Customer Success Manager

Be a trusted advocate for your clients. Deliver outcomes that matter.

If you enjoy championing clients, working with a high‑quality, engaged client base and having the autonomy to shape outcomes beyond BAU — this role is built for you.

Champion Customer Experience And Delivery Excellence

We’re looking for a Customer Success Manager to champion the client experience and ensure we meet our commitments across support, client governance, roadmap initiatives and projects.

You’ll set the cadence and communication that ensure our interactions are consistent, proactive and high‑value.

You excel at working with customers and internal teams to translate business needs into clear priorities that guide delivery and strengthen long‑term partnerships.

Why you’ll enjoy this role

• Trusted client advocate – you represent client interests and drive outcomes outside BAU
• Quality client base – mid-sized organisations who value partnership, not just IT support
• Strategic focus – influence roadmaps, priorities and service direction
• Autonomy with support – trusted to lead, backed by a strong delivery team
• Not a sales role – no cold selling, no commissions, no revenue quotas
  
  

What You’ll Be Responsible For

• Acting as the primary point of contact for assigned clients outside BAU
• Running regular client cadence, including monthly check-ins and QBRs
• Leading discussions on service performance, risks and roadmap progress
• Coordinating and driving approved roadmap initiatives with internal teams
• Removing blockers, managing dependencies and keeping delivery on track
• Overseeing service-related commercial, contract and billing matters (no selling)
• Providing service performance insights to Account Managers to support client planning
  
  

You’ll work closely with technical teams, translating client needs into clear priorities, and ensuring clients always know what’s happening — and why.

What You’ll Bring

• 3+ years’ experience in MSP service delivery, customer success or account management
• Strong client-facing communication skills, including presenting to senior stakeholders
• Confidence influencing both technical and non-technical audiences
• Experience working within ITIL-aligned service environments
• Familiarity with Microsoft technologies
• Experience with HaloPSA and/or ScalePad is advantageous
  
  

You’ll thrive here if you

• Care deeply about customers and value organisations that deliver excellent service. You believe technology is a key driver of business success
• Are comfortable managing multiple clients without compromising quality
• Interested in automation, AI-driven tooling or service optimisation
• Enjoy a mix of autonomy, team collaboration and responsibility
• Are curious, commercially aware and improvement focused
  
  

About VISITS

We’re a national Managed IT and Cyber Security Services Provider with our head office on St Kilda Road, Melbourne. Our clients are mid-sized to small organisations – including listed companies, professional services firms and NFPs – who want more than just IT support.

They stay with us because we deliver exceptional business outcomes and standout customer experiences. And we’re growing fast!

Your Perks And Benefits

• Competitive salary (not commission-based) and employee-focused benefits
• Clear career development and personalised training plans
• Flexible working (mix of client sites, office and some WFH)
• Great Melbourne office with food, coffee and strong team culture
• Novated leasing (including EVs), company cars and IT discounts
• Regular social events and optional charity involvement
  
  

Employment Specifics

This is a full-time, permanent role.

You must have a full driver’s licence, must be an Australian Citizen (or have ongoing work rights in Australia) and your employment is subject to completing a Criminal History Clearance Check.

Direct applications only - we are not engaging recruitment agencies for this role.

Please note that we will only be contacting applicants that have been shortlisted.