Senior Customer Account Manager (APAC)

Location: Sydney, Australia | Flexible/ remote

Salary: $110-120K

Full-time contractor (ABN required)

Reporting to: APAC Regional General Manager (Sydney) and Customer Director (London)

About the role

The Customer team at ToucanTech is the heartbeat of our business. We're not just here to retain clients - we're here to make them genuinely successful, turning their investment in ToucanTech into something they can see, measure, and celebrate.

As our Senior Customer Account Manager for APAC, you'll be the senior presence in region - owning and protecting our existing customer base, driving renewals and upsells, and acting as a trusted ambassador for ToucanTech across the APAC market. This is a relationship-first role for someone who knows how to keep customers close, spot opportunities, and build the kind of loyalty that turns happy clients into advocates.

You’ll operate in a matrix structure, reporting into the APAC Regional GM for day-to-day regional priorities, while working closely with the London-based Customer Director to stay aligned on process, best practice, and global ways of working.

You’ll be part of a small, cross-functional regional team, providing direction to a dedicated Onboarding Lead while helping shape ToucanTech’s growth in APAC.

What you'll do

• Own and protect the APAC customer base - retention is the priority
• Generate upsells (expansion revenue) for customers who can benefit from additional product features or services from ToucanTech
• Support a regional Onboarding Lead, ensuring new customers are set up for success from day one
• Build deep, trusted relationships with a portfolio of schools, universities, and membership organisations
• Lead renewals and proactively identify upsell and expansion opportunities aligned to customer goals
• Develop deep product knowledge to help customers maximise value from ToucanTech
• Identify and develop customer case studies and testimonials to support APAC growth
• Represent ToucanTech at APAC conferences and customer events - roundtables, VIP dinners, webinars, and more
• Capture and communicate customer feedback and product requests back to the wider team
• Collaborate with the London-based Customer team on process, training, and strategy

What you'll need

• 5+ years in account management or customer success, ideally in SaaS or B2B tech
• A proven track record of retaining and growing a customer portfolio
• Experience managing or mentoring junior team members
• Strong commercial instincts - you understand renewals, upsells, and how to have value-based conversations
• A natural relationship builder who clients genuinely trust
• Confident communicator - comfortable in executive conversations and customer-facing events
• Based in Sydney and able to work flexibly from our Sydney base on a regular basis - proximity to the regional team matters in this role
• Comfortable with regular travel (often monthly in busy months) across the APAC region to visit customers and attend events - this is a core part of the role
• Comfortable working across time zones - occasional evening calls with our London HQ team will be part of the role (with as much notice as possible)
• Interest in the sectors we serve: schools, universities, nonprofits, and membership communities
• Right to work in Australia (sponsorship not available)

Who are we?

ToucanTech is a fast-growing B2B SaaS platform used by 300+ organisations across 28 countries - and we're just getting started. Our all-in-one community management software helps schools, universities, charities, and associations run their communities better. With a global team of 60+ people and APAC as a key growth market, there's a real opportunity here for a senior operator who wants to own a region and make their mark.

We're ambitious, collaborative, and genuinely care about the work we do and the customers we serve. The people who thrive here bring energy, take ownership, and want to make a difference.

What we offer

• Flexible, remote-friendly working
• Annual learning & development budget
• Company equipment provided
• Domestic and international travel, including trips to our London HQ and APAC conferences
• A team that invests in you - and celebrates wins together

Ready to own APAC and make your mark? We'd love to hear from you.