Customer Success Manager

We are looking for a client‑first Customer Success Manager/Engagement Manager to join our Melbourne Data & Analytics team. This is a relationship‑led role at its core - you will be the trusted face of Monks for a portfolio of enterprise clients, responsible for growing those relationships, expanding the scope of our work, and ensuring clients see tangible, measurable value from their investment in data. You bring experience in client services, account management, or digital consulting - and you know how to have a commercial conversation just as comfortably as a strategic one. You understand data and analytics well enough to translate complex outputs into business language that lands with senior stakeholders. Key Responsibilities Client Relationship Management Own the day‑to‑day and strategic relationship with a portfolio of enterprise clients across data and analytics engagements. Map client stakeholder landscapes — identify key decision‑makers, influencers, and sponsors, and build strong rapport at each level. Act as the single point of contact, providing consistency, trust, and clear communication across all client teams. Translate complex technical delivery outputs into business value that resonates with client KPIs and executive stakeholders. Run regular client check‑ins, QBRs, and roadmap sessions to maintain alignment and surface new opportunities. Account Growth & Commercial Expansion Proactively identify and pursue organic growth opportunities within existing accounts – new workstreams, expanded scope, and upsell across Monks' service lines. Develop a clear understanding of each client's business goals, data maturity, and competitive landscape to position Monks as a long‑term strategic partner. Contribute to proposals, SOW development, and commercial negotiations in close collaboration with Practice Leads and the Director of Client Partnerships. Monitor account health, revenue trajectory, and renewal risk – flag concerns early and lead the response. Service Delivery Oversee delivery with an onshore/offshore team to ensure client engagements are executed on time, within scope, and to a high standard. Maintain a clear view of delivery status across your portfolio — escape risks promptly and manage client expectations proactively. Partner with the delivery team to define workstream priorities and resource requirements based on client roadmaps. Ensure all work is signed off, documented, and communicated clearly to the client. Consultancy & Strategic Advisory Stay across the data and analytics landscape – platforms, trends, regulatory changes (e.g. privacy, cookieless) – and proactively share insights with clients. Help clients build their data maturity roadmap and advocate for initiatives that deliver both short‑term wins and long‑term capability uplift. Provide informed recommendations on platform choices, architecture decisions, and analytics strategy in close partnership with technical specialists. Commercial & SOW Management Author and manage Statements of Work (SOWs), ensuring scope, assumptions, and commercial terms are clearly defined and mutually agreed. Oversee billing, budget tracking, and financial reconciliation across your accounts - flag overruns early and manage change control. Maintain accurate account records in Salesforce and internal project management systems. What We're Looking For 3+ years in client‑facing roles – account management, digital consulting, or client services, ideally in data, analytics, or digital marketing. Natural relationship builder with a track record of growing accounts and managing senior stakeholder relationships. Comfortable with budgets, SOWs, renewal conversations, and identifying upsell opportunities. Familiarity with analytics platforms (GA4, Adobe Analytics) and digital marketing ecosystems (DV360, CM360, etc.). Excellent communicator who can translate technical concepts into business language — written, verbal, and in presentations. Comfortable operating in a fast‑paced, cross‑functional environment. Confident working with both onshore and offshore teams. Experience working with enterprise procurement processes and complex billing structures. Exposure to cloud environments (GCP, AWS) or data engineering / analytics engineering concepts Experience with MarTech or data platforms (Adobe Experience Platform, Salesforce Marketing Cloud, Braze, or similar) highly desirable Experience in Google Analytics, Adobe Analytics, or Google Cloud certification highly preferred We are an equal‑opportunity employer committed to building a respectful and empowering work environment for all people to freely express themselves amongst colleagues who embrace diversity in all respects. Including fresh voices and unique points of view in all aspects of our business not only creates an environment where we can all grow and thrive but also increases our potential to produce work that better represents—and resonates with—the world around us. #J-18808-Ljbffr