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About the Role
Partner with customers after implementation to help them realize measurable value from their investment while driving adoption, retention, and long-term growth. Become a trusted advisor, working closely with customers and internal teams to ensure success, minimize risk, and create exceptional customer experiences.
Responsibilities
- Own customer relationships following go-live and become the primary point of contact for ongoing success
- Drive customer adoption, enablement, and value realisation through training, education, and strategic guidance
- Build strong relationships with operational, technical, commercial, and executive stakeholders
- Conduct Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs)
- Monitor customer health, identify risks early, and proactively address challenges
- Support renewals by demonstrating value, outcomes, and business impact
- Identify growth opportunities and partner with Sales on expansion initiatives
- Advocate for customers internally across Product, Engineering, Support, Delivery, and Sales teams
- Coordinate issue resolution and maintain clear customer communication during incidents
- Capture customer feedback, market insights, and success stories to help shape future product development
Requirements
- 5+ years' experience in Customer Success, Account Management, Client Services, or a similar SaaS environment
- Experience managing customer or account portfolios and driving retention outcomes
- Strong stakeholder management skills with the ability to engage everyone from end users through to senior executives
- Experience supporting renewals, expansion opportunities, and revenue growth initiatives
- A strong understanding of customer onboarding, enablement, and adoption best practices
- Experience delivering customer workshops, training sessions, or product demonstrations
- Strong problem-solving and escalation management capabilities
- Excellent communication, presentation, and relationship-building skills
- The ability to analyse customer data and translate insights into action
- A proactive and highly organised approach with strong attention to detail
Skills
- AI-powered identity verification
- Fraud prevention technology
- Customer Success
- Account Management
- Client Services
- SaaS
- Stakeholder management
- Customer onboarding
- Customer enablement
- Customer adoption
- Problem-solving
- Escalation management
- Communication
- Presentation
- Relationship-building
- Data analysis
Location
- St Leonards (North Sydney)
Work Type
- Hybrid
Experience Level
- 5+ years
Benefits
- Flexible working arrangements
- Collaborative, supportive culture
- Career development opportunities across a global organisation
- Country specific benefits
About the Company
- At IDVerse, part of LexisNexis Risk Solutions, we're helping organisations build trust online through AI-powered identity verification and fraud prevention technology.
- LexisNexis Risk Solutions helps organisations make better decisions through advanced analytics, data, and technology.
- IDVerse is its award-winning digital identity verification platform, helping businesses verify customers securely while reducing fraud and friction in the customer journey.
Equal Opportunity
- We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.