Senior Client Success Specialist, APAC
Department: Growth
Employment Type: Full Time
Location: Australia
Reporting To: Roghan McMahon
Compensation: AU$92,000 - AU$115,000 / year
Description
The Senior Client Success Specialist plays a pivotal role in delivering an exceptional client experience across the full lifecycle. Acting as a trusted advisor and primary point of contact, this role combines deep compliance knowledge with strong relationship management, cross-functional collaboration, and a passion for process improvement. The role sits at the intersection of client success, delivery, technology, and operational excellence.
This role is an exciting opportunity for an experienced Customer Success professional to take full ownership of a portfolio of GRC clients. As a self-led portfolio owner, you'll be responsible for the end-to-end retention and renewal lifecycle of your client base, and for retaining a book of renewal revenue through strong relationship management and proactive account health monitoring.
Balancing portfolio ownership and customer engagement, you'll help execute our Customer Success strategy across APAC, drive exceptional client outcomes, and play a key role in sustaining a high-performing, customer- centric culture.
Key Responsibilities
Customer Success Strategy & Portfolio Management
- In partnership with the Director of Customer Success and key delivery leaders, execute a Customer Success strategy for a designated portfolio of GRC clients across the EMEA region, with some crossover into APAC.
- Drive strategic initiatives focused on customer retention, growth, satisfaction, and long-term account health.
- Collaborate with Delivery, Audit, Sales, and Sales Engineering teams to strengthen customer engagement, improve service delivery outcomes, and identify expansion opportunities.
- Own full responsibility for retaining a book of renewal revenue within your portfolio, serving as the primary point of contact for strategic accounts and complex customer situations.
Client Onboarding & Audit Readiness
- Lead onboarding and kick-off calls for new and recurring clients across compliance frameworks including SOC 2, HIPAA, and GDPR.
- Identify readiness gaps during onboarding and provide structured guidance to prepare clients for audit fieldwork.
- Advise on audit scope, controls, and expectations throughout the readiness phase.
- Coordinate platform setup and compliance package configuration for recurring audits.
- Collaborate with audit delivery teams to ensure seamless handoffs into audit execution.
Renewals, Retention & Growth
- Own the full renewal lifecycle for your portfolio of GRC clients — including outreach, follow-ups, and proposal creation — with direct accountability for renewal revenue retention.
- Initiate recurring client engagements for subsequent audit periods.
- Handle expansion requests and scope changes in close coordination with Sales and Delivery teams.
- Provide actionable feedback on pricing and packaging informed by client experience and engagement insights.
Cross-Functional Collaboration & Systems
- Partner with Audit Delivery, Sales, Technology, and Operations teams to align on client needs and timelines.
- Collaborate with internal technology teams to maintain effective Salesforce and HubSpot integrations.
- Contribute to HubSpot pipeline development by building workflows and automations to streamline Customer Success and Audit Delivery processes.
- Support Salesforce governance, including required field enforcement, location-based automation, and MSP contact requirements.
- Engage with MSP partners and the Accounts team to facilitate shared client engagements and ensure billing and delivery alignment.
Internal Enablement & Knowledge Sharing
- Create training materials and host onboarding sessions for new team members covering workflows, proposals, pipelines, client onboarding, compliance frameworks, and platforms.
- Mentor peers and share best practices across tools, frameworks, and workflows.
- Act as a subject matter resource for the broader Customer Success team.
Skills, Knowledge and Expertise
- 3-5 years’ experience in a Customer Success, Account Management, or client-facing role, ideally (but not mandatorily) within a professional services, audit, or compliance environment.
- Demonstrated capability in self-leadership and portfolio ownership — managing a book of clients and a renewal revenue target autonomously, with minimal day-to-day oversight.
- Proficiency with CRM platforms, particularly Salesforce (opportunity management, automation, field configuration) and HubSpot (workflows, pipelines).
- Experience using proposal customer contracting and engagement tools, and project tracking tools.
- Excellent written and verbal communication skills, with the ability to manage multiple client
- relationships simultaneously.
- Proven ability to identify process gaps and drive improvements through documentation and structured playbooks.
- Collaborative mindset with experience working across Sales, Delivery, Technology, and Finance/Accounts teams.
- Working knowledge of compliance frameworks such as SOC 2, HIPAA, and GDPR preferred.
- Experience working with MSP partners or in a channel/partner management context preferred.
- Background in audit delivery, GRC, or information security preferred.
- Familiarity with creating training content and facilitating internal enablement sessions (e.g. Loom recordings, live workshops) preferred.
- Exposure to billing and revenue operations workflows preferred.
Compensation & Benefits
This role offers a competitive base salary along with a comprehensive benefits package. The anticipated salary ranges for this position are outlined below and are subject to change:
When determining compensation, we consider a variety of factors such as a candidate’s professional experience, skills, and qualifications. Please note that final offer amounts may vary from the ranges listed above and may be adjusted over time.
There are many reasons to join the Sensiba team: market-leading leave entitlements, competitive compensation, professional advancement opportunities, and above all — our people. If you're looking for an environment that offers you growth, success, and professionalism without compromising your family, passions, and life outside of work, apply today!
Sensiba has a robust offering of benefits, including:
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Market-Leading Annual Leave – We offer 30 days of Annual Leave (10 days above the Australian statutory requirement), plus an additional 5 days of paid leave for our firm's mid-year shutdown in July. You will also have access to personal/carer's leave, parental leave, and volunteer days.
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Salary Packaging & Novated Leasing – Minimise your taxable income and maximise your take-home pay through our novated leasing program for vehicles.
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Flexible & Remote Work – Enjoy the freedom of remote work with the option to connect in person. We provide WeWork subscriptions and access to local offices for team collaboration.
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Performance-Based Bonus – Recognition for your contributions through our annual discretionary bonus program.
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Professional Development – We invest in your future with tuition reimbursement, support for professional certifications (CA/CPA etc.), and structured mentorship.
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Tech of Your Choice – We offer your choice of a high-spec Mac or PC setup.
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Inclusive & Supportive Culture – DEI initiatives, employee resource groups, and comprehensive wellness programs.
— Sarah J.
·
Marketing Manager
★★★★★
Verified
