Customer Success Manager
About the Company
Bay Technologies (Bay) has provided highly configurable and trusted software solutions to local, state and federal government agencies across Australia since April 2000. Over 26 years, Bay has become a leading provider of products supporting correspondence and communication, governance, compliance and regulatory investigation.
As a wholly owned subsidiary of Constellation Software Inc. through its operating group, Vela APAX, Bay combines the close working environment of an Australian SME with the strength and international support of a global software organisation.
About the role
We are looking for a proactive, relationship-focused Customer Success Manager to ensure our customers achieve their intended outcomes and receive a consistently high standard of service. Reporting to the General Manager, you will lead the Service Desk Coordinator and Service Delivery Lead and provide oversight across a team of six indirect reports.
This is a key post-sale leadership role. You will build trusted customer relationships, improve adoption and customer health, oversee support and SLA performance, and ensure implementations, upgrades and service delivery projects meet customer needs. You will also bring the voice of the customer into Bay and support Sales by identifying and handing over qualified opportunities.
This is a permanent full-time role based in our Milton office in Brisbane, with hybrid work arrangements available. Regular travel is not required, although occasional customer travel may arise.
Your primary responsibilities will include, but are not limited to:
Build trusted customer relationships through proactive engagement, regular check-ins and structured business reviews aligned to customer priorities.
Own customer success plans that improve onboarding, adoption, education, measurable value, satisfaction, retention and overall customer health.
Analyse customer, operational and support data; prepare customer health reviews; and use approved AI-enabled tools to generate practical insights and professional communications.
Oversee support operations, service requests, escalations, upgrades and customer communications, ensuring each customer's agreed SLA is actively managed.
Provide delivery assurance across implementations, change requests, data migrations and Machinery of Government changes, ensuring commitments are delivered on time and customer needs are met.
Act as the voice of the customer by communicating feedback, enhancement needs and bug reports to Product and Engineering and closing the feedback loop with customers.
Lead, coach and mentor the Service Desk Coordinator and Service Delivery Lead, setting clear priorities, accountability and performance expectations across the wider team.
Work collaboratively with Support, Engineering, Product, Professional Services and Sales to resolve risks, coordinate outcomes and pass qualified renewal or expansion opportunities to the Sales team.
Required Skills & Experience
We are looking for an experienced customer leader who combines strong relationship management, people leadership and practical delivery judgement. You will bring:
Three to five years of relevant experience in customer success, service delivery, account management or enterprise software services.
Prior people-management experience, including coaching, mentoring and performance leadership.
Demonstrated experience managing customer expectations, SLAs, escalations and multiple concurrent delivery activities.
The ability to analyse customer and service information, identify risks and opportunities, and translate findings into clear recommendations.
Excellent written, verbal and presentation skills, with confidence communicating across operational and executive stakeholders.
The ability to understand technical concepts and explain them clearly to customer and business audiences.
An AI-first mindset and confidence using AutoTask, Microsoft Office 365 and Microsoft Copilot responsibly and effectively.
Valid Australian working rights and the ability to obtain a satisfactory required checks.
Highly regarded:
A relevant tertiary qualification in Business or IT; equivalent practical experience will also be considered.
Experience working with Australian government customers, particularly state government agencies.
Experience with enterprise software implementations, upgrades, data migration or Machinery of Government changes.
What's in it for you?
Bay is a diverse, close-knit and experienced team that supports one another. We offer a flexible workplace where you can achieve your professional and personal goals, including:
Autonomy to take initiative and improve customer outcomes.
Opportunities for professional development.
Paid Parental Leave
Access to an Employee Share Purchase Plan.
Access to an Employee Assistance Program and support services.
On-the-job learning and support for relevant professional development and Microsoft certifications.
The opportunity to work with a friendly and experienced team.
Profit-share bonus program.
Hybrid work arrangements.
We are proud of our business, our people and our products, and we hope you will enjoy being part of our team too.