Senior Customer Success Manager

About us
Founded in 2020, the team at The Lookout Way set out to transform the delivery of in-home care by blending cutting-edge technology with deep industry insight. Born from firsthand experience with the challenges facing Aged Care providers, we built the only digital care management platform created by care, for care.
Our flagship platform, Lookout, is an all-in-one SaaS solution that empowers providers and their clients with the tools and visibility needed to deliver high-quality, profitable care. With a strong focus on intuitive design, it connects staff, care workers, and clients through personalised interfaces tailored to each user’s role.

About the Role
We’re looking for a highly capable and strategic Senior Customer Success Manager to join our team and play a critical role in supporting our customers—primarily home care providers—to achieve meaningful, sustained outcomes with the Lookout platform.
In this role, you’ll act as a trusted advisor to operational leaders and executive stakeholders, guiding customers through adoption, change, and long-term transformation. You’ll bring structure to complexity, lead with confidence, and ensure customers feel supported, informed, and in control at every stage of their journey.
This is a non-sales role, focused on support, enablement, and long-term partnerships. You’ll work closely with Account Managers, Product, Solutions, Training, and Support teams to deliver a seamless and high-quality customer experience.

What you’ll be responsible for:
Customer Success & Relationship Management

• Build and maintain strong, multi-level relationships, including with senior leaders and executive stakeholders.
  
• Act as the primary strategic point of contact, leading conversations on progress, risks, and outcomes.
  
• Develop and drive structured success plans and adoption roadmaps to ensure customers realise measurable value.
  
• Monitor customer health using usage and engagement insights, identifying risks early and intervening proactively.
  
• Navigate complex or high-pressure situations with calmness and professionalism, providing clarity and direction.
  
• Advocate for customers by translating challenges into actionable insights for internal teams.
  

Platform Expertise & Enablement

• Develop deep expertise in the Lookout platform and its application within aged care and community services.
  
• Guide customers in embedding Lookout into their operations, bridging the gap between technology and real-world delivery.
  
• Deliver structured enablement that supports lasting behavioural change and adoption.
  
• Help customers prioritise and sequence adoption activities to drive sustainable progress.
  

Cross-functional Collaboration

• Partner with Sales, Product, Engineering, Solutions, and Marketing to deliver a coordinated customer experience.
  
• Lead internal alignment on complex customer challenges and ensure timely resolution of issues.
  
• Maintain accurate and structured records in CRM and customer success tools to support visibility and continuity.
  

Do you have what it takes?

• 5+ years’ experience in Customer Success, Account Management, or a similar customer-facing role within SaaS or technology.
  
• Proven experience managing complex, multi-stakeholder customers, including executive-level engagement.
  
• Demonstrated ability to drive adoption and change in structured, high-touch environments.
  
• Strong understanding of SaaS delivery models and customer lifecycle management.
  
• Exceptional stakeholder management, communication, and influencing skills.
  
• High level of organisation, with the ability to manage multiple priorities and customers effectively.
  
• Strong analytical and problem-solving skills, with confidence navigating ambiguity and complexity.
  
• Experience in aged care, home care, or community services is highly desirable.
  
• Familiarity with tools such as HubSpot, Notion, or similar platforms.
  
• Customer-first mindset with a focus on long-term value and outcomes.
  

Your mindset

• You are a calm, steady presence who can guide customers through complexity and uncertainty.
  
• You thrive on creating structure, clarity, and direction where others see ambiguity.
  
• You are confident engaging with senior leaders and executives.
  
• You take ownership and are committed to delivering outcomes, no matter how complex.
  
• You are empathetic yet assertive, balancing customer needs with clear recommendations.
  
• You are motivated by making a meaningful impact in Aged Care and NDIS sectors.
  
• You are proactive, systems-oriented, and always looking for ways to improve.
  

What’s in it for you?
The work we do is meaningful, and the problems we solve matter.
• A competitive salary package that reflects your impact.
• Remote‑first work from anywhere in Australia, with offices available for face‑to‑face collaboration.
• Annual health and wellbeing allowance.
• Generous leave policies that grow with tenure, plus access to Sonder and parental leave benefits.
• After five years with us, a company‑funded trip to Okinawa, Japan — a community that has inspired The Lookout Way.
Find out more about The Lookout Way here:
https://www.thelookoutway.com

How to Apply
If this role sounds like you, please click on the apply button and follow the prompts. We will get in touch if you are shortlisted for this opportunity. Please include your CV and a cover letter telling us a bit about yourself and your suitability for this role within our organisation.
We respectfully request no communication from external agencies or recruiters.