Sr CSM

Company Overview

At Zuora, we do Modern Business. We’re helping people subscribe to new ways of doing business that are better for people, companies and ultimately the planet. It’s an approach resulting from the shift to the Subscription Economy that puts customers first by building recurring relationships instead of one-time product sales and focuses on sustainable growth. Through our leading expertise and multi-product suite, we are transforming all industries and working with the world’s most innovative companies to monetize new business models, nurture subscriber relationships and optimize their digital experiences.

The Team & Role

Location: Sydney, Australia

As a Customer Success Manager (CSM) at Zuora, you’ll manage a portfolio of customers across Australia and the Asia Pacific region, supporting their business goals through our platform. By combining technical expertise with strategic thinking, you’ll help customers maximize their operational efficiency, adopt new features, and ensure successful platform usage.

This is a Sydney based position that requires you to come into the office regularly to be most effective. 

What you’ll do & Achieve

Customer Relationships: Build trusted partnerships with customers across all levels, from end-users to senior executives. 
Account Planning: Responsible for defining & monitoring the KPIs in the account plans. Help shape commercial strategy and technical action plans.
Onboarding & Guidance: Facilitate smooth onboarding by providing clear guidance on platform resources, technical integrations, and training materials.
Technical Expertise: Own the technical relationships with a deep understanding of customer needs and constraints. Provide hands-on assistance with Zuora’s platform capabilities, APIs, reporting tools, and integrations with CRM, ERP, or financial systems.
Success Planning: Collaborate with customers to create success plans aligned with their critical objectives and desired outcomes.
Platform Optimisation: Identify and address gaps between best practices and current customer usage, driving adoption of key features and upgrades. Help identify white space including the extension of our footprint & capabilities and expansion into new BUs.
Community Engagement: Support the APAC customer community through marketing initiatives, networking events, and knowledge-sharing opportunities.
Risk Mitigation: Proactively identify and mitigate potential risks of churn through strategic planning and engagement.
Feedback & Advocacy: Act as the “Voice of the Customer,” sharing insights and product feedback with internal teams, including Product, Engineering, and Professional Services.
Technical Issue Resolution: Coordinate across departments to ensure timely resolution of technical challenges, leveraging your understanding of system integrations and data flows.

What You’ll Need to Succeed

• Experience: 2+ years in a customer-facing role within SaaS, enterprise software, or technology organizations.

Technical Skills:

• Familiarity with REST APIs, webhooks, and system integration processes.
• Understanding of implementation and support of financial, billing, or ERP systems (e.g., Oracle, NetSuite, SAP).
• Proficiency in CRM platforms such as Salesforce or HubSpot.
  
  
• Problem-Solving: A resourceful, analytical mindset for tackling technical and business challenges.
• Communication: Excellent written, verbal, and presentation skills, with the ability to convey complex technical concepts to non-technical audiences.
• Collaboration: Proven ability to work effectively with cross-functional teams in a geographically dispersed environment.
• Adaptability: A proactive, self-motivated individual comfortable in fast-paced, evolving settings.
• Education: Bachelor’s degree or equivalent experience in a related field.
• Travel Readiness: Willingness to travel up to 25% of the time, including possible international travel.

#ZEOLife at Zuora

As an industry pioneer, our work is constantly evolving and challenging us in new ways that require us to think differently, iterate often and learn constantly—it’s exciting. Our people, whom we refer to as “ZEOs" are empowered to take on a mindset of ownership and make a bigger impact here. Our teams collaborate deeply, exchange different ideas openly and together we’re making what’s next possible for our customers, community and the world. 

As part of our commitment to building an inclusive, high-performance culture where ZEOs feel inspired, connected and valued, we support ZEOs with:

• Competitive compensation, corporate bonus program and performance rewards, company equity and retirement programs
• Medical, dental and vision insurance
• Generous, flexible time off 
• Paid holidays, “wellness” days and company wide end of year break
• 6 months fully paid parental leave 
• Learning & Development stipend
• Opportunities to volunteer and give back, including charitable donation match
• Free resources and support for your mental wellbeing  

Specific benefits offerings may vary by country and can be viewed in more detail during your interview process.

Location & Work Arrangements

Organizations and teams at Zuora are empowered to design efficient and flexible ways of working, being intentional about scheduling, communication, and collaboration strategies that help us achieve our best results. In our dynamic, globally distributed company, this means balancing flexibility and responsibility — flexibility to live our lives to the fullest, and responsibility to each other, to our customers, and to our shareholders. For most roles, we offer the flexibility to work both remotely and at Zuora offices.

Our Commitment to an Inclusive Workplace

Think, be and do you! At Zuora, different perspectives, experiences and contributions matter. Everyone counts. Zuora is proud to be an Equal Opportunity Employer committed to creating an inclusive environment for all.

Zuora does not discriminate on the basis of, and considers individuals seeking employment with Zuora without regards to, race, religion, color, national origin, sex (including pregnancy, childbirth, reproductive health decisions, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, political views or activity, or other applicable legally protected characteristics.

We encourage candidates from all backgrounds to apply. Applicants in need of special assistance or accommodation during the interview process or in accessing our website may contact us by sending an email to assistance(at)zuora.com.