Customer Success Manager

Who We Are

We're an Australian technology innovator specialising in advanced asset management software. Our SaaS platform combines sophisticated modelling, analytics and intuitive user experiences to help organisations unlock the full potential of their assets.

As we continue to grow, we're looking for an experienced Customer Success Manager to join our Sydney-based team and play a key role in helping customers realise measurable value from our solutions.

The Role

Reporting to the Head of Customer Success, you will be the trusted advisor and primary point of contact for a portfolio of customers, guiding them through onboarding, adoption, optimisation, renewal and growth.

You will work closely with Product, Engineering, Data and Sales teams to ensure customers achieve their business objectives, maximise platform adoption and receive an exceptional customer experience.

This is a hybrid role based in Sydney Rhodes Office.

Key Responsibilities

• Build and maintain strong relationships with key customer stakeholders
• Lead customer onboarding, training, implementation and adoption activities
• Guide customers through their asset management maturity journey and help them achieve measurable business outcomes
• Drive customer engagement, satisfaction, retention and renewal outcomes
• Act as a trusted advisor, ensuring customers maximise value from AssetFuture's platform and services
• Troubleshoot customer issues, coordinate resolutions with internal teams and take ownership through to successful completion
• Manage software implementation projects, technology migrations and customer governance activities
• Conduct regular customer reviews, success planning sessions and account health assessments
• Partner with Product, Engineering and Data teams to deliver customer success initiatives and continuous improvement opportunities
• Identify upsell, cross-sell and account growth opportunities within existing customer portfolios
• Develop customer advocates, champions and referenceable client relationships
• Maintain accurate customer records, reporting and documentation
  
  

What You'll Bring

• 3-5 years' experience in Customer Success, Account Management or a similar customer-facing SaaS environment
• Proven ability to manage customer relationships across onboarding, adoption, retention, renewals and growth
• Strong stakeholder management and relationship-building skills
• Commercial acumen with the ability to identify customer growth opportunities
• Strong technical aptitude and confidence learning software platforms
• Experience troubleshooting customer issues and coordinating solutions across multiple teams
• Excellent verbal and written communication skills
• Strong organisational skills with the ability to manage multiple priorities and projects
• Self-motivated, proactive and outcome-focused approach
• Resourceful problem-solving skills, curiosity and a willingness to learn
• Strong attention to detail and accountability
• Proficiency in Microsoft Office Suite (Outlook, Excel, Word and PowerPoint)
  
  

Desirable

• Asset Management knowledge or industry experience
• Experience in software implementations, technology migrations or project delivery
• Exposure to customer onboarding and change management initiatives
• Experience supporting enterprise or government customers
• Experience using CRM and Customer Success platforms
• Exposure to business cases, funding requests or commercial proposals
  
  

Why Join AssetFuture?

• Join a growing Australian technology business
• Work with innovative SaaS solutions that create real customer value
• Collaborative and supportive team culture
• Hybrid working environment in Sydney Rhodes Office
• Opportunity to influence customer outcomes and business growth
• Ongoing learning and career development opportunities
  
  

If you're passionate about customer outcomes, enjoy building long-term relationships and thrive in a fast-paced technology environment, we'd love to hear from you.

Please note: We are only able to consider candidates with full, permanent Australian work rights.