Senior Enterprise Customer Success Manager (AUS)

Job description

⭐️ Heads up! This role is based in-person at our office in sunny Brisbane, Australia. ⭐️ —————————— 🌎 About Askable Askable began in 2017 as an idea scribbled on a sticky note, born out of frustration with the clunky, outdated research processes we’d experienced firsthand. We saw a world full of great ideas bogged down by slow, unresponsive research methods. So, we set out to build a new way—one that makes quality research accessible to everyone, from Fortune 500s to startups hungry for insights. More than just a platform, Askable is a promise to unlock impact at scale. By providing seamless access to high-quality participants and Certified Askable Researchers, we enable teams to scale research on demand, deliver insights faster, and, ultimately, build things that matter. Now with offices in Brisbane, London, and Chicago, we’re bringing Askable’s research power to teams everywhere, so they can make smarter, user-driven decisions. —————————— 🦄 Our culture Our culture drives everything we do. We live it, breathe it, and work every day to make Askable a place where people can thrive. We believe work should be fulfilling, exciting, and meaningful. Here, you’re not just part of a team. You’re part of a community that cares about what they’re building and how they’re building it. In fact, we take culture so seriously that we wrote a book on it. Our Culture Book guides what we stand for, how we work, and the values that unite us - because nothing beats winning with a team you genuinely love working with. —————————— 💡 About the role At Askable, we don't believe Enterprise Success is just about retention. Great ES delivers exponential value over time. We're not here to simply keep clients, we're here to help them grow. And when our clients succeed, we succeed. As a Senior Enterprise Success Manager, you'll own some of our most complex and valuable client relationships. These are accounts with senior stakeholders and competing priorities; the quality of your thinking will directly impact outcomes. This role reports to the Head of Enterprise Success. —————————— 🛠 What You’ll Do Build and execute strategies to optimise and increase account usage : Listening, strategising and making recommendations are key to the way we build effective client relationships at Askable. Sit alongside your customers and help them create or refine a project to achieve the best outcome. Product Demonstrations and Custom Solutions : Deliver compelling demonstrations to new teams in existing accounts and create custom solutions tailored to unique customer needs. In-person Relationship Building : Conduct regular face-to-face customer meetings, including in Sydney & Melbourne as well as attend UX conferences and meet ups. Performance Tracking and Usage Optimisation : Monitor key account performance, develop strategies to optimise account usage and ensure customers are on the right trajectory for growth. You'll also: Guide your clients to shape and deliver research that drives real outcomes for their business and customers Get your clients hooked on Askable Tracks through building a continuous cadence of high-impact research Scope and plan projects in collaboration with clients , ensuring each one aligns with their objectives and supports insight-driven decision making Enable and equip stakeholders across research, product, design, and operations - from hands-on users to senior leaders - to succeed through continuous access to quality research and insights Collaborate with Askable's internal teams (Delivery, Fulfilment, Product, Sales) to ensure projects are delivered seamlessly and insights land with impact. —————————— 🦉 Experience You’ll Bring To hit the ground running you'll need 4+ years in a relationship-based, customer-facing role such as Customer Success Manager, Account Manager, Strategic Account Manager or similar, with a track record of growing accounts rather than just holding them. Ownership of a personal retention and utilisation number, and evidence you've hit it Experience running large, strategic accounts (e.g. $250k+ ARR or genuinely complex stakeholder maps) Proven progression in your career (e.g. promoted, took on the harder portfolio, led initiatives without the title) Real fluency with long renewal cycles, enterprise procurement and multi-threaded stakeholder dynamics Exposure to a high-growth or startup or scale-up environment where ambiguity, experimentation and ownership are part of the job Bonus points if you've turned an at-risk enterprise account around and can talk us through exactly how. —————————— 🚀 Skills & Attitude You’ll Bring Excellent verbal and written communication skills : to build and maintain authentic customer relationships and construct and present effective proposals Sales awareness: you’ll be familiar with KPIs and targets and know how to focus on needle-moving activities during campaigns Ability to quickly learn and understand our product solutions and features and keep up to date as our offerings evolve Collaboration : Your team will rely on you and, when needed, you’ll rely on them. This includes having the emotional maturity to give and receive constructive feedback to better the team as a whole. Independence & Curiosity : On the flip side, you’ll need to manage your own workflow, problem solve roadblocks, proactively ask questions and take responsibility for the goals you set. Growth Mindset: You’ll enjoy the idea of a stretch goal and always be looking for opportunities to improve yourself, your team and the business. Technological Proficiency : You’ll have the aptitude to learn and leverage technology (including Slack, Hubspot, Google Workspace) to perform as if we’re a much larger team —————————— 🙌 Perks and Benefits We'd love for you to be pumped about the role itself and believe that perks should just be the icing on the cake (not the driving factor for joining the team). Saying that, here are a few benefits to get you even more excited: Competitive Salary Bonuses for hitting & exceeding targets Your public transport (to and from the office) covered ‘Askable Days’ – a paid day off, every month (giving you a total of 7 weeks annual leave! 🥳) A healthy and delicious lunch, every day Plus more—we'll be happy to chat about all our other perks during the interview process! —————————— ☝🏼 Before you go... If you’re reading this and are excited but a little scared because you don’t think you have it all, research shows that some people (particularly women and those in minority groups) are less likely to apply to a job unless they meet every single criteria. At Askable, we’re committed to building diverse teams so we’d encourage you to apply even if your past experience doesn’t align perfectly with the requirements.