Ready to make a difference? Experian has evolved into a global tech company and leader in data and analytics. We're passionate about unlocking the power of data in order to transform lives and create opportunities for consumers, businesses and society. We're a constituent of the FTSE 30 and for more than 125 years we've helped economies and communities flourish – and we're not done.
Discover the Unexpected - Our 22k amazing employees in 30+ countries believe the possibilities for you, and the world, are growing. We're investing in the future, through new technologies, experienced people and innovation so we can help create a better tomorrow. To do this we employ 'big-thinkers' that share our purpose #uniquelyexperian
Job DescriptionMelbourne or Sydney | Hybrid
About the Role
We're looking for a Customer Success Manager to join our Go-To-Market (GTM) team in Australia and New Zealand.
In this client-facing role, you'll report to Head of Sales – Commercial Accounts and partner with a portfolio of customers after the sale. You'll help them achieve their goals and get maximum value from Experian's solutions. You'll build trusted relationships, support product adoption, identify growth opportunities, and help ensure customers have a positive and successful experience throughout their journey with Experian.
What You'll Do
- Develop strong, long-term relationships with key clients, being the primary post-sale contact and trusted advisor.
- Develop strategic success plans that align Experian's solutions to client goals, priorities, and business outcomes.
- Guide customer adoption and value realisation by helping clients expand their use of Experian's solutions across their organisation.
- Track product adoption, customer health, and success metrics, identifying opportunities to improve engagement and outcomes.
- Deliver business reviews and present insights, and success measures to senior stakeholders and executive audiences.
- Partner with clients to identify new use cases and opportunities for growth within existing accounts.
- Maintain focus on customer retention and expansion by recognising commercial opportunities and collaborating with Sales and Client Executive teams.
- Identify risks to customer satisfaction or renewal, working with our teams to develop mitigation plans.
- Support successful renewals by demonstrating value, outcomes achieved, and future opportunities.
- Collaborate across Sales, Product, Delivery, Support, Consulting, and Billing teams to ensure customers receive a seamless and consistent Experian experience.
What you'll bring
- 6+years experience in Customer Success, Account Management, Relationship Management, or another customer-facing role.
- 3+ years of experience working with enterprise software, SaaS, data, analytics, fintech, fraud, identity, credit, or related technology solutions.
- Experience conducting quarterly business reviews, detailing customers' adoption of and progress with the product, including the ability to engage senior leaders.
- Experience managing customer adoption, retention, renewals, or growth initiatives.
- A proactive and collaborative approach to problem-solving.
- Experience using CRM platforms such as Salesforce and productivity tools such as Microsoft Office.
- Interest in emerging technologies and AI-enabled tools.
Benefits/Perks:
- Novated Leasing & Salary Packaging
- Great compensation package and bonus / commission plan
- Core benefits including Experian shares discount and wellness program
- Flexible work environment, hybrid model
- Flexible time off including volunteer time off, personal leaves and paid holidays
- 17 weeks of Paid Parental Leave, family care leave and up to 5 days study leave
Our uniqueness is that we truly celebrate yours. Experian's culture and people are key differentiators. We take our people agenda very seriously and focus on what truly matters; DEI, work/life balance, development, authenticity, engagement, collaboration, wellness, reward & recognition, volunteering... the list goes on. Experian's strong people first approach is award winning; Great Place To Work™ in 24 countries, FORTUNE Best Companies to work and Glassdoor Best Places to Work (globally 4.4 Stars) to name a few. Check out Experian Life on social or our Careers Site to understand why.
Experian is proud to be an Equal Opportunity and Affirmative Action employer. Innovation is a critical part of Experian's DNA and practices, and our diverse workforce drives our success. Everyone can succeed at Experian and bring their whole self to work, irrespective of their gender, ethnicity, religion, colour, sexuality, physical ability or age. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.
#LI-Hybrid
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Experian Careers - Creating a better tomorrow together
Find out what its like to work for Experian by clicking here
Skills Required
- 6+ years of experience in Customer Success, Account Management, Relationship Management, or another customer-facing role
- 3+ years of experience working with enterprise software, SaaS, data, analytics, fintech, fraud, identity, credit, or related technology solutions
- Experience conducting quarterly business reviews and presenting product adoption and progress to senior leaders
- Experience managing customer adoption, retention, renewals, or growth initiatives
- Proactive and collaborative problem-solving approach
- Experience using CRM platforms such as Salesforce and productivity tools such as Microsoft Office
- Interest in emerging technologies and AI-enabled tools
Experian Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Experian and has not been reviewed or approved by Experian.
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Healthcare Strength — Medical and dental coverage is described as strong, with expanded mental health resources and telemedicine options. Coverage includes inclusive services such as gender transition and fertility support.
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Leave & Time Off Breadth — Time-off offerings are generous, including substantial PTO/vacation, paid holidays, and paid volunteer days with options to purchase additional leave. Parental leave is available for birth and non-birth parents alongside flexible working arrangements that support work-life balance.
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Retirement Support — Retirement programs include a 401(k) with company matching and contributory pension schemes in some regions. These elements complement base pay and bonuses to form a competitive total rewards package.
Experian Insights
What We Do
Experian unlocks the power of data to create opportunities for consumers, businesses and society. During life’s big moments – from buying a home or car, to sending a child to college, to growing a business exponentially by connecting it with new customers – we empower consumers and our clients to manage data with confidence so they can maximize every opportunity. We gather, analyse and process data in ways others can’t. We help individuals take financial control and access financial services, businesses make smarter decision and thrive, lenders lend more responsibly, and organizations prevent identity fraud and crime. For more than 125 years, we’ve helped consumers and clients prosper, and economies and communities flourish – and we’re not done. Our 20,600 people in 43 countries believe the possibilities for you, and our world, are growing. We’re investing in new technologies, talented people and innovation so we can help create a better tomorrow. About Experian: Bringing data to life requires creativity, passion, flexibility and expertise. We want you to share in our success. That's why we offer rewards that recognise great performance. Working in a culture of collaboration, achievement and respect we will give you the support and encouragement you need to develop your skills and talents and progress your career. Everyday our people bring enthusiasm, innovation and inspiration to work and if this sounds like you connect with us at Experian.
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