Senior Customer Success Manager

BaseUp | Sydney | $160k + perks (based on experience) At BaseUp, we're redefining how commercial landlords and enterprise organisations manage parking across their portfolios. We partner with some of Australia's largest property owners and enterprise clients to deliver seamless, technology-led parking experiences. We're solving real, everyday problems with a product that genuinely works—and customers feel the impact from day one. As we continue to grow, we're looking for a Senior Customer Success Manager to take ownership of our key customers and play a pivotal role in their long-term success. About the Role This is a senior, customer-facing role designed for someone who can confidently lead key accounts from initial rollout through to long-term success. You will be the partner and point of accountability for key customers—overseeing end-to-end implementation, building relationships, and ensuring every deployment and ongoing engagement delivers measurable value. This role blends enterprise customer success, account management, project management, and strategic advisory. You'll guide customers through project launches, manage cross-functional delivery, anticipate risks, and help customers realise the full commercial and operational impact of BaseUp. What you'll do Own end-to-end customer rollouts, partnering with internal teams and client stakeholders — from operations through to executives. Build and expand client relationships, becoming a trusted advisor to property and enterprise teams. Own ongoing customer success—driving adoption, retention and upsell through structured success plans, regular stakeholder touchpoints, and strategic product and expansion recommendations. Drive successful renewals by identifying churn risks, engaging the right internal and client stakeholders, and partnering with growth to secure on-time renewals while protecting or growing account revenue. Partner with support when necessary to resolve critical customer challenges, connect the dots across the business, and advocate for customer needs — knowing when to escal… Document processes, insights, and account plans to keep the wider business aligned and customer outcomes consistent. This role reports directly to the Head of Growth and is measured by customer satisfaction, retention, upsell, and successful delivery of key rollouts. About You You're a seasoned Customer Success leader who thrives on solving problems for key customers and enjoys being the person clients rely on. You bring 7+ years' experience managing enterprise customers within a B2B SaaS environment. A proven track record in customer retention, expansion / upsell, and stakeholder management. Strong project management skills, with experience running sophisticated, multi-phase deployments or change-management initiatives. Exceptional communication skills, with the ability to influence stakeholders, lead workshops, and craft polished customer-facing materials. A proactive, ownership-driven approach—able to zoom out to strategy while executing the details flawlessly. A collaborative working style that builds trust internally and externally. Experience in proptech, real estate, or working with commercial landlords and enterprise property teams would be a strong bonus. Why Join BaseUp? This is an opportunity to join a high-growth SaaS company at a pivotal moment—working directly with some of Australia's most prominent enterprise customers. We offer $160k+ based on experience. Six weeks of annual leave. Hybrid work, with a beautiful Sydney CBD office near Wynyard, plus WFH flexibility. Flexible Friday policy. Free gym membership and wellness perks. A fun, supportive, ambitious team that cares deeply about quality and impact. Real career progression as we scale nationally and internationally. At BaseUp, we're a team of high achievers who value ownership, collaboration, and delivering work we're proud of. If you're ready to step into a senior role with visibility, influence, and the opportunity to shape customer success at a rapidly scaling company, we'd love to meet you. #J-18808-Ljbffr