Senior Customer Success Manager

Dr Avi Global is a leadership and AI consultancy that helps CEOs and commercial teams achieve exponential growth and ROI. Our flagship programs enabling intelligent sales, revenue and growth, are growing quickly across Australia and Asia.
We are looking for a Senior Customer Success Manager to own the client experience between Dr Avi's sessions. You will share delivery with our existing Customer Success Consultant and anticipate what each client needs next. You will also turn delivery into growth, and lead value-adds and upsells.
Overall Purpose of the Role
Work directly with clients to ensure clear, measurable value, revenue and/ sales upside from engagement, so they renew and expand.
Lift retention and NPS, and enable referrals towards the signature programs we are known for.
Free up time for the CEO and current team .
Key Responsibilities
Client delivery: Co-lead the delivery of client programs alongside the Customer Success Consultant, coordinating sessions and attending client engagements to ensure a seamless experience.
Account growth: Identify expansion opportunities within existing accounts and develop proposals for additional services in line with client needs.
Client success planning: Anticipate evolving client needs and develop the resources, templates and frameworks that support them.
Session planning: Prepare structured agendas and briefing materials for upcoming client sessions, drawing on previous session outcomes.
Client engagement: Design and manage touchpoints, reports and resources that sustain engagement and demonstrate value between strategy sessions.
Value realisation: Work with clients to define, track and report on the measurable business outcomes and ROI of each program.
Reporting: Produce high-quality client reports and annual program reviews, delivered on schedule.
Program governance: Manage program milestones and deliverables to maintain delivery timelines and support timely invoicing.
Project management: Plan and track client programs in Basecamp, maintaining clear ownership, deadlines and milestones across all engagements.
Knowledge management: Establish and maintain a central client document repository that gives clients organised, continuous access to program materials.
Process improvement: Review and streamline customer success workflows, and implement AI-enabled tools and agents that improve delivery efficiency.
Retention: Monitor client business performance, identify early risks to renewal and escalate with recommended actions.
Requirements
Senior customer success, account management or consulting delivery experience in B2B professional services, coaching or consulting for 5 years, at an operational level.
A track record of maintaining and growing existing accounts, with upsell and expansion experience.
Excellent English and confident communication with CEOs and executives.
Strong planning and organisation, with deadlines and follow-ups kept under control without being chased.
Availability: A minimum of 3 weekdays (Monday to Friday) per week, around 25-30 hours.
Time zone: Able to work Australian business hours, from 9am Australian Eastern time, including client sessions in the Australian time zone.
Comfortable working remotely, with a reliable internet connection and home office set-up.
Proficiency with Basecamp or similar project tools, Google Workspace and a CRM (Zoho CRM preferred).
Preferred experience and knowledge
Hands-on experience with AI tools, and building or configuring AI agents to automate workflows.
Experience with coaching or leadership programs, sales acceleration or revenue transformation work.
Experience quantifying client ROI and running NPS or feedback programs.
Experience in Australian and/or Asian markets.
To be successful, you must be
Proactive and forward-thinking, commercially minded, people-first and highly reliable. You should be comfortable with ambiguity, keen to improve processes, and happy to hold yourself accountable to clear metrics.
Remuneration
The remuneration package will be RM4,500-5,500 per month. Contact us for more information or email your CV (max. 4 pages) and a 1-minute self introduction video to venny@draviglobal.com. Candidates who do not send in the video will not be considered.

Work arrangement
Yes