Customer Success Manager

HSI

Customer Success Manager engaging with clients to ensure effective use of HSI products. Managing customer relationships, driving growth, and ensuring retention within a portfolio.

Posted 7/24/2026contractSydney • 🇦🇺 AustraliaJuniorMid-LevelWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in customer engagement strategies, account management, and relationship building to drive retention and growth. Proficient in leveraging technology and data to optimize customer outcomes and support business objectives.

Highest-signal resume keywords

Client Account ManagementCustomer Engagement StrategiesSales ExperienceData Analysis and ReportingProject Management Tools

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Customer Health IndicatorsUpselling Products and ServicesSuccess PlanningAdoption StrategiesCustomer Retention Strategies

Soft Skills

Excellent Communication SkillsProblem-Solving Skills

Tools & Technologies

SalesforceCRM ToolsMS Office ApplicationsProject Management Tools

Industry Keywords

Health and SafetyEmployee WellbeingCustomer AdvocacyStakeholder Engagement

About the role

Key responsibilities & impact

Plan and lead regular customer engagement activities, webinars and scaled customer programs.
Build and maintain relationships with key stakeholders through regular phone, email, digital and face to face engagement.
Understand customer objectives within this portfolio, risks and success measures and align customer engagement strategies accordingly.
Work with customers to ensure they are leveraging HSI products effectively and achieving value from the platform.
Maintain visibility of customer health indicators and proactively identify risks to retention and opportunities for growth.
Efficiently manage time and customer investment across a scaled portfolio to maximise customer outcomes.
Upsell products and services and contribute to account optimisation and business growth.
Contribute to client retention strategies and projects.
Maintain knowledge of contract obligations and renewal requirements.
Develop and execute success planning, adoption strategies and scaled engagement initiatives to improve customer maturity and retention outcomes across this portfolio
Maintain annual retention and growth targets for the managed portfolio.
Leverage scalable engagement motions, including webinars, digital campaigns, group enablement sessions and customer communications, to efficiently support a broad portfolio of customers.
Prioritise customer engagement based on customer health, renewal risk, commercial opportunity and strategic value.
Balance proactive customer outreach with targeted intervention where customers require additional support.
Partner effectively with Support, Implementation, Solution Engineering and Product teams to deliver positive customer outcomes.
Engage specialist teams where technical, implementation or product expertise is required while maintaining ownership of the customer relationship and overall customer experience.
Provide guidance and business context to supporting teams to ensure customer priorities, risks and objectives are clearly understood.
Be a customer advocate while capturing customer feedback and reporting trends and requests to Product Management and Development.

Requirements

What you’ll need

Experience with 2 + years of managing client accounts
Excellent communication and problem-solving skills
Have an interest in technology and master new technology easily
Experience in a Health, Safety and/or Employee Wellbeing role
Experience with data and reporting
Experience with Sales Force software (or similar CRM/Ticketng systems)
Proficient in project management tools, MS Office Applications, experience with CRM tools
Sales experience (upsell)

Benefits

Comp & perks

- Access to a confidential and free EAP Service (Employee Assistance Program)
- Birthday Bonus Day – A day of paid leave for your birthday!
- Access to FlareHR Employee Benefits & Discounts, including Novated Leasing
- Tuition Reimbursement – We are constantly looking to foster development and growth which is why we support eligible employees with education expenses.
- Volunteer Leave – We believe in giving back and supporting activities that serve the community which is why our employee’s are entitled to 16 hours of volunteer leave per year to support causes that align with our mission *‘Connection Workplace Safety, Compliance and Employee Development’*
- Free Skin Checks & Flu Vaccines
- A flexible and hybrid working environment - with free Coffee and Snacks in the office!
- Office Lunch provided monthly
- A collaborative and supportive team-based environment