Senior Customer Success Manager

• Remote within Australia
• Competitive salary up to AUD$160k salary + AUD$40k variable bonus + 12% super + equity

nPlan is a Series B construction technology company backed by leading investors including GV (formerly Google Ventures) and Demis Hassabis, founder of DeepMind. Our platform helps the world’s largest construction and infrastructure projects make faster, more confident, data-driven decisions.

By combining one of the world’s largest datasets of project plans with advanced machine learning, we help customers forecast outcomes, reduce risk, and fundamentally improve how major projects are planned and delivered.

We’re looking for a Senior Customer Success Manager to join our Commercial team in Australia, responsible for owning the engagement, success, retention, and growth of our key clients in the APAC region.

In this role, you will be accountable for ensuring customers consistently realise measurable value from nPlan. You’ll act as a trusted partner to client organisations, coordinating successful engagements, aligning stakeholders, and ensuring nPlan is embedded into everyday decision-making.

With an established portfolio of major APAC customers — including Chevron, Singapore’s Land Transport Authority, and Hong Kong’s Mass Transit Railway — your focus will be on long-term customer outcomes: driving adoption, renewals, and expansion across accounts.

You’ll operate with a high degree of autonomy while collaborating closely with internal teams to deliver results that matter.

This role is remote-first, with occasional travel within APAC (approximately 3–5 times per year) and limited international travel for team or customer meetings (1–2 times per year).

We’re excited to hear from people who are motivated by ownership, impact, and building lasting customer partnerships.

For this role, we’re looking for someone with:

• Experience working with customers in construction, infrastructure, or construction technology, including:
  • At least 2 years in project management, project controls, or construction management, or
  • 3+ years in construction technology or a related SaaS environment
• A strong understanding of planning and scheduling concepts, enabling credible conversations with project and leadership teams.
  Proven experience driving customer adoption, value realisation, and retention.
• Experience supporting or leading process and behaviour change, particularly where technology was central.
• Strong communication and stakeholder management skills, with confidence engaging from operational teams through to senior leaders.
  A highly organised, proactive approach, able to manage multiple strategic accounts effectively.
• Please include the word “crane” in your application.

We care more about potential and drive than perfection. If you’re excited by what we’re building, we want to hear from you.

This role exists to ensure our customers are successful with nPlan and choose to continue and expand their partnership with us.

• Strategic account ownership: Act as the primary owner for assigned customer accounts, setting success plans and managing the relationship across the full lifecycle.
• Value realisation: Understand customer objectives and ensure nPlan is delivering measurable outcomes, coordinating internally to address gaps or unlock additional value.
• Adoption and change management: Lead onboarding, ongoing engagement, and renewal activities to ensure strong adoption and long-term success.
• Retention and expansion: Identify opportunities to deepen relationships and expand usage of nPlan, working with internal teams to support account growth.
• Stakeholder partnership: Build trusted relationships across customer organisations, creating strong advocacy and alignment at multiple levels.
  

• Up to AUD$160k salary + variable bonus (up to AUD$40k). 12% superannuation + generous equity. When nPlan succeeds, so do you.
• Flexible hours, remote-first.
• Uncapped holiday, private medical insurance, personal learning and development budget, enhanced family and sick leave, and more.
• Room to grow — we’re approaching 50 people and scaling fast.
• Guided by our values: Learn from Everything. Be Radically Truthful. Aim High, Run Fast.

We’re a curious, diverse, and mission-driven team united by a belief that better data can change how the world builds.
We value openness, honesty, and diversity of thought — and believe the best ideas win, no matter where they come from.

Expect openness, collaboration, and balance — plus plenty of social opportunities!

1. Once you’ve applied, you will hear from us within a week.
2. Interview stages typically include:
   • A 30 minute intro chat
   • A role-specific interview or assignment
   • An interview focusing on our culture and values
   • A final stage to test collaboration with our team (on-site or remote)
3. We aim to complete the process within 3–4 weeks but can move faster if necessary.

We want every candidate to have a positive experience — and we’ll keep you informed every step of the way.

We’re committed to building a diverse and inclusive workplace and we welcome applicants from all backgrounds.

If you need adjustments during the hiring process, please let us know.