Customer Success Manager

About Gallagher

Our purpose at Gallagher is ‘Protect what matters most’ and we live it every day, whether that’s protecting the world’s highest security environments or agricultural businesses, we care deeply about our people, their families, and our wider communities.

Gallagher Security is on a mission to unlock more value for our customers through the power of our people and solutions. Our culture is entrepreneurial in spirit, complex, challenging, and ever changing. With operations in Australia, New Zealand, Asia, Africa, USA, Canada, the UK and Europe and exports to over 140 countries, we’re proud to be unlocking globally focused career paths for Australian based candidates.

We’re painting the future of what’s possible. Come join us!

About The Role

We’re looking for a Customer Success Manager (Care Plan & Upgrade Specialist) to take ownership of the Gallagher Care Plan & upgrades across Australia, based in our Southport office on the Gold Coast.

This is a commercially focused role responsible for driving the adoption, positioning, and long-term success of our Care Plan offering. You’ll work closely with internal teams, channel partners, and end customers to ensure the programme is clearly understood, consistently applied, and delivering measurable value.

Care Plan is Gallagher Security’s tiered customer support and value-add programme, designed to keep systems secure, optimised, and up to date. It combines software enhancements, training, advisory services and extended warranty coverage to help customers maximise the long-term value of their investment – including hardware lifecycle upgrades and management.

As the regional subject matter expert, you’ll lead education, enablement, and growth initiatives - ensuring Care Plan is embedded across the full customer lifecycle, from initial engagement through to renewal, refresh and expansion.

What You’ll Be Doing

• Own and evolve the Care Plan programme across Australia, ensuring alignment with customer needs and product direction
• Drive adoption and revenue growth through proactive engagement, including outbound outreach and renewal activity
• Identify and progress upgrade opportunities across the installed base, particularly legacy and out-of-date systems
• Partner with Sales, Engagement, and Channel teams to position Care Plan consistently and effectively
• Act as the subject matter expert, supporting internal teams and partners with clear value messaging and guidance
• Develop and deliver enablement materials, training, and playbooks to embed Care Plan into everyday conversations
• Contribute to pricing and commercial positioning, supporting ROI modelling and value articulation
• Monitor programme performance, including uptake, renewals, and conversion rates, using data to identify opportunities and risks
• Partner with Marketing to support campaigns, content, and customer engagement initiatives
• Provide feedback to global teams on market response, pricing, and programme effectiveness

About You

You’ll thrive in this role if you enjoy owning outcomes, influencing across teams, and turning strategy into action. You’re comfortable balancing commercial objectives with customer value, and you know how to bring others on the journey.

What You’ll Bring

• Experience in customer success, account management, programme management, or a commercially focused role
• Strong understanding of service-based or subscription offerings
• Confidence engaging with customers and partners, including proactive outreach and relationship building
• Ability to clearly articulate value, ROI, and long-term customer outcomes
• Strong organisational and analytical skills, with the ability to manage data and derive insights
• Excellent communication and presentation skills across a range of audiences
• A proactive, self-driven approach with the ability to work cross-functionally and influence outcomes

Working at Gallagher

At Gallagher, you’ll join a supportive, family-friendly team environment where innovation and collaboration are part of everyday life. We’re committed to helping you grow, contribute, and enjoy what you do.

This position is based on-site (8.30am – 4.30pm) in our Southport office on the Gold Coast, where you’ll enjoy:

• Free office parking
• Competitive salary package with great benefits and an annual incentive scheme
• A collaborative team culture with regular connection events and celebrations
• Career development opportunities within a global organisation that’s shaping the security industry

Please note we may fill this position before the advert closes, so apply now and join a people-focused global company and play a key role in driving customer value and commercial growth.