Client Success Manager

Responsibilities

• Manage a portfolio of strategic client accounts from onboarding through to renewal
• Develop and drive Strategic Account Plans that align client priorities with CES objectives
• Monitor account health, including service performance, commercial metrics, and client sentiment
• Lead Quarterly Business Reviews (QBRs) and ongoing client governance activities
• Identify risks, service gaps, and opportunities for improvement across the client journey
• Coordinate cross-functional teams to resolve client issues and deliver positive outcomes
• Act as the primary point of contact for important client communications, including incidents, change initiatives, and business updates
• Partner with internal stakeholders to improve service delivery, client satisfaction, and retention
• Support the development of a scalable Client Success approach that balances client needs with commercial outcomes and business priorities

Requirements

• 6+ years' experience in Client Success, Account Management, or Client Engagement roles, managing complex client portfolios and strategic accounts
• Experience managing senior stakeholder and C-suite client relationships
• Background working within SaaS, technology, consulting, systems implementation, or agency environments
• Strong commercial awareness with the ability to balance client needs and business outcomes
• Experience managing strategic technology or software-related engagements
• Excellent communication, stakeholder management, and presentation skills
• Comfortable working across multiple priorities and navigating complex environments
• Proactive, organised, and highly accountable, with strong attention to detail

Preferred

Experience managing multimillion-dollar client accounts

• Experience leading client governance forums and executive-level reviews
• Exposure to managed services, software delivery, or technology-enabled services environments

About the role

At CES, we believe long-term client success is built on consistently delivering high-quality service that creates value for both our clients and our business. As Client Success Manager, you'll own our portfolio of strategic client relationships from onboarding through to renewal, ensuring strong account health, client satisfaction, and long-term retention.

This role sits at the intersection of account management, service delivery, and commercial outcomes. You'll work closely with teams across Service Centre, Product, and Delivery to ensure clients receive a consistent experience, issues are proactively managed, and expectations remain aligned.

You'll drive improvements across the end-to-end client journey, identifying opportunities, managing risks, and bringing the right people together to solve problems. Success isn't measured by relationships alone, but by delivering meaningful outcomes, improving service performance, and creating long-term value for both clients and CES.

Key Deliverables

About you

Able to influence, build trust, and drive action across both technical and non-technical stakeholders

Scheme success is our success

Our mission is to accelerate recycling rates. We make decisions in the best interest of all schemes to maximise our impact for individuals, community, and the environment.

Win as a Team

The whole is greater than the sum of its parts. Great things are achieved in teams that combine the right expertise and leadership.

Make a Difference

Take initiative, take ownership. Openly communicate the outcome you want and go make it happen!

Be Engaged

Reflect your passion in your work, no matter the task or challenge. Your engagement is a source of inspiration to your peers.

Do the Right Thing

Do the right thing by others and the company, and the rest will follow. Seek win-win outcomes, listen, act inclusively, and always aim for better.