Customer Success Manager - Digital Analytics

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We are looking for a client-first Customer Success Manager - Digital Analytics/Engagement Manager to join our Melbourne Data & Analytics team. This is a relationship-led role at its core - you will be the trusted face of Monks for a portfolio of enterprise clients, responsible for growing those relationships, expanding the scope of our work, and ensuring clients see tangible, measurable value from their investment in data.

You bring experience in client services, account management, or digital consulting - and you know how to have a commercial conversation just as comfortably as a strategic one. You understand data and analytics well enough to translate complex outputs into business language that lands with senior stakeholders.

• Own the day-to-day and strategic relationship with a portfolio of enterprise clients across data and analytics engagements.
• Map client stakeholder landscapes — identify key decision-makers, influencers, and sponsors, and build strong rapport at each level.
• Act as the single point of contact, providing consistency, trust, and clear communication across all client teams.
• Translate complex technical delivery outputs into business value that resonates with client KPIs and executive stakeholders.
• Run regular client check-ins, QBRs, and roadmap sessions to maintain alignment and surface new opportunities.

• Proactively identify and pursue organic growth opportunities within existing accounts — new work streams, expanded scope, and upsell across Monks' service lines.
• Develop a clear understanding of each client's business goals, data maturity, and competitive landscape to position Monks as a long-term strategic partner.
• Contribute to proposals, SOW development, and commercial negotiations in close collaboration with Practice Leads and the Director of Client Partnerships.
• Monitor account health, revenue trajectory, and renewal risk — flag concerns early and lead the response.

• Oversee delivery with an onshore/offshore team to ensure client engagements are executed on time, within scope, and to a high standard.
• Maintain a clear view of delivery status across your portfolio — escalate risks promptly and manage client expectations proactively.
• Partner with the delivery team to define workstream priorities and resource requirements based on client roadmaps.
• Ensure all work is signed off, documented, and communicated clearly to the client.

• Stay across the data and analytics landscape — platforms, trends, regulatory changes (e.g. privacy, cookieless) — and proactively share insights with clients.
• Help clients build their data maturity roadmap and advocate for initiatives that deliver both short-term wins and long-term capability uplift.
• Provide informed recommendations on platform choices, architecture decisions, and analytics strategy in close partnership with technical specialists.

• Author and manage Statements of Work (SOWs), ensuring scope, assumptions, and commercial terms are clearly defined and mutually agreed.
• Oversee billing, budget tracking, and financial reconciliation across your accounts — flag overruns early and manage change control.
• Maintain accurate account records in Salesforce and internal project management systems.

• 3+ years in client-facing roles - account management, digital consulting, or client services, ideally in data, analytics, or digital marketing.
• Natural relationship builder with a track record of growing accounts and managing senior stakeholder relationships.
• Comfortable with budgets, SOWs, renewal conversations,…