical curiosity without needing to be an engineer.
• CRM or marketing‑technology industry expertise.
• Strong written and verbal communication, with the ability to present complex ideas simply, including to executives.
• Willingness to travel (up to ~25%) for onsite client meetings.
• Highly Valued
• Prior management consulting or marketing industry experience.
• Experience with data activation and automation tools.
• Practical, applied use of AI tools (e. g., Chat GPT, Claude, Gemini) in real work tasks.
• Familiarity with technologies like APIs, HTML, CSS, and Javascript.
• Fluency in Mandarin is valuable for our Asia‑based customer base, though not required.

Perks & Benefits

• Competitive salary & meaningful equity.
• General Allowance to be used to purchase private medical insurance, life insurance, and other supplementary benefit plans.
• Superannuation.
• 28 days of Annual Leave.
• Community Impact Days.
• Complete laptop workstation.

Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce.

Iterable does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender‑identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy.

Iterable also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

Pursuant to the San Francisco Fair Chance Ordinance and other similar state laws and local ordinances, and its internal policy, Iterable will also consider for employment qualified applicants with arrest and conviction records.

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