At a Glance
- Tasks: Own post-sale relationships and ensure customer success for enterprise accounts.
- Company: Join Preferred Media, Australia's leader in preserving vital media assets.
- Benefits: Competitive salary, bonus potential, and a purpose-driven work environment.
- Other info: Collaborative culture with opportunities to shape the future of Customer Success.
- Why this job: Make a lasting impact by protecting culture and history through innovative solutions.
- Qualifications: 5+ years in customer-facing roles with strong relationship skills.
The predicted salary is between 135000 - 165000 $ per year.
Protect what matters. Ensure customers realise lasting value from preservation, security, digitisation, and lifecycle solutions.
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
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
Enterprise Customer Success Manager in Sydney employer: Preferred Media
At Preferred Media, we pride ourselves on being an exceptional employer that values purpose-driven work and long-term impact. Our collaborative culture fosters teamwork across sales, product, engineering, and operations, ensuring that every employee contributes to meaningful outcomes for our customers. With competitive compensation packages and opportunities for professional growth, particularly in the dynamic field of customer success, we empower our team members to shape the future of preservation and digitisation solutions from our sustainable Sydney base.
