Customer Success Manager
Citation Group
6 days ago
Full-time
On-site
Sydney, New South Wales, Australia
Customer Success Manager – Adoption, Renewal & Expansion
High impact role using your customer relationship skills to carry out a dedicated program of activities for your assigned portfolio of customers.
What’s on offer in this role?
High growth journey with leaders who are 100% supportive
Guaranteed career development as you make your mark
Champion customer value in the world of HR advice and technology
Why join Citation Group?
We have each other’s backs. We’re aligned, communicative, high-performing and proud to work together.
Our Purpose, Vision, Mission and Values are foundational to everything we do. When you join our team, you’ll experience a workplace that values you as an individual and actively engages to bring you ‘into the fold’, contribute to your career growth and set you up for success, in work and life. We don’t do micro-management – we hire grown-ups who are trusted to get stuff done.
When you join Citation Group, you’ll experience what it’s like working for an Employer of Choice – we’ve been named 9 years running. We’re big on flexible working and it’s benefits because we want you to experience work/life harmony. Our office locations are contemporary and created for collaboration, creativity and customer-caring.
We believe you are our ultimate brand ambassador, and we love to reward employees for their contribution; even a trip to Bali – just sayin’! We offer all the Leaves; access up to 12 weeks of paid parental leave, volunteer day leave and no one likes working on their birthday – get an extra day off!
We’re in a big growth phase so if you’re ready to thrive in an environment that thinks big & bold, celebrates wins and delivers on promises – come join us!
Who is Citation Group?
At Citation Group we bring together real-world HR, Safety, Legal and Certification expertise along with adaptable workforce management and payroll technology – helping businesses run with confidence every day.
Our team is excited to be growing fast, dreaming big, and doing good things for businesses across Australia, New Zealand, Canada and the UK. With a UK parent company that is Private Equity backed, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.
Want to know more about us visit our website www.citationgroup.com.au
The Opportunity
This role sits as part of our Customer Success team and reports to our Head of Customer Success.
Your key activities will include:-
Leading proactive customer success strategies that focus on adoption, renewal, and expansion.
Manage a portfolio of customers through the full post-sale lifecycle.
Leverage customer success tools such as Vitally or PlanHat to monitor customer health, track engagement, and identify risk and opportunity signals.
Maintain and update customer records and renewal opportunities in Salesforce.
Act as the customer’s voice internally and collaborate with internal teams to address challenges and influence decisions.
Design and implement processes that enhance the customer experience, retention, and overall satisfaction.
Drive renewal discussions with confidence.
Our Ideal Person
We’re on the hunt for an individual who is highly communicative and passionate about all-things Customer, have a natural flair for collaboration and brings a positive attitude to work each day.
You are a natural rapport builder of relationships.
You love solving complex challenges for customers and translating insights into actions.
You have proven retention and renewal management experience with measurable results in reducing churn and increasing customer lifetime value.
You have a builder's mindset — comfortable working in evolving environments, contributing to process
improvement, and shaping the future of the Customer Success function.
You can handle objections/rejections with ease and see this as just the next hurdle to jump.
Familiarity with subscription, Product or SaaS based business models.
Ideally you will have picked up these skills in a B2B environment where you journeyed alongside customers in all-things Success including adoption, value, retention, renewals and account management.
Next steps?
Hit the Apply button with your updated CV.
Applicants from recruitment agencies will not be considered. Applicants must have valid working rights for Australia on an unrestricted basis.
High impact role using your customer relationship skills to carry out a dedicated program of activities for your assigned portfolio of customers.
What’s on offer in this role?
High growth journey with leaders who are 100% supportive
Guaranteed career development as you make your mark
Champion customer value in the world of HR advice and technology
Why join Citation Group?
We have each other’s backs. We’re aligned, communicative, high-performing and proud to work together.
Our Purpose, Vision, Mission and Values are foundational to everything we do. When you join our team, you’ll experience a workplace that values you as an individual and actively engages to bring you ‘into the fold’, contribute to your career growth and set you up for success, in work and life. We don’t do micro-management – we hire grown-ups who are trusted to get stuff done.
When you join Citation Group, you’ll experience what it’s like working for an Employer of Choice – we’ve been named 9 years running. We’re big on flexible working and it’s benefits because we want you to experience work/life harmony. Our office locations are contemporary and created for collaboration, creativity and customer-caring.
We believe you are our ultimate brand ambassador, and we love to reward employees for their contribution; even a trip to Bali – just sayin’! We offer all the Leaves; access up to 12 weeks of paid parental leave, volunteer day leave and no one likes working on their birthday – get an extra day off!
We’re in a big growth phase so if you’re ready to thrive in an environment that thinks big & bold, celebrates wins and delivers on promises – come join us!
Who is Citation Group?
At Citation Group we bring together real-world HR, Safety, Legal and Certification expertise along with adaptable workforce management and payroll technology – helping businesses run with confidence every day.
Our team is excited to be growing fast, dreaming big, and doing good things for businesses across Australia, New Zealand, Canada and the UK. With a UK parent company that is Private Equity backed, the plan is to triple the size of the business over the next few years through both organic growth and acquisitions.
Want to know more about us visit our website www.citationgroup.com.au
The Opportunity
This role sits as part of our Customer Success team and reports to our Head of Customer Success.
Your key activities will include:-
Leading proactive customer success strategies that focus on adoption, renewal, and expansion.
Manage a portfolio of customers through the full post-sale lifecycle.
Leverage customer success tools such as Vitally or PlanHat to monitor customer health, track engagement, and identify risk and opportunity signals.
Maintain and update customer records and renewal opportunities in Salesforce.
Act as the customer’s voice internally and collaborate with internal teams to address challenges and influence decisions.
Design and implement processes that enhance the customer experience, retention, and overall satisfaction.
Drive renewal discussions with confidence.
Our Ideal Person
We’re on the hunt for an individual who is highly communicative and passionate about all-things Customer, have a natural flair for collaboration and brings a positive attitude to work each day.
You are a natural rapport builder of relationships.
You love solving complex challenges for customers and translating insights into actions.
You have proven retention and renewal management experience with measurable results in reducing churn and increasing customer lifetime value.
You have a builder's mindset — comfortable working in evolving environments, contributing to process
improvement, and shaping the future of the Customer Success function.
You can handle objections/rejections with ease and see this as just the next hurdle to jump.
Familiarity with subscription, Product or SaaS based business models.
Ideally you will have picked up these skills in a B2B environment where you journeyed alongside customers in all-things Success including adoption, value, retention, renewals and account management.
Next steps?
Hit the Apply button with your updated CV.
Applicants from recruitment agencies will not be considered. Applicants must have valid working rights for Australia on an unrestricted basis.