Customer Success Manager

So, who is Reckon?

We’re a modern tech company that helps people and businesses change the way they operate – for the better. Our mission? To create technology that helps turn ambition into accomplishment.

We specialise in software, but we’re also more than just a technology company. Our experienced people, services and solutions provide businesses, accountants and lawyers with the tools and support they need to be successful.

Make a difference – so, what is the role?

The Customer Success Manager is responsible for driving customer retention, growth, and satisfaction across assigned accounts. This role builds strong, long-term client relationships while ensuring customers successfully adopt and maximise the value of Reckon products.

The role combines account management, onboarding, training, and commercial growth, working closely with internal teams to deliver a seamless customer experience and identify opportunities to increase revenue.

Key Responsibilities

Onboarding and Adoption

• Lead onboarding programs to ensure successful product implementation
• Deliver product demonstrations via webinars, virtual sessions, or in-person meetings
• Drive product adoption through ongoing engagement and education

Customer Growth and Retention

• Manage a portfolio of accounts to drive retention, expansion, and revenue growth in line with company targets
• Identify upsell and cross-sell opportunities that enhance customer value and increase revenue
• Monitor customer health and proactively manage churn risks

Account Management and Engagement

• Develop and execute structured account engagement plans
• Build strong relationships with key customer stakeholders
• Act as the primary point of contact for customer queries, issues, and escalations

Training and Enablement

• Design and deliver customer training programs across multiple channels
• Develop and maintain training materials, including documentation, tutorials, and knowledge base content
• Deliver internal and external training to ensure product knowledge is consistently high

Customer Advocacy and Feedback

• Act as the voice of the customer internally
• Gather customer insights and feedback and collaborate with Product and Development teams to influence improvements
• Keep customers informed about new features and product updates

Collaboration and Business Development

• Partner closely with Business Development Managers to identify and progress growth opportunities
• Support sales efforts through product expertise and customer insights
• Contribute to the development of new services, products, and channels

Reporting and Performance Management

• Maintain accurate account data in CRM systems
• Track account activity, pipeline, and performance against targets
• Provide regular reporting on revenue, engagement, and customer trends
• Forecast account growth and ensure targets are met

Issue Resolution

• Manage customer complaints and escalations effectively, ensuring timely resolution
• Take ownership of customer outcomes and deliver solutions that maintain trust

Skills and Experience

Required

• Proven experience in Customer Success, Account Management, or Business Development
• Strong presentation and communication skills, with experience delivering training or workshops
• Demonstrated ability to drive customer engagement, retention, and revenue growth
• Excellent stakeholder management and relationship-building skills
• Strong organisational and time management skills with high attention to detail
• Experience working with CRM systems and managing customer data
• Willingness to travel as required

Desirable

• Experience in accounting, bookkeeping, or financial software environments
• Experience designing and delivering structured training programs
• Familiarity with SaaS customer lifecycle and success metrics
• Ability to train large groups and embed learning effectively

Success Measures

• Customer retention and churn reduction
• Account growth and revenue expansion
• Product adoption and customer engagement levels
• Customer satisfaction and advocacy
• Accuracy and quality of CRM data and reporting

Benefits

• Wellbeing activities throughout the year from painting classes to R U OK initiatives
• Paid parental leave, life leave and study leave
• Social committee running events all year round and social clubs to bond with people with similar interests
• Free counselling services through our Employee Assistance Program
• LinkedIn learning available to all employees with access to over 16,000 courses
• Coaching and mentoring program to excel your career
• Recognition tool open to all employees to nominate great work
• Future leaders and innovation squad known as ‘Thinktank’ open to all employees
• Ability to work fully remote from anywhere in Australia
• Fully stocked kitchens
• Work from home 3 days per week and flexible work hours
• Recently renovated office with plants throughout

Do what you love. Love what you do. Creating the best place to work!

We believe in everyone’s right to be successful in their careers.

That’s why we focus on creating a unique and enjoyable working environment because we believe in inclusivity, fairness, and trust. Living and breathing these values is fundamental to our open-door policy, allowing people to thrive personally and professionally.

We’re not just interested in what you know, but also who you are, where you’re from, what you love and where you want to go.

We also know that Reckon probably won’t be your final career destination. But we want our culture to create and foster exceptional people, helping them get to their next stop.

We’re proud of our collaborative, inclusive, and vibrant culture. We take care of ourselves, our teams, our customers, and our community.