Customer Success Account Manager

About Zensai 

We’re Zensai, and we’re on a mission to transform the way people work and grow. 

As the only Human Success Platform built specifically for Microsoft 365 and Teams, Zensai helps organizations improve learning, performance, engagement, and AI readiness through a single integrated platform. Today, more than 2,000 organizations and millions of users across 60+ countries rely on Zensai to help employees grow, perform, and succeed at work. 

As we enter the next phase of growth, we’re strengthening our customer and revenue motion within our ANZ region, with a focus on helping existing customers realize more value, renew successfully, and grow with Zensai over time. This is an opportunity to join a company with strong momentum, a differentiated Microsoft-centric value proposition, and a clear path for growth. 

Why This Role Exists 

As a Customer Success Account Manager for ANZ at Zensai, you will own the customer relationship across adoption, value realization, renewal, retention, and account growth. This is a blended role that combines the trusted-advisor mindset of Customer Success, the commercial ownership of Account Management, and the discipline of a strong renewals motion. 

You will help customers get measurable value from Zensai, build strong relationships across stakeholder groups, identify risks and growth opportunities early, and guide accounts toward successful renewal and long-term expansion. You will be equally comfortable discussing customer outcomes, product adoption, business priorities, contract timing, renewal readiness, and commercial next steps. 

This role is especially important as we continue to grow in ANZ and build a more consistent, proactive approach to existing customer revenue. You will partner closely with Sales, Product, Marketing, Support, Customer and Technical Success, RevOps, and Finance to ensure customers have a seamless experience — from onboarding and adoption through renewal, expansion, and continued success. 

What You’ll Do 

• Own and manage a portfolio of ANZ customer accounts across the full post-sale lifecycle, including onboarding, adoption, engagement, renewal, retention, and expansion. 

• Build trusted relationships with customer stakeholders, including day-to-day users, champions, decision-makers, procurement, and executive sponsors where appropriate. 

• Lead regular customer check-ins, success conversations, and business reviews to understand customer goals, reinforce value, identify risks, and align Zensai to evolving business needs. 

• Drive strong product adoption and value realization by helping customers connect their use cases to Zensai’s Human Success Platform. 

• Own renewal readiness for your portfolio, including monitoring renewal timelines, confirming subscription details, identifying risk, preparing customers for renewal conversations, and driving on-time closure. 

• Lead commercial renewal conversations where appropriate, including pricing, term alignment, customer objections, paperwork follow-up, and coordination with internal stakeholders. 

• Identify and develop upsell, cross-sell, user-growth, and product-expansion opportunities by using customer insight, usage data, stakeholder discovery, and business impact conversations. 

• Maintain accurate account, contact, subscription, renewal, opportunity, and next-step information in CRM to support clean forecasting and strong internal visibility. 

• Use customer health signals, usage trends, support themes, stakeholder changes, and engagement patterns to proactively surface churn risk or expansion potential. 

• Partner with internal teams — including Product, Support, Technical Success, Marketing, RevOps, Finance, and Sales — to resolve issues, support customer outcomes, and improve the customer experience. 

• Act as the voice of the customer internally, sharing feedback, risks, product insights, and market themes that can help improve Zensai’s offering and customer journey. 

• Contribute to scalable customer success programs, including webinars, one-to-many engagement, playbooks, templates, and repeatable renewal or adoption motions. 

Typical Day in the Life: 

• A typical day might include reviewing customer health, renewal timelines, usage trends, support themes, and CRM updates to prioritize where your attention is most needed. 

• You may lead a customer success check-in or business review, helping stakeholders connect their goals to adoption progress, business outcomes, and next steps with Zensai. 

• You could follow up on an upcoming renewal by confirming subscription details, aligning internal stakeholders, preparing the customer for the conversation, and addressing commercial questions or objections. 

• You may work with internal teams to unblock a customer issue, coordinate an escalation, or keep an account moving toward a clear outcome. 

• You might identify an expansion opportunity by spotting increased usage, new stakeholder needs, broader business priorities, or customer interest in additional Zensai capabilities. 

• You will keep account records, renewal notes, opportunities, risks, and next steps current so internal teams have reliable visibility into customer status and forecast expectations. 

What Great Looks Like 

• You balance customer empathy with commercial confidence — helping customers succeed while protecting and growing recurring revenue. 

• You are proactive and organized, staying ahead of renewal dates, customer risks, stakeholder changes, and expansion signals. 

• You know how to lead value-based conversations that connect customer goals, adoption, product usage, and business impact. 

• You are comfortable navigating both success and commercial discussions, including renewals, pricing, terms, objections, escalations, and growth opportunities. 

• You build strong relationships across multiple customer personas and know how to multi-thread beyond a single champion. 

• You use data, CRM insights, customer feedback, and internal context to prioritize your time and make smart account decisions. 

• You collaborate well cross-functionally and bring the right internal partners into customer conversations at the right time. 

• You are calm, clear, and credible under pressure — especially when handling renewal risk, customer dissatisfaction, or commercial pushback. 

• You are accountable for follow-through and keep customers and internal teams aligned on clear next steps. 

• You bring a growth mindset and are excited to help shape a more scalable, consistent ANZ customer lifecycle motion. 

What You Bring 

Required Experience 

• 5+ years in B2B SaaS Customer Success, Account Management, Relationship Management, Renewals, or a similar customer-facing commercial role. 

• Proven ability to manage a customer portfolio with accountability for adoption, retention, renewals, and expansion. 

• Experience leading or supporting renewal conversations, including contract timing, pricing discussions, stakeholder follow-up, negotiation, and commercial risk management. 

• Strong commercial acumen, with the ability to identify upsell, cross-sell, user growth, and product expansion opportunities from customer conversations and usage insights. 

• Ability to translate customer goals, adoption patterns, and business challenges into clear success plans, account strategies, and renewal narratives. 

• Confidence working with CRM systems, renewal/opportunity records, customer health data, and forecasting inputs; Microsoft Dynamics 365 experience is a plus. 

• Strong relationship-building skills across customer stakeholders, including champions, business owners, procurement, senior leaders, and internal partners. 

• Excellent written and verbal communication skills, with the ability to simplify technical or commercial topics for different audiences. 

• Experience working with Microsoft 365, Teams, SharePoint, HR technology, learning, engagement, or performance solutions is a strong plus. 

• Proactive, accountable, and comfortable operating in a fast-paced environment where customer success, commercial ownership, and process discipline all matter. 

Why Join Zensai? 

• Join a category-defining company at a pivotal growth stage. 

• Represent a differentiated platform built for Microsoft 365 and Teams. 

• Play a meaningful role in shaping the ANZ customer lifecycle motion across adoption, renewal, retention, and growth. 

• Partner directly with experienced revenue and customer leaders committed to developing top performers. 

• Be part of a culture focused on Human Success, accountability, innovation, and growth. 

• Help shape the future of AI-enabled workforce development. 

Process

Apply in just a few minutes. You’ll answer a few role-specific questions plus one about what you need to do your best work. We review applications weekly and keep you updated throughout the process. Learn more about how we hire at Zensai here!

The benefits!

Work your way: We trust you to do your best work—wherever that happens. Home, office, or a mix. Early start or later mornings? You decide.

Learning: 10% of your working time is dedicated to development. Built in, not squeezed in.

Time off that lets you switch off: Enjoy 20 days of annual leave, plus 5 extra discretionary days on us each year, alongside public holidays and carers leave when life calls.

Family comes first: We offer 6 months paid parental leave for mothers and 4 months for fathers and co-parents—real support when it matters.

Super & security: We contribute 12% to your superannuation, helping you build long-term financial stability, plus workers compensation coverage.

Setup & connection: $1,000 AUD to get your home office right, plus weekly team lunches (or a monthly lunch if you’re remote) and regular social events.