Customer Success Manager

Australia

The Customer Success Manager is responsible for building strong relationships with customers, ensuring they achieve their desired outcomes while using the company’s products or services. This role focuses on customer retention, satisfaction, and growth by proactively managing the customer lifecycle.

You will act as the primary point of contact for customers, working closely with Sales, Product, and Support teams to deliver exceptional customer experiences and maximize customer value.

• Manage and nurture relationships with assigned customer accounts
• Drive customer onboarding, adoption, and engagement strategies
• Monitor customer health metrics and proactively address risks
• Identify upsell and cross-sell opportunities in collaboration with Sales
• Act as the voice of the customer and provide feedback to internal teams
• Conduct regular business reviews and performance check-ins
• Resolve customer issues by coordinating with internal teams
• Maintain accurate customer records in CRM systems
• Develop customer success plans and ensure goal achievement
• Improve customer retention and reduce churn

• Bachelor’s degree in Business, Marketing, Communications, or related field
• 3–6 years of experience in Customer Success, Account Management, or Client Services
• Experience using CRM or customer success tools such as Salesforce or HubSpot
• Strong communication, presentation, and relationship management skills
• Problem-solving mindset with a customer-first approach
• Ability to manage multiple accounts in a fast-paced environment

• Customer relationship management
• Account management & retention
• Communication & negotiation
• Problem-solving & conflict resolution
• Data analysis & customer insights
• Time and stakeholder management

• Experience in SaaS, technology, or service-based industries
• Familiarity with Australian customer expectations and business culture
• Experience managing enterprise or mid-market clients

• Customer retention rate
• Churn reduction
• Net Promoter Score (NPS)
• Customer Lifetime Value (CLV)
• Upsell and expansion revenue