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Customer Success Manager - Australia (GLO05290)

Global Delivery
Melbourne
About Us
Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite. Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.

Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization.

Start your #CognitiveProcurement journey with us, as you are #MeantforMore

We Are An Equal Opportunity Employer:
Zycus is committed to providing equal opportunities in employment and creating an inclusive work environment. We do not discriminate against applicants on the basis of race, color, religion, gender, sexual orientation, national origin, age, disability, or any other legally protected characteristic. All hiring decisions will be based solely on qualifications, skills, and experience relevant to the job requirements.
Job Description
We are seeking an experienced Customer Success Manager enhance our customer success initiatives. The ideal candidate should have a strong background in Source-to-Pay (S2P) and procurement domain, with a proven track record of driving Renewals, Retention and revenue growth.
Job Overview :
The Customer Success Manager will be responsible for ensuring customers realize maximum value from our solutions, driving long-term satisfaction, retention, and revenue growth. This role is focused on building strong, outcome-driven relationships with customers, ensuring seamless onboarding, adoption, and continued engagement. A key focus will be on retaining high-value accounts by proactively identifying risks, addressing concerns, and aligning the product with the customer’s evolving business needs. You will also support the renewal process and work closely with Sales to identify upsell and cross-sell opportunities that align with customer goals. You will collaborate with internal stakeholders and serve as the primary point of contact for your accounts—bridging technical, strategic, and business communication to ensure customer success.
Key Responsibilities:
  • Customer Success Strategy: Develop and implement customer success strategies focused on improving NPS (Net Promoter Score), CSAT, and overall customer health to drive retention and growth.
  • Client Relationship Management: Build strong, long-term relationships with key stakeholders, ensuring customer satisfaction, loyalty, and sustained revenue growth.
  • Domain Expertise: Leverage deep knowledge of S2P/P2P and procurement processes to understand customer needs and deliver tailored solutions that enhance business value.
  • Cross-Functional Collaboration: Partner with Sales, Product, Implementation, and Support teams to ensure seamless customer experiences and identify cross-sell and upsell opportunities.
  • Customer Advocacy: Act as the voice of the customer, providing feedback to internal teams to influence product development and service improvements.
  • Metrics & Reporting: Define and track key customer success metrics, including NPS, CSAT, churn rate, adoption rates, and revenue growth from cross-sell and upsell activities.
  • Account Growth: Identify and execute strategies for cross-selling and upselling to expand account value, contributing directly to the company’s revenue goals.
Job Requirement
  • Experience: 5 –15 years of experience in customer success, account management, or consulting roles, preferably within SaaS organizations, with a strong focus on Source-to-Pay (S2P), Procure-to-Pay (P2P), or procurement technology domains.
  • Domain Expertise: Deep understanding of procurement processes and platforms such as GEP, Ivalua, SAP Ariba, Jaggaer, Coupa, or similar cloud procurement solutions. Prior experience working with enterprise-level procurement clients is a must.Apply deep understanding of procurement processes to guide customer adoption and ensure product fit.
  • Customer Relationship Management:
    Manage a portfolio of enterprise customers in the procurement/S2P space, building trusted relationships with key stakeholders and ensuring consistent, value-driven engagement.
  • Customer Retention:
    Monitor customer health scores and usage data to proactively address risks, drive adoption, and strengthen client satisfaction—ensuring long-term retention and minimal churn.
  • Renewals Management:
    Own the renewal process end-to-end, ensuring timely conversations, strong ROI demonstration, and strategic alignment to secure contract renewals.
  • Cross-Sell & Upsell Execution:
    Identify opportunities for expansion by understanding customer needs and aligning them with additional modules, products, or services. Collaborate with sales to execute expansion plans.
  • Customer Success Planning:
    Define and execute success plans for each account, with measurable goals tied to business outcomes, product utilization, and customer maturity levels.
  • Onboarding & Adoption:
    Ensure smooth post-implementation onboarding and drive early adoption through training, enablement, and ongoing support.
  • Customer Advocacy:
    Act as the customer’s internal advocate—ensuring their feedback is shared with Product and Support teams and driving improvements that enhance their experience.
  • Data-Driven Engagement:
    Leverage tools and dashboards to monitor metrics like NPS, CSAT, adoption, and utilization. Use insights to inform engagement strategies and account prioritization.
  • Collaboration:
    Work closely with internal stakeholders across Product, Support, Implementation, and Sales to deliver a cohesive customer experience and support growth opportunities.
  • Account Documentation:
    Maintain accurate records of customer interactions, health status, and renewal/expansion forecasts in CRM systems.
  • Travel (as needed):
    Willingness to travel occasionally for strategic account reviews, business reviews, or customer events.

 Why You Should Join Zycus
  1. Cloud Product Company: We are a Cloud SaaS Company and our products are created by using the latest technologies like ML and AI. Our UI is in Angular JS and we are developing our mobile apps using React.
  2. A Market Leader: Zycus is recognized by Gartner (world’s leading market research analyst) as a Leader in Procurement Software Suites.
  3. Move between Roles: We believe that change leads to growth and therefore we allow our employees to shift careers and move to different roles and functions within the organization
  4. Get a Global Exposure: You get to work and deal with our global customers.
  5. Create an Impact: Zycus gives you the environment to create an impact on the product and transform your ideas into reality. Even our junior engineers get the opportunity to work on different product features.
Zycus is a pioneer in Cognitive Procurement software and has been a trusted partner of choice for large global enterprises for two decades. Zycus has been consistently recognized by Gartner, Forrester, and other analysts for its Source to Pay integrated suite. 
Zycus powers its S2P software with the revolutionary Merlin AI Suite. Merlin AI takes over the tactical tasks and empowers procurement and AP officers to focus on strategic projects; offers data-driven actionable insights for quicker and smarter decisions, and its conversational AI offers a B2C type user-experience to the end-users.  
Zycus helps enterprises drive real savings, reduce risks, and boost compliance, and its seamless, intuitive, and easy-to-use user interface ensures high adoption and value across the organization. 

Start your #CognitiveProcurement journey with us, as you are #MeantforMore