Introduction

Client Engagement Manager

SymphonyAI Financial Services is a leading provider of advanced AI-driven solutions for financial crime and compliance management. Our cutting-edge technology leverages artificial intelligence to deliver actionable insights, enhance decision-making, and drive operational efficiency.

We are seeking a visionary Client Engagement Manager to lead project delivery and engagement across Australia and New Zealand. This is a senior, management role responsible for a portfolio of strategic accounts and a team of client-facing professionals. The Client Engagement Manager will drive adoption and value realisation of our SaaS and AI solutions, ensuring that our 'high-touch' enterprise accounts receive exceptional services that leverage the full power of AI that support their business objectives.

Key responsibilities

AI-First service and delivery.

• Own the client engagement strategy to oversee the delivery of complex AI implementations for a portfolio of enterprise financial services customers across ANZ, aligning business outcomes to SymphonyAI's SaaS and AI capabilities.
• Lead, coach, and develop a team of client engagement and success professionals; set clear goals, establish standards, and manage performance, capacity, and career growth.
• Ensure internal PS teams are at the forefront of technical proficiency, acting as SME's for some of the most sophisticated use cases in the ANZ market.
• Establish and run executive-level governance with customer stakeholders (e.g., COO, CRO, CCO, Heads of Compliance/Risk/Data/Technology), including success plans, QBRs/EBRs, steering committees, and value reviews.
• Drive renewals and expansion in partnership with Sales; co-own Net Revenue Retention, renewal rates, and expansion ARR through adoption, business case development, and account planning.
• Orchestrate onboarding, implementation, and change management in collaboration with Professional Services, Sales, and Support to achieve time-to-value and outcomes.
• Develop AI adoption playbooks and best practices tailored to ANZ market needs, covering model onboarding, monitoring, governance, explainability, and continuous improvement.
• Serve as the voice of the customer, translating feedback into product requirements and prioritisation; partner with Product and Engineering on roadmaps, feature pilots, and value validation.
• Monitor customer health through leading indicators (adoption, usage, SLA performance, support trends, model effectiveness, NPS/CSAT) and execute mitigation and growth plans.
• Ensure robust program management across multi-workstream engagements, including milestones, risks, dependencies, budget tracking, and executive reporting.
• Promote compliance with data privacy, security, and regulatory expectations relevant to ANZ (e.g., AUSTRAC AML/CTF, APRA/ASIC guidance, OAIC privacy, NZ AML/CFT), partnering with customers on governance and audit readiness.
• Build customer advocacy through references, case studies, and participation in industry events and user communities.
• Contribute to regional planning, forecasting, resource allocation, and operational excellence; continuously improve processes, tooling, and metrics across the engagement lifecycle.

Qualifications

• 10+ years in client-facing roles at enterprise software companies (SaaS), including 4–6+ years in people management leading customer success, engagement, or delivery teams.
• Proven experience with AI/ML or advanced analytics solutions in financial services, regtech, risk, compliance, AML, fraud, or related domains.
• Strong track record driving renewals, expansions, and executive relationships at Tier 1/Tier 2 banks, insurers, or payments providers.
• Deep understanding of SaaS delivery models and enterprise integration (APIs, data pipelines, batch/stream ingestion) and familiarity with cloud platforms (AWS/Azure/GCP).
• Working knowledge of AI/ML concepts and governance (model lifecycle, monitoring, drift, bias/explainability) and the ability to translate technical capabilities into business outcomes.
• Solid program management and change management skills; adept at navigating complex stakeholders and matrixed environments.
• Excellent communication, negotiation, and executive presence; strong value storytelling and business case development.
• Proficiency with CRM and customer success tooling.
• Bachelor's degree in Business, Finance, Information Systems, Computer Science, or a related field; advanced degree or relevant certifications are a plus.

What you'll bring

• Customer-centric mindset with a passion for turning AI and data into tangible outcomes.
• A builder's mentality: playbook creation, process improvement, and operational rigor.
• A deep understanding of AI implementation lifecycles and the ability to speak the language of technical professionals and C-suite executives alike.
• Collaborative leadership across Sales, Product, Engineering, and Professional Services.
• Curiosity about the ANZ financial services landscape and emerging regulatory trends.

SymphonyAI is building the leading enterprise AI SaaS company for digital transformation across the most critical and resilient growth industries, including retail, consumer packaged goods, financial crime prevention, manufacturing, media, and IT service management. Since its founding in 2017, SymphonyAI today serves 1500+ Enterprise customers globally and has grown to 2,500 talented leaders, data scientists, and other professionals across over 30 countries.