Customer Success Manager

CUSTOMER SUCCESS MANAGER

Location: Sydney, Australia (Hybrid – Tuesday to Thursday in office)

Employment Type: Full-Time

Experience: 4+ Years

Department: Customer Success

Reports To: CEO

BUILD THE FUTURE OF LOGISTICS SOFTWARE

At Transvirtual, we're transforming the logistics industry.

What began as a leading Transport Management System (TMS) is evolving into an AI-native platform spanning Transport Management (TMS), Fleet Management (FMS), and Warehouse Management (WMS). As we enter our next phase of growth, customer success is becoming one of the most important drivers of retention, expansion, and long-term value creation.

We're looking for a commercially driven Customer Success Manager who thrives on building relationships, identifying opportunities, and helping customers achieve measurable outcomes.

You'll own a portfolio of our top 30 strategic accounts while proactively monitoring the broader customer base for risk and growth opportunities. This is not a support role. Your focus is customer outcomes, revenue growth, retention, and strategic account management.

If you enjoy partnering with customers, leveraging AI to work smarter, and turning customer relationships into long-term growth opportunities, we'd love to hear from you.

WHAT YOU'LL BE RESPONSIBLE FOR

STRATEGIC ACCOUNT MANAGEMENT

• Own the commercial health, retention, and growth strategy for your top 30 accounts
• Build trusted relationships with decision-makers and key stakeholders
• Conduct structured business reviews and strategic check-ins
• Develop account plans focused on adoption, expansion, and long-term success
• Act as the voice of the customer, ensuring insights and feedback reach Product and Leadership teams

CUSTOMER RETENTION AND RISK MANAGEMENT

• Monitor customer engagement, platform usage, and support trends
• Identify churn risks before they become business problems
• Proactively engage customers showing signs of disengagement
• Coordinate with internal teams to ensure issues are resolved effectively
• Drive renewal conversations and retention strategies

REVENUE GROWTH

• Identify and execute expansion opportunities within existing accounts
• Drive increased platform adoption and usage growth
• Cross-sell additional products and services where appropriate
• Support referral and advocacy initiatives alongside Marketing
• Surface commercial opportunities and pricing discussions when required

AI-DRIVEN CUSTOMER SUCCESS

• Leverage AI tools and automation to manage your portfolio efficiently
• Use customer intelligence and predictive insights to prioritise actions
• Help shape and improve our internal Customer Success AI platform
• Build scalable processes that improve visibility and customer outcomes
• Ensure customer knowledge is documented and accessible across the business

CROSS-FUNCTIONAL COLLABORATION

• Partner closely with Support, Product, Marketing, and Leadership teams
• Maintain clear ownership boundaries between Customer Success and Support
• Share structured customer insights that influence product direction
• Help create a unified view of customer health across the organisation

WHAT SUCCESS LOOKS LIKE

Within your first year:

• You have a deep understanding of your top accounts and their business goals
• Churn risks are identified and addressed early
• Customers view you as a trusted strategic partner
• Revenue expansion opportunities are consistently identified and converted
• Customer data and account knowledge are captured systematically
• AI and automation help you manage a larger impact than traditional CSM approaches
• Customer retention and growth become predictable, measurable outcomes

WHAT WE'RE LOOKING FOR

ESSENTIAL EXPERIENCE

• 4+ years of experience in Customer Success, Account Management, Client Services, or a similar customer-facing SaaS role
• Proven success growing revenue within existing customer accounts
• Strong understanding of SaaS metrics including ARR, churn, retention, and expansion
• Experience managing strategic customer relationships
• Demonstrated ability to build processes and systems, not just manage relationships
• Excellent communication, stakeholder management, and commercial negotiation skills
• Active user of AI tools, automation, and modern productivity platforms

HIGHLY DESIRABLE

• Experience within Transport, Logistics, Freight, Supply Chain, TMS, WMS, or related industries
• Experience building Customer Success functions, playbooks, or operational frameworks
• Familiarity with Zoho Desk, HubSpot, or similar CRM/customer platforms
• Experience managing referral, advocacy, or customer marketing programs
• Exposure to usage-based or volume-driven commercial models

WHY JOIN TRANSVIRTUAL

• Help shape the future of AI-powered logistics software
• Work directly with the CEO and executive team
• Own meaningful customer relationships and commercial outcomes
• Influence product strategy through customer insight
• Join a growing global SaaS company with operations across ANZ, North America, Asia, and beyond
• Work in a culture that values ownership, transparency, and continuous improvement
• Hybrid Sydney-based role with flexibility and autonomy

ABOUT TRANSVIRTUAL

Transvirtual provides modern logistics management software across Australia, New Zealand, and North America. Our integration ecosystem and customer-centric approach have made us a trusted partner to transport and logistics businesses of all sizes.

We operate globally, with team members across Sydney, Melbourne, Newcastle, China, India, Pakistan, the Philippines, and North America. We share strategy openly, align around clear OKRs, and empower our people to make meaningful contributions that directly impact our customers and business.

If you're excited about combining customer success, commercial growth, and AI-driven ways of working, we'd love to hear from you.