Client Success Manager (FTC)

About CES

Accelerating the transition to a circular economy

We are proud to be an active contributor in the circular economy through container deposit schemes (10c refund for eligible drink containers). We help our scheme partners to recycle close to 10 million drink containers every day, diverting them from landfill into the circular economy.

Our technology and services enable the circular lifecycle of drink containers. We have a large in-house software engineering team using modern technology stacks to develop and support our products. As well as a suite of SaaS products, our range of business services includes accounting, payments, brand & marketing, materials trading, HR, customer service and support.

CES was formed in 2017 as a joint venture between Lion and Coca-Cola Europacific Partners and has grown rapidly. We are headquartered in North Sydney, near public transport with beautiful harbour views. Our teams are passionate about our mission to ensure valuable materials are recycled and not wasted. We provide an inclusive culture, hybrid and flexible working and career development to bring the best out in our people.

Originally known as Container Exchange Services, we have rebranded to Circular Economy Systems to recognise our vision to be leaders in the transition to a circular economy.

About the role

This role is a fixed term contract covering maternity leave, expected to run for approximately 9-12 months.

At CES, Client Success is grounded in the idea that long-term client retention is earned through high-quality, reliable service that meets both client and business needs. Client Success Manager, is a critical role, responsible for managing CES’s full portfolio of client accounts from Onboarding to Renewal.

This role bridges strategic account management with day-to-day operational delivery. You’ll work closely with Product, Delivery and our Support teams, to ensure clients receive a consistent, high-quality experience across every interaction, while ensuring CES’s internal priorities, commercial boundaries, and capacity are respected.

You’ll be accountable for driving improvements across the client journey. This includes identifying gaps in aligned expectations, coordinating internal teams to resolve issues and ensuring outcomes are practical and sustainable for both client and CES.

In this role, the relationship is critical, but it is not the outcome - it’s the enabler. The true outcome is aligned delivery, improved service outcomes and long-term account health.

Key Deliverables

• Define and implement an efficient Account Management approach that enables you to spend more of your time on proactive initiatives. This involves:

  • Leveraging cross-functional teams to support you.

  • Getting ahead of client demand, by implementing efficient two-way feedback loops.

  • Implementing tiered account management so that your energy is aligned with commercial impact.

• Understand the levers that will help you to improve client satisfaction, so that you can effectively influence / advocate for change or prioritisation cross-functionally.

• Consolidate overall accountability for client management under this role, ensuring all CES client leads operate at a consistent standard and under a shared understanding of client priorities.

• Partner with Head of G&CS to develop and implement a client success strategy that drives client profitability and growth potential to CES.

• Actively support the Head of G&CS to define and implement a more effective support experience.

• Lead the development of Strategic Account Plans, partnering with relevant Leads. This planning phase is an opportunity to unpack client issues and opportunities, align client and CES priorities and drive process improvements that enhance service delivery.

• Monitor and track overall account health - including financial metrics (e.g. annual revenue, gross margin, cost to service), service metrics (e.g. SLA compliance, issue trends) and qualitative indicators (e.g. client sentiment, relationship strength).

• Own and track client issues, working across the business to ensure timely decision and resolution.

• Lead all formal client communication relating to business continuity events, incidents, change management, and organisational changes.

• Lead quarterly business review (QBRs) meetings with clients and CES Leads to surface client issues, track progress against commitments and align on priorities. Use these sessions to identify gaps, share updates and agree on targeted actions that improve the client experience.

• Lead an all-team monthly client WIP process. Setting clear expectations with the Client and Service Leads to run a professional and well-run agenda.

About you

• You have 10+ years’ experience in Account management or Client Engagement manager roles.

• Experience managing c-suite client relationships across multimillion-dollar accounts.

• You have superior verbal and written communication skills, including ability to create and present high quality client facing documents and presentation.

• You have managed relationships across strategic technology and software development projects.

• Ability to lead, manage and motivate stakeholders to meet client and CES objectives.

• Ability to manage multiple projects and work streams successfully whilst building and maintaining strong client relationships.

• You have a high attention to detail, ownership of your outcomes, and action orientated.

• You are comfortable with ambiguity and complex inter-dependencies.

• You are superior at managing stakeholders and navigating the politics of delivery engagements.

• You are passionate about enabling change, and can work with technical and non-technical people, have the capability to influence, and maintain high rates of stakeholder satisfaction with consistent communications to manage expectations.

• You have boundless energy, enthusiasm and a positive attitude with a desire to progress.

• Self-motivated and ability to motivate and lead others.

Our Values

• Scheme success is our success:
  Our mission is to accelerate recycling rates. We make decisions in the best interest of all schemes to maximise our impact for individuals, community, and the environment.

• Win as a Team:
  The whole is greater than the sum of its parts. Great things are achieved in teams that combine the right expertise and leadership.

• Make a Difference:
  Take initiative, take ownership. Openly communicate the outcome you want and go make it happen!

• Be Engaged:
  Reflect your passion in your work, no matter the task or challenge. Your engagement is a source of inspiration to your peers.

• Do the Right Thing:
  Do the right thing by others and the company, and the rest will follow. Seek win-win outcomes, listen, act inclusively, and always aim for better.