Customer Success Manager

Company Description

We’re committed to creating an environment where our vision and values drive everything we do. At the core of this is our determination to consistently provide the highest quality, cutting-edge solutions to our subscribers. We exist to deliver community-focused, innovative community software. Our unique platform provides a complete solution for the Community, Disability, NDIS, and Education sectors. You'll help these organisations deliver services to their participants, clients, and communities with ever-increasing scale, efficiency, effectiveness, and flexibility.

Role Description

We are seeking a highly motivated Customer Success Manager to join our exciting, fun, and growing Customer Success team. As a pivotal member, you will report to the Manager of Customer Success and play a critical role in enabling MYP to positively change the lives of people by giving them back time, control, and choice. You will achieve this by assuming responsibility for managing customer relationships, driving customer success, and ensuring the successful adoption and ongoing use of our products.

This role is suited to those who have had previous experience as a Customer Success Manager in the software industry. This is a hybrid role with 2 work-from-home days and 3 days in our Brisbane Office.

Key Responsibilities

Own customer retention outcomes for a portfolio of high-touch customers, with clear accountability for reducing churn risk, stabilising at-risk accounts, and driving expansion through ongoing value delivery. Manage customer relationships with a continuous retention mindset rather than a renewal-based approach.

Net Retention and Portfolio Health

• Accountable for achieving agreed net revenue retention targets across the portfolio. Maintain strong visibility of customer health, engagement, and value realisation to ensure customers continue to see clear benefit from MYP’s products on an ongoing basis.

At Risk Customer Management

• Proactively identify at-risk customers through usage patterns, engagement signals, sentiment, and commercial indicators. Take ownership of stabilisation efforts by developing and executing targeted success plans that address the root causes of risk. Drive timely internal escalation and cross-functional alignment to prevent avoidable churn.

Churn Prevention

• Take full ownership of churn prevention in a month-to-month commercial model where risk can materialise quickly. Focus on early intervention, restoring confidence, and correcting adoption or workflow breakdowns before customers reach a decision to exit. Contribute insights into churn drivers to support continuous improvement across product, delivery, and customer experience.

Expansion and Ongoing Growth

• Identify and progress expansion opportunities by understanding customer maturity, evolving needs, and future goals. Drive growth through deeper adoption, additional products, and increased usage where there is a clear value fit.

Forecasting and Visibility

• Maintain accurate visibility of portfolio risk, retention outlook, and expansion pipeline. Use data and customer insight to inform forecasting, prioritisation, and internal decision-making.

Key Skills and Requirements

• Strong experience in customer success, account management, or a similar role within a software development company.
• Excellent communication, collaboration, and interpersonal skills.
• Strong analytical and problem-solving skills.
• Ability to work under pressure and multi-task across many initiatives.
• Strong stakeholder engagement and time management skills.
• A proactive, solution-oriented attitude with a willingness to contribute to continuous improvement and customer success.

The Benefits

Some of the perks of working with us include:

• Work with software and organisations that make a difference (sense of purpose)
• Hybrid work-from-home arrangements (face-to-face collaboration is important to us)
• Birthday leave (who wants to work on their birthday?)
• Volunteer leave (give back to the community we support)
• Casual dress code (it's important to be comfortable)
• Opportunities for professional development and growth (because we want you to be the best you can be)
• Team lunches

About You

As the Customer Success Manager, you will be coming into a high-performing, high-growth team and business. You will have the opportunity to make an immediate impact by driving purpose-led outcomes in for-purpose organisations across healthcare, disability services, aged care, and community. This role offers the scope to build on existing best practices and have a meaningful impact on the team, business, customer, and your own career.

If you are passionate about customer success and working with organisations to drive impactful change within the NDIA sector, and you possess the required skills and experience, please apply now.

Join us in making a difference in the lives of individuals with disabilities through technology-driven solutions!