Senior Manager, Customer Automation Job at PEXA UK (Melbourne)

Senior Customer Success Manager - West

The Senior Customer Success Manager role will play a critical part in the exciti...

Location

United States

Salary:

150000.00 - 170000.00 USD / Year

Tines

Expiration Date

Until further notice

Requirements

8 or more years of experience in a technical account management, customer success, or post-sales role at a technology company
Experience with a SaaS solutions offering for technical teams (cybersecurity, DevOps, IT, other)
Experience asking questions to uncover problems, locate new opportunities, and translate technical requirements to internal teams and partners
Knowledge of how to solve complex problems by utilizing internal resources and when to engage management or leadership

Job Responsibility

Effectively aligning with customer stakeholders in Tines’ higher-spend and more strategic/enterprise set of accounts accounts to ensure stakeholder alignment and value is being delivered along the customer journey - from onboarding through renewal
In conjunction with a Customer Success Engineer (technical resource), orchestrating a first-class onboarding experience to ensure customer use cases are delivered in the specified timeline and customer users have the knowledge and skills they need to build and automate in the platform
Reviewing account dashboards, metrics, log-ins, and use cases to determine the health of the customer
Identifying issues that impact customers and/or challenges in the business and is able to provide thought leadership in finding a customer solution, and to provide recommendations to streamline existing process through automation
Coordinating onboarding and business reviews to evaluate and review performance, align with customer priorities, drive a automation plan/roadmap, and locate new opportunities to promote usage & expansion within existing and new teams
Partnering with internal teams to build success plans and account plans, align customer needs with use cases to increase platform usage/adoption/features, and present outcomes to executive stakeholders: VP / C-Suite level alignment
Proactively identifying risks to the customer achieving their stated goals, and working with the CSE / PM teams and CS leadership to develop and drive a comprehensive risk mitigation plan
Developing and driving a renewal plan and delivering a strategic message to customer users/analysts, management, and the C-Suite on the value of Tines and strategic recommendations for the account
Translating technical customer needs to internal technical teams and delivering feedback to the Product team on new feature requests and enhancements to shape and improve the platform

What we offer

Competitive salary
Startup equity & extended exercise window
Matching retirement plans
Home office setup
Private healthcare plans
25 days annual leave
Extra company holidays
Generous parental leave programs
Flexibility in how and where you work
Phone and home Internet allowance

Fulltime

Senior Customer Experience Manager

We are seeking a Senior Customer Experience Manager to lead initiatives that enh...

Location

Poland , Warsaw

Salary:

Not provided

Stuart

Expiration Date

Until further notice

Requirements

Proven experience in Customer Experience, BPO Operations, or Process Improvement roles
Strong expertise in process mapping, workflow design, and identifying opportunities for automation
Hands-on experience using automation, chatbot, or customer engagement platforms such as Intercom or similar tools
Proficiency with data visualisation tools, ideally Superset (or Power BI, Looker, Tableau)
Strong analytical mindset and ability to translate data insights into operational strategies
Understanding of AI and automation concepts, including distinctions between Machine Learning and Generative AI (e.g. be able to explain prompt management, context windows, retrieval augmented generation)
Demonstrated project management and cross-functional collaboration experience
Fluency in English (spoken and written) is required
SQL or equivalent data query experience is a plus

Job Responsibility

Conduct deep-dive analyses into client and courier experience data to identify patterns, pain points, and improvement opportunities
Design, document, and optimise workflows and process maps to enhance service delivery and operational performance
Partner with the Automation team to develop and implement automation initiatives, including chatbot design and workflow automation
Build and maintain reporting dashboards in Superset (or similar BI tools) to track CX and operational performance
Assess and communicate the impact of automation on key experience metrics such as Contact Rate, CSAT, and Cost
Collaborate with Product, Data, and Operations teams to create data-driven solutions that simplify the customer journey
Champion the use of automation and engagement tools (e.g., Intercom, Zendesk or similar) to deliver efficient and personalised support experiences

What we offer

Meal Vouchers (40zł daily)
Stuart Academy, offering a wide range of upskilling and development opportunities
Wellness Allowance with our partner Juno 171 zł / month
Private healthcare provided by Luxmed
Work-from-Abroad policy (enjoy 30 days per year working from anywhere!)

Fulltime

Senior Customer Success Manager

With very limited direction, the Senior Customer Success Manager delivers post-s...

Location

United States , Los Angeles

Salary:

119000.00 - 149000.00 USD / Year

BlackLine

Expiration Date

Until further notice

Requirements

Bachelor's degree in Accounting, Economics or Business Administration Master of Business Administration or equivalent
6 Years Customer facing experience (internal or external)
Demonstrate natural strong presentation skills natural comfortable passion for presenting
Ability to deal with changing priorities and high-pressure situations with poise diplomacy and tact
Highly process-oriented mindset, with a love of telling stories with data
Prioritization and time management skills
Strong verbal and written professional communication
Updated knowledge of current accounting practices and changes in the industry
Strong interpersonal and consultative skills and proven results building relationships working as a Trusted Advisor to drive business value for customers.

Job Responsibility

Deliver on Customer Success program strategy specifically associated with BlackLine onboarded customer as it relates to assigned customers
Track, validate, and provide feedback to AM team to ensure the customer moves through the entire BlackLine journey after initial contract implementation
Deliver actionable advice, coaching and expertise regarding the features and usage of BlackLine's solutions to increase product adoption and to assist the Account Management team in license expansion
Expertly educate clients on existing and new product features and functionality, and how it can contribute to their business objectives
Perform Success Planning activities (Business Reviews, Success Reviews and Success Path creation) for onboarded clients to ensure BlackLine understands their corporate goals and objectives and the client understands their usage and the path forward to gain more efficiency with the solutions
Continually communicate BlackLine value to customer through the entire customer journey
Work as a team with sales executives and other departments on account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk
Perform effective, Success Reviews, Business Reviews, Success Reviews, customer advocacy activities, solution coaching and other adoption deliverables via webcasts, teleconferences and/or onsite visits
Address assigned client activities' impact on BlackLine and provide best practices. Includes, but not limited to organizational changes, global rollout, and ERP changes. Ensure ERP changes that result in risk of churn or attrition is document
Keep current on all BlackLine solutions, including detailed product functionality and its proper use

What we offer

short-term and long-term incentive programs
robust offering of benefit and wellness plans

Fulltime

Senior Customer Success Manager

With very limited direction, the Senior Customer Success Manager delivers post-s...

Location

United States , Washington

Salary:

112000.00 - 140000.00 USD / Year

BlackLine

Expiration Date

Until further notice

Requirements

Bachelor's degree in Accounting, Economics or Business Administration Master of Business Administration or equivalent
6 Years Customer facing experience (internal or external)
Demonstrate natural strong presentation skills natural comfortable passion for presenting
Ability to deal with changing priorities and high-pressure situations with poise diplomacy and tact
Highly process-oriented mindset, with a love of telling stories with data
Prioritization and time management skills
Strong verbal and written professional communication
Updated knowledge of current accounting practices and changes in the industry
Strong interpersonal and consultative skills and proven results building relationships working as a Trusted Advisor to drive business value for customers.

Job Responsibility

Deliver on Customer Success program strategy specifically associated with BlackLine onboarded customer as it relates to assigned customers
Track, validate, and provide feedback to AM team to ensure the customer moves through the entire BlackLine journey after initial contract implementation
Deliver actionable advice, coaching and expertise regarding the features and usage of BlackLine's solutions to increase product adoption and to assist the Account Management team in license expansion
Expertly educate clients on existing and new product features and functionality, and how it can contribute to their business objectives
Perform Success Planning activities (Business Reviews, Success Reviews and Success Path creation) for onboarded clients to ensure BlackLine understands their corporate goals and objectives and the client understands their usage and the path forward to gain more efficiency with the solutions
Continually communicate BlackLine value to customer through the entire customer journey
Work as a team with sales executives and other departments on account planning focused on account expansion, reduction of license and product adoption whitespace, increased customer sentiment, and reduced churn risk
Perform effective, Success Reviews, Business Reviews, Success Reviews, customer advocacy activities, solution coaching and other adoption deliverables via webcasts, teleconferences and/or onsite visits
Address assigned client activities' impact on BlackLine and provide best practices
Keep current on all BlackLine solutions, including detailed product functionality and its proper use

What we offer

short-term and long-term incentive programs, based on eligibility, along with a robust offering of benefit and wellness plans

Fulltime

Senior Customer Success Manager

Fortune 500 clients and government agencies trust eGain AI knowledge solution to...

Location

United States , Sunnyvale

Salary:

140000.00 USD / Year

eGain

Expiration Date

Until further notice

Requirements

Proven track record in customer success, account management, or consulting roles with enterprise B2B SaaS clients
Deep understanding of AI, automation, and the enterprise technology landscape
Proven ability to manage complex stakeholder relationships
Comfortable presenting business reviews to VPs and C-level executives

Job Responsibility

Own the success of a portfolio of strategic enterprise accounts from onboarding through renewal and expansion
Build trusted advisor relationships with senior business and IT stakeholders
Translate their AI strategies into knowledge management roadmaps that deliver measurable ROI
Drive product adoption and identify expansion opportunities
Transform satisfied customers into vocal advocates and case study partners

What we offer

Stock options

Fulltime

Senior Manager of Customer Success

We’re looking for a strategic and results-driven Senior Manager of Customer Succ...

Location

United States; Canada , Austin; Raleigh; Nashville; Toronto

Salary:

174000.00 - 248000.00 USD / Year

CaptivateIQ

Expiration Date

Until further notice

Requirements

8+ years in customer success, account management, or client-facing roles within a SaaS environment
At least 5+ years managing a team of CSMs or similar roles, ideally in scaled/pooled models serving SMB or Mid-Market customers
Proven success leading tech-touch and digital CS programs
Experience with ChurnZero or similar CSPs strongly preferred
Demonstrated ability to drive outcomes and efficiency across large customer portfolios (50–200 accounts per CSM)
Skilled in building and operationalizing lifecycle journeys, automations, and health scoring systems
Strong data literacy and experience using CS KPIs (retention, expansion, product adoption, NPS) to drive team and program performance
Proven track record of developing strong customer relationships and driving customer engagement with a complex SaaS product
Ability to lead with empathy, provide effective coaching, and motivate a team to exceed goals while fostering a collaborative team culture
Exceptional communicator who can influence cross-functionally, articulate a value story tied to business results, and inspire customer-centric behavior at all levels

Job Responsibility

Design and optimize scalable playbooks across all lifecycle phases—onboarding, adoption, renewal, and expansion—to ensure consistent, high-impact engagement
Identify segment-level trends and drive scalable operational improvements across the Commercial CS motion
Lead the evolution of our digital-led CS motion, leveraging tech-touch, lifecycle automation, and platforms like ChurnZero to drive personalized, proactive customer interactions
Leverage customer data (adoption, engagement) to infer early indicators of risk or growth potential
Develop playbooks to successfully drive customers through the value journey in 1:many and low touch models
Create multi-threaded customer relationships in a 1:many model
Partner cross-functionally with Operations and Professional Services to improve the scaled customer journey
Provide structured customer feedback to influence product direction and go-to-market alignment
Own the weekly renewal pipeline, empowering CSMs to proactively manage upcoming contracts, mitigate risk, and maximize retention and expansion outcomes
Monitor key customer success metrics - including adoption, retention, expansion, and churn risk signals - and implement strategies to improve outcomes and operational efficiency

What we offer

100% of medical, dental, and vision covered including 75% for dependents
Flexible vacation days and quarterly mental health days so you can recharge
Enjoy a one-time expense on your 1-year work anniversary (to use for travel, home furnishings, fancy meal)
Annual stipends for professional development and caretaking
401k plan to participate in and save towards the future
Newest Apple products to help you do your best work
Employee Resource Groups (ERGs) to support and celebrate the shared identities and life experiences of communities within CaptivateIQ

Fulltime

Senior Program Manager - Customer Education

Join Airtable as a Senior Program Manager, Customer Education, and play a pivota...

Location

United States

Salary:

133000.00 - 191600.00 USD / Year

Airtable

Expiration Date

Until further notice

Requirements

5+ years of experience in content creation, curriculum development, and instructional design, preferably in the tech industry (SaaS and AI experience strongly preferred)
Proven expertise in developing both instructor-led and on-demand e-learning content, with proficiency in e-learning authoring tools, LMS platforms, and multimedia editing software
Strong technical proficiency with Airtable and AI-supported processes, including prompt engineering and building educational content for technical audiences
Excellent verbal and written communication skills, with the ability to convey complex technical concepts clearly and engage diverse audiences
Demonstrated ability to collaborate effectively with cross-functional teams and subject matter experts, and to present to executive stakeholders
Highly adaptable, able to thrive in a fast-paced environment and manage multiple projects simultaneously with a bias for action
Strong analytical skills, with experience using data to measure and improve program effectiveness and tie outcomes to business impact
Creative thinker and innovator, passionate about experimenting with new instructional approaches and technologies to enhance learning experiences

Job Responsibility

Design and develop engaging educational content on AI, including both tool-agnostic and Airtable-specific topics, for a variety of learning formats (self-paced courses, live trainings, workshops, and more)
Lead the end-to-end management and continuous improvement of our cohort-style bootcamp programs, iterating on curriculum and delivery to drive successful AI app deployment
Build and maintain a comprehensive catalog of self-paced, on-demand courses and certifications, supporting distinct learning journeys for different user personas
Standardize and automate operational workflows for scalable program delivery, including cross-functional collaboration and cohort management
Analyze program performance using leading and lagging indicators, and use data-driven insights to optimize educational impact
Collaborate closely with subject matter experts, product, and marketing teams to ensure content accuracy and alignment with business goals
Experiment with new instructional methods and technologies to create innovative, engaging learning experiences

What we offer

Benefits
Restricted stock units
Incentive compensation

Fulltime

Senior Group Product Manager - Automation

As a Senior Group Product Manager, you’ll own the strategy and execution for Atl...

Location

Australia , Sydney

Salary:

Not provided

Atlassian

Expiration Date

Until further notice

Requirements

15+ years in product management, with 5+ years of people management experience with leadership and development of managers and ICs
Experience building large-scale Platforms, working in the B2B SaaS space serving Enterprise customers
Ideally but not necessary around Automation
A track record for defining and executing Platform strategies that create business and customer value
Ability to quantitatively and qualitatively understand complex problems, prioritize business and customer needs
Excel in an environment where the topics and tasks are varied and you have to move quickly and learn fast
A passion for raising the product craft bar and driving best practices throughout the company
Experience developing a multi-year strategy and roadmap, gaining buy-in to executive leadership, and rallying a cross-functional team
Success in developing, mentoring and growing other Product Managers
True customer obsession – you go out of your way to talk to customers and solve their problems

Job Responsibility

Develop product strategy across multiple teams on a multi-year time horizon considering technical execution, GTM tactics, and business upside
Align partner teams and senior leaders with your product strategy, while incorporating feedback and ultimately driving partner team commitment to your roadmap
Coach and mentor product managers to build their skills in systems thinking, strategic decision-making, and effective communication
Prioritize for the fastest path to high impact balancing the needs of our users with those of the business and clearly communicating the rationale behind your decisions
You embody the art and science of product management within the Global Experience team by setting the bar for “what good looks like”

What we offer

health coverage, paid volunteer days, wellness resources

Fulltime

Senior Manager, Customer Automation

PEXA UK

Location:
Australia , Melbourne

Category:
Customer Service

Contract Type:
Not provided

Salary:

Job Description:

Job Responsibility:

Requirements:

Additional Information:

Job Posted:
January 04, 2026

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