About this Role:

The Customer Success Manager (CSM) is a trusted partner to ADAPT’s technology vendor clients. This role ensures clients extract maximum value from their Advantage subscription by sharing relevant insights, coordinating engagements with analysts, and translating research into practical GTM outcomes for sales, marketing, and leadership teams.

Success in this role is built on strong relationship management, proactive communication, and the ability to connect client priorities with ADAPT’s data, insights, and advisory services.

Key Responsibilities :

Client Success & Relationship Management

• Manage a portfolio of technology vendor clients as their primary point of contact
• Build and maintain strong, long-term relationships with marketing, sales, and leadership stakeholders
• Conduct regular check-ins to understand priorities, challenges, and upcoming initiatives
• Proactively recommend relevant ADAPT insights, events, and advisory services

Enablement & Value Realisation

• Help clients apply ADAPT research to GTM strategy, messaging, and sales conversations
• Coordinate analyst enquiries, briefings, and workshops aligned to client objectives
• Support clients to prepare for engagements to ensure productive outcomes
• Track usage and impact to demonstrate ongoing value

Program Coordination  

Schedule and manage delivery of contracted services, including:

• Analyst enquiry sessions
• Market briefings
• Access to research platforms and reports
• Partner with internal analysts, event teams, and account leaders to deliver a seamless experience

Renewals & growth  

• Support renewal conversations by showcasing outcomes and value delivered
• Identify opportunities to expand engagement where it aligns with client needs

What success looks like  

• Clients feel understood, supported, and confident using ADAPT insights
• High levels of engagement across research, analyst time, and events
• Clear examples of how ADAPT has influenced client strategy, messaging, or sales approach
• Strong retention and advocacy from assigned accounts

About You:

Experience  

• 3-5+ years in customer success, account management, consulting, or a related role
• Experience working with B2B technology vendors or professional services highly regarded

Skills

• Strong relationship and stakeholder management
• Excellent written and verbal communication
• Ability to translate data and insights into practical business applications
• Organised, proactive, and detail-oriented
• Comfortable working cross-functionally in a fast-paced environment

About ADAPT

Working with over 3,000 A/NZ C‑level executives annually, ADAPT has cemented itself as a market‑leading Research, Advisory & Multi‑Channel Events company in Australia.

Our vision is to make Australia & New Zealand more commercially competitive, differentiated, and productive on the global stage. We do this by working closely with business and technology executive leaders across enterprise and government, equipping them with the insights, relationships, inspiration, and tools they need to gain advantage.

As ADAPT continues to scale and mature, our Go‑to‑Market Services business has become a core growth engine, supporting technology vendors and service providers to engage the right buyers, with the right message, at the right time.

ADAPT’s Go‑to‑Market Services are trusted by leading global and local vendors to help them:

• Sharpen positioning and messaging for the Australian market
• Engage sales and marketing leaders with locally relevant insights
• Drive demand, pipeline influence, and executive‑level conversations

If you are curious, commercially minded, executive‑savvy, and motivated by helping clients realise tangible value, ADAPT could be the place for your next chapter.