Client Success Director / Senior Client Success Manager – Sydney
Location: Sydney (Australia-wide travel, predominantly Melbourne)
Salary: 120,*********,000 + super (experience dependent)
Type: Full-time
Step Change is a strategy-led agency with over 15 years of experience partnering with ambitious businesses to drive growth and deliver measurable impact.
We're about creating step changes with our clients... a desire to drive and deliver positive and meaningful change.
Our core model is clients who are on a retainer, where we act as their fractional marketing department.
We are seeking a Senior Client Success Manager or Client Success Director to join our team.
This is a role for a seasoned professional with 8–10+ years of experience who can navigate complex B2B landscapes, lead diverse teams, and act as a trusted strategic advisor.
This opportunity would suit a senior marketer hungry for variety and wanting to be agency-side.
The Opportunity
You will step into a key leadership position, overseeing multiple client pods and acting as the strategic anchor for our most complex, high-ticket accounts.
We work predominantly with Australian and Global B2B organisations.
These clients require more than just service; they need intellectual partnership.
You will synthesise complex information, manage significant budgets, and ensure our creative and strategic output drives their Go-To-Market plans forward.
This role demands a unique balance: the ability to nurture client relationships and drive commercial growth while managing the operational reality of agency utilisation and profitability.
Key Responsibilities
Strategic Account Leadership: Act as the primary strategic partner for high-value clients.
You will deeply understand their business strategy, value propositions, and GTM plans, ensuring all marketing and communications align with their commercial objectives.
Team (Pod) Management & Mentorship: Oversee multiple client pods, managing the performance and output of Client Success Executives and creative teams.
You are responsible for ensuring your team feels supported, utilised effectively, and challenged to deliver their best work.
Commercial Management: You will be responsible for revenue retention and growth.
This involves managing against client value, monitoring utilisation rates for yourself and your team, and balancing client spend against project profitability.
Business Growth: Proactively identify opportunities within existing accounts.
You will look beyond the current scope of work to spot areas where Step Change can add value, moving the relationship from transactional to transformational.
Operational Agility: This is a dynamic role that requires flexibility.
You must be willing to travel to meet client needs and manage deadlines that may occasionally require evening or weekend attention.
What We Are Looking For
Experience Level:
Senior Client Success Manager: 8+ years of relevant experience.
Client Success Director: 10+ years of relevant experience.
The Hybrid Background: We are looking for a specific blend of agency experience (managing multiple accounts and pace) and client-side marketing experience (running the marketing function for companies).
You must understand the internal pressures our clients face and the full mix of marketing channels.
B2B Expertise: Proven capability in managing complex, high-ticket B2B accounts is essential.
You must be comfortable discussing business strategy, not just marketing tactics.
Intellectual Agility: The ability to digest and synthesise complex information quickly.
You keep a sharp eye on the customer's need while maintaining commercial discipline.
Cultural Alignment: You are resilient, "radically honest," and thrive in a high-performance environment where collaboration is key.
Qualifications: A formal marketing qualification is desirable.
Key Performance Indicators (KPIs)
Revenue Held: Retention and organic growth of managed accounts.
Client Value: Demonstrated impact on client business goals and GTM execution.
Utilisation: Effective management of your own billable hours and those of your pod.
Client Satisfaction: High retention rates and positive client feedback.
Culture: Adherence to our values and contribution to a supportive, high-performing team environment.
Our Ways of Being
Being Radically Honest
Being My Word
We Before Me
Being Unstoppable
Bringing a WOW
Please note that we have a strict "No W*nkers" policy.
We are looking for leaders who are hungry (desire to achieve), humble (share credit and work as a team), and smart (ability to learn new things quickly).
Ready to Apply?
If you are a strategic leader ready for a challenging and dynamic role, we want to hear from you.
To apply, please submit:
Your CV.
Once we review your CV we will ask you to submit a one-minute video outlining why you are the perfect fit for this role and how your experience bridges the gap between agency and client-side challenges.
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