Customer Success Manager

Macquarie Technology Group

Customer Success Manager helping Australian cloud customers realize long-term value from technology investments. Building trusted relationships and ensuring exceptional customer experiences while managing a portfolio.

Posted 6/24/2026full-timeSydney • 🇦🇺 AustraliaMid-LevelSeniorWebsite

Tech Stack

Tools & technologies

Cloud

About the role

Key responsibilities & impact

Own customer retention, renewal and long-term success across your portfolio.
Develop and execute customer success plans aligned to customer goals and business outcomes.
Build trusted relationships with executive sponsors, economic buyers and technical stakeholders.
Lead regular business reviews, health checks and strategic customer conversations.
Drive customer onboarding, enablement and adoption programs.
Monitor customer health, usage trends and risk indicators to proactively minimise churn.
Identify opportunities for product adoption, account growth and cross-sell opportunities.
Partner with Sales, Product, Service Delivery and Technical teams to advocate for customer needs.
Act as the voice of the customer internally to influence service improvements and product enhancements.
Maintain accurate customer health, engagement and renewal data within CRM platforms.
Resolve commercial issues, escalations and customer challenges quickly and effectively.
Deliver exceptional customer experiences that create advocates for our brand.

Requirements

What you’ll need

3+ years’ experience in Customer Success, Account Management or a related customer-facing role within cloud, SaaS, technology or managed services environments.
Proven experience managing customer portfolios, driving retention, renewals and long-term customer success.
Ability to build trusted relationships with executive sponsors, economic buyers and senior stakeholders.
Customer-obsessed with a passion for delivering exceptional experiences and measurable outcomes.
Commercially minded with the ability to identify growth opportunities and protect revenue.
Proactive, curious and solutions-focused.
Exceptional communication, relationship-building and stakeholder management skills.
Strong problem-solving abilities, including managing customer escalations and resolving complex issues.
Highly organised with the ability to manage multiple customers, priorities and competing deadlines.
Experience using CRM, customer success and reporting platforms to drive customer engagement and insights.
Relevant qualifications in Business, IT or related disciplines, and Customer Success certifications are highly regarded.

Benefits

Comp & perks

Australia's #1 Great Place To Work in Technology, 2026.
Australia's #1 Great Place to Work 2025 for the second year running!
Great Place to Work Certified 2023, 2024 and 2025.
Global Winner of the 2026 Gallup Exceptional Workplace Award!
#1 Managed Services Cloud business in Australia.
Highest Net Promoter Score on the ASX.
You’ll make an impact: Enjoy being part of a driven team with a collaborative culture that values decision-makers and action.
We Invest in you: Accelerate your career through learning and development opportunities.

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

customer successaccount managementcustomer retentioncustomer onboardingproduct adoptioncross-sellproblem-solvingdata managementreporting

Soft Skills

relationship-buildingcommunicationstakeholder managementproactivecurioussolutions-focusedcommercially mindedhighly organisedcustomer-obsessed

Certifications

Customer Success certificationsqualifications in Businessqualifications in IT