Customer Success Manager

About the Role

Corvanta builds and supports the technology that helps paramedics get to the right place at the right time to provide critical care.

As our Customer Success Manager, you’ll be the person our customers rely on. You’ll own a portfolio of customer accounts, running monthly meetings, managing release communications, and being the first escalation point when things get complicated. You’ll know the health of every account and make sure nothing slips through the cracks.

This role sits between Operations and Sales, ensuring customers are happy with our service, while also helping protect and grow revenue through renewals and identifying expansion opportunities.

The role is offered as an initial 12-month fixed-term contract, with the possibility of conversion to a permanent position.

Your key responsibilities will include:

Account Ownership and Customer Relationship Management

• Own a portfolio of existing customer accounts, acting as the primary point of contact for each relationship.
• Build deep, trusted relationships with key stakeholders and decision-makers across all levels of the customer organisation.
• Lead regular customer check-ins, touchpoints, and monthly Operations meetings to assess health, progress, and upcoming needs.
• Drive on-time renewals and support the commercial process for expansion deals.

Monitoring and Improving Customer Support Processes

• Track and analyse customer interactions, service metrics, and performance data to identify and act on improvement opportunities.
• Implement and maintain efficient escalation procedures to handle complex or time-sensitive issues promptly and effectively.
• Assist with identifying and supporting customer prioritisation of reported issues.

Maintaining Customer Communication and Escalation Protocols

• Act as a primary escalation point for complex customer issues, coordinating resources across departments to resolve issues in a timely manner.
• Establish clear, consistent communication protocols to ensure customers receive timely and transparent updates throughout the support process.
• Champion the voice of the customer internally, channeling feedback and feature requests to the Product and Development teams.

Tracking and Reporting on Performance Metrics

• Monitor KPIs to measure effectiveness, ensuring service levels are met, SLAs maintained, and areas for improvement identified.
• Generate regular reports and insights for senior management, highlighting customer trends, service performance, and potential risks.
• Establish targets for first-contact resolution and response times, setting benchmarks for continuous service enhancement.

Overseeing Product Release Deployments

• Manage the deployment of product releases into customer environments, coordinating closely with relevant teams to ensure accuracy, compliance, and minimal service disruption.
• Provide input on release schedules, considering potential impacts on customer operations, and communicate changes effectively to stakeholders.
• Deliver customer documentation outlining product release, hazard notice, and/or environmental changes as necessary.

Driving Customer Experience and Advocacy Initiatives

• Develop programs to gather and utilise customer feedback, building a continuous feedback loop that informs service improvements and innovation.
• Create and promote customer success stories to reinforce Corvanta’s commitment to high-quality support, enhancing customer trust and brand loyalty.

The simplest way to measure success in the role:

Your customers trust you, your CSAT scores reflect it, your SLAs are consistently met, and your customers renew on time. Customer communications land clearly with no surprises, escalations are resolved quickly, and your accounts are healthier at the end of each quarter than at the start.

What You'll Bring to the Role

You will need to have:

• Minimum 5 years of experience successfully managing customer relationships in a B2B software or enterprise technology environment.
• Demonstrated professional experience in customer-facing or commercial roles.
• Proven track record managing a portfolio of accounts and consistently achieving or exceeding annual business targets.
• Demonstrated ability to lead customer reviews and executive-level conversations with confidence.
• Experience with CRM platforms and Atlassian tools.

It would be great if you had:

• Hands-on experience with Salesforce CRM, including navigating pipeline management, account tracking, activity logging, and reporting.
• Experience with customer success platforms for health scoring and playbook execution.
• Exposure to pre-sales activities, including participation in demonstrations or proposals for prospective customers.
• Experience in a scaling SME software company where processes were still being built and refined.
• Educational qualification in Business, Commerce, IT, or a related discipline (or equivalent practical experience).
• Familiarity with communications and/or routing-based software technology, customer success methodologies, or formal account management frameworks.

Why Corvanta?

With a team who are truly dedicated and passionate about what they do, Corvanta understands the impact ambulance services providers have on people’s lives. In an industry where providing essential health services and excellent care is paramount, it is crucial patients receive the right care, at the right time, at the right place.

Corvanta is part of Modaxo, which brings together 34 brands that solely focus on mission-critical people transportation technology. Corvanta and Modaxo are part of the Constellation Software Group — the largest IT company in Canada, with over 125,000 customers in more than 100 countries across the globe.

Please note: Only applicants with Australian working rights will be considered for this role. You will need to successfully pass an Australian National Police Check if you are successful.