Customer Success Manager, Digital Banking Solutions- Hybrid - North Sydney, NSW, Australia

Job Description

Qualifications

Open Data Solutions is one of the fastest growing parts of Experian's A/NZ business, with strong momentum across our Open Banking and Transaction Enrichment and Categorisation solutions. We are seeking an experienced Customer Success Manager to manage and deepen relationships with our most important Strategic Accounts and ensure they achieve maximum value from our solutions.

Sitting within the Open Data Solutions Product & Presales team, you will be the post-sale owner of the customer success relationship. You will build trusted relationships with senior client stakeholders, develop a strong understanding of their strategy and business challenges, and translate Experian's product capabilities into measurable client outcomes. You will develop success plans, drive adoption and value realisation, monitor client health and renewal risk, and bring the Voice of the Customer into our product strategy and roadmap.

Working closely with Strategic Account Directors, Product Owners and other internal teams, you will lead ongoing strategic engagement, identify opportunities to expand adoption and solve new client problems, and help progress growth opportunities through discovery and solution development. Commercial ownership, negotiation and contracting remain with the Strategic Account Director.

What you'll need to bring to the role & Experian

• Strong relationship-building and stakeholder management skills, with the credibility and executive presence to engage confidently with senior enterprise clients.
• Excellent communication, presentation and facilitation skills, including experience leading strategic client meetings, workshops and Quarterly Business Reviews.
• Strategic thinking, curiosity and strong discovery and problem-solving skills, with the ability to understand client challenges and connect them to meaningful solutions.
• Commercial acumen and confidence to identify, open and progress opportunity conversations while operating in partnership with the Strategic Account Director.
• Ability to understand data and technology solutions and translate product capabilities, adoption data and success metrics into clear client outcomes.
• A collaborative approach, with the ability to coordinate and drive outcomes across Product, Sales, Delivery, Support, Consulting and Billing.
• Strong organisation, project management and prioritisation skills, with the ability to proactively manage a portfolio of strategic client relationships.

What you'll be doing

• Relationship management: Build and maintain trusted, long-term relationships across Strategic Accounts, developing broad stakeholder networks and a deep understanding of each client's strategy, priorities and challenges.
• Strategic success planning: Develop and maintain tailored success plans aligned to client goals, agreed business outcomes, adoption priorities and measures of value.
• Adoption and value realisation: Develop deep knowledge of the Open Data Solutions portfolio and help clients expand adoption, use cases and value from Open Banking and Transaction Enrichment and Categorisation solutions.
• Business reviews and executive communication: Contribute to Quarterly Business Reviews and maintain a purposeful engagement cadence, bringing together adoption, value delivered, success metrics, product developments, client priorities and future opportunities.
• Growth partnership: Identify expansion signals and new client problems, lead early discovery conversations, and partner with Strategic Account Directors to progress opportunities while they retain commercial ownership.
• Client health, risk and renewals: Monitor client health and adoption, identify potential churn or delivery risks early, coordinate mitigation actions, and help build the value story ahead of renewal events.
• Operational excellence: Coordinate across Product, Sales, Delivery, Support, Consulting and Billing to remove barriers, progress commitments and provide clients with a joined-up Experian experience.
• Voice of the Customer and advocacy: Champion customer needs internally, inform product strategy and roadmap priorities, connect clients with pilots and proof-of-concepts, and encourage advocacy through references, case studies and events where appropriate.

More about you

• 5+ years' experience in Customer Success, Strategic Account Management, Product, Solutions Consulting or another senior client-facing role.
• Proven experience building and maintaining relationships with enterprise clients and senior stakeholders.
• Experience independently leading strategic client conversations, workshops, business reviews or success planning discussions.
• Strong understanding of financial services, digital banking, data, SaaS or enterprise technology solutions.
• Experience with transaction data, Open Banking, Consumer Data Right or merchant data would be highly advantageous.
• Comfortable using CRM platforms, client health dashboards and adoption data to monitor engagement, value realisation and renewal risk.
• Proactive, commercially curious and comfortable operating at the intersection of client relationships, Product and Sales.

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

Additional Information

Our uniqueness is that we celebrate yours. Experian's people first, inclusive and purpose driven culture is multi award-winning; World's Best Workplaces™ 2025 (Fortune Global Top 25), Great Place To Work™ in 26 countries to name a few. Check out Experian Life on social or explore our Careers Site to understand why. Experian is also proud to be an Equal Opportunity and Affirmative Action employer. If you have a disability or special need that requires accommodation, please let us know at the earliest opportunity.

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