Executive Customer Success Manager - Australia (Remote)

About Maropost

Maropost is a global SaaS technology company delivering unified commerce, marketing and customer engagement solutions to thousands of businesses worldwide.

Our technology empowers B2B, B2C, retail and multi-channel businesses to connect with customers, streamline operations and maximise revenue. From ecommerce platforms, POS terminals and marketplace integrations to inventory, order management, marketing automation and customer engagement, our solutions bring business operations together through one connected ecosystem.

We are on a mission to build the most technically advanced marketing and commerce platform in the world, supported by exceptional customer experience, service and support.

At Maropost, we are customer-obsessed, move with extreme urgency, strive for excellence, and take a resourceful approach to everything we do.

The Opportunity

We are seeking a commercially minded Executive Customer Success Manager (ECSM) to manage and grow relationships with Maropost's highest-value enterprise customers.

This senior role owns the end-to-end customer relationship, driving retention, revenue growth and long-term value.

Acting as a trusted advisor to senior executives, you will understand customer objectives and ensure Maropost's technology delivers measurable business outcomes.

You will develop strategic account plans, lead executive business reviews, drive product adoption, identify growth opportunities and manage complex escalations.

Working across Sales, Product, Support, Onboarding and Leadership, you will champion customer needs and ensure Maropost delivers on its commitments.

Your ultimate responsibility is to ensure our most valuable customers remain successful, engaged, retained, and continue to grow with Maropost.

What You'll Be Responsible For

1. Executive Relationship Management & Strategic Account Ownership

• Own and develop a portfolio of Maropost's highest-value strategic and enterprise accounts.
• Build trusted relationships with C-suite executives, business owners and senior decision-makers.
• Understand customer business strategies, commercial objectives and growth plans.
• Act as a strategic business partner, maintaining executive engagement and relationships across key customer stakeholders.

2. Customer Retention & Revenue Protection

• Own customer retention, renewal outcomes and recurring revenue protection across your portfolio.
• Proactively identify dissatisfaction, adoption gaps and commercial risks.
• Develop and execute retention and recovery plans for at-risk customers.
• Lead complex escalations, coordinating internal teams to resolve issues and restore customer confidence.
• Maintain visibility of renewals, contract risks and customer sentiment, escalating strategic risks where required.

3. Commercial Growth & Revenue Expansion

• Identify and drive cross-selling, upselling and product expansion opportunities.
• Develop growth strategies aligned with customer objectives and Maropost's revenue targets.
• Identify opportunities across Maropost's Commerce, Retail, Marketing, Merchandising and Service Cloud solutions.
• Partner with Sales and Commercial teams on proposals, negotiations and strategic contract extensions.
• Own an accurate pipeline of renewal, expansion and growth opportunities, balancing customer value with revenue objectives.

4. Strategic Account Planning & Business Reviews

• Develop and maintain strategic account plans and measurable customer success plans.
• Lead regular Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs).
• Review product adoption, customer performance, commercial outcomes and future opportunities.
• Identify opportunities to improve operational efficiency, maximise technology investment and support customer growth.

5. Product Adoption & Customer Value

• Drive adoption and utilisation of Maropost's platform and broader product ecosystem.
• Understand customer workflows and identify opportunities to improve technology usage and business outcomes.
• Partner with Product and Technical teams to address capability gaps, share feedback and introduce relevant solutions.
• Ensure customers realise the full value of their Maropost investment.

6. Cross-Functional Leadership & Customer Advocacy

• Act as the senior internal advocate for strategic customers.
• Coordinate Support, Product, Engineering, Onboarding, Sales and Leadership teams to deliver consistent customer outcomes.
• Own complex escalations, driving accountability, communication and resolution.
• Represent the voice of the customer in product planning, service improvements and business decisions.

What You'll Bring to Maropost

We're looking for someone who combines executive presence, commercial acumen, strategic thinking and a genuine passion for customer success.

Experience & Background

• 5+ years' experience in Customer Success, Strategic Account Management or Enterprise Account Management.
• Proven track record managing enterprise accounts, retaining customers and growing revenue.
• Experience engaging senior executives and managing complex commercial relationships.
• Strong understanding of SaaS, recurring revenue and account management.
• Ecommerce, retail technology or enterprise SaaS experience highly desirable.

Commercial & Strategic Capability

• Strong commercial acumen, negotiation skills and ability to identify growth opportunities.
• Experience developing strategic account plans and driving customer growth.
• Ability to align technology solutions with customer business objectives.

Leadership & Relationship Management

• Exceptional communication and presentation skills.
• Ability to build executive relationships, influence stakeholders and resolve complex issues.
• Proven ability to lead cross-functional teams and drive accountability.
• Highly organised and effective at managing competing priorities.

Personal Attributes

• Customer-focused with strong ownership and accountability.
• Commercially driven, resilient and results-oriented.
• Strategic, adaptable and comfortable in a fast-paced SaaS environment.
• Passionate about technology and continuous improvement.

Location & Working Rights

Applicants must currently reside in Victoria, New South Wales or Queensland and hold unlimited, ongoing Australian working rights.

How Success Will Be Measured

The Executive Customer Success Manager will be measured on both customer outcomes and commercial performance.

Key performance indicators will include:

• Customer Retention: Achieve strong gross revenue retention (GRR) and minimise preventable customer churn.
• Net Revenue Retention: Drive account expansion and protect existing recurring revenue.
• Renewals & Contract Growth: Deliver successful contract renewals, extensions and multi-year agreements.
• Revenue Expansion: Achieve cross-sell, upsell and incremental MRR/ARR targets.
• Executive Engagement: Maintain strong executive relationships and consistent strategic engagement across Tier 1 and Tier 2 accounts.
• Product Adoption: Increase adoption and utilisation of Maropost's broader product ecosystem.
• Strategic Account Planning: Maintain current, measurable, and actionable account plans for all assigned strategic customers.
• Customer Advocacy: Improve customer sentiment, engagement and willingness to advocate for Maropost.
• Escalation Management: Proactively manage customer risks and drive timely resolution of critical escalations.

What's In It For You?

• Opportunity to manage and influence relationships with some of Maropost's largest and most strategic customers.
• A senior role with direct exposure to leadership and commercial decision-making.
• The opportunity to influence customer strategy, product adoption and business growth.
• Competitive base salary plus performance-based commission.
• Collaborative, high-performing team culture.
• Opportunity to develop your career within a growing global SaaS technology business.

Join Maropost and help shape the future of customer success, enterprise relationships and technology-led business growth.