Customer Success Manager

• 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.

• Build trusted relationships with customer security and IT teams, understanding their priorities, workflows, and success outcomes.
• Create practical technical success plans that help customers adopt the platform, reduce risk, and realise measurable value.
• Identify high-value use cases that make the platform part of everyday security operations.
• Use product usage, engagement, and health indicators to spot adoption gaps, underutilisation, and retention risks early.
• Guide customers through the transition from deployment to active use, accelerating Time-to-Value and reducing handover friction.
• Lead mitigation planning for technical blockers, integration challenges, operational gaps, and customer health risks.
• Bring clear technical health insights into renewal readiness, QBRs, growth discussions, and account strategy.
• Surface technical opportunities that support expansion, upsell, and cross-sell activity in partnership with the Account Executive.
• Champion the voice of technical users by ensuring product feedback, risks, and success requirements are visible internally.

Technical Success Manager

Onboarding Specialist

• Assist business owners and brokers in identifying the most suitable product based on needs and circumstances with expert knowledge on Shift's products.
• Explain key features and benefits of Shift.
• Own the customer onboarding journey, including registration and compliance requirements for onboarding.
• Make credit decisions within authority levels
• Maintain accurate records and systems.
• Answer inbound customer calls as part of a rotating roster within the team.
• Comply with lending guidelines and regulatory obligations.

Client Onboarding Specialist

• Manage and foster strong relationships with aligned clients (typically, 8-12 clients)
• Act as the first escalation point for delivery concerns and new requests
• Partner with the Sales Team and other internal Strada teams in growing existing client revenue and winning new client business
• Ensure adherence to Strada workflow and documentation standards by consultants aligned to the relationship through governance processes and tools such as workflow, hours reports, invoices, audit reports, etc.
• Provide hours reporting to clients to support client's accrual processes, this includes running reports on a weekly basis, following up and resolving all discrepancies with resource hours
• Responsible for invoice approvals and the review of the invoices; follow up with clients to ensure payment and coordinate meetings with accounting in the event of a payment discrepancy
• Create and maintain customer Scorecards as per platform standard practices
• Manage client delivery through coordination with aligned functional and technical Subject Matter Experts
• Identify out of scope tasks; strive to close or complete tasks early or on schedule by maintaining task momentum within internal and client team
• Coordinate and lead internal and/or client-facing meetings needed to prioritize work, deliver tasks, track/report status, address project risks, etc.

Workday Customer Success Lead

• Support, and eventually own, onboarding and implementation for new customers, from kickoff through go-live.
• Coordinate everyone involved — internally and externally — so onboarding steps land on time and nobody's left in the dark.
• Set up customer accounts, software environments, templates, and configurations to meet each customer's specific needs.
• Handle the administrative detail that keeps onboarding on track — data entry, scheduling, follow-ups, and all the unglamorous but necessary bits that come with every project.
• Keep projects on track by capturing meeting notes, sending updates, and following up on next steps and action items.
• Help deliver customer training sessions, and keep our onboarding documentation sharp and up to date.
• Bring your property management or real estate eye to continuous improvement at Kolmeo - share your thoughts on what would turn good into great!

Customer Onboarding Specialist

Customer Retention Specialist

• Strengthen customer relationships through inbound and outbound conversations.
• Uncover lending needs and drive meaningful business outcomes.
• Navigate sales, retention, and margin-focused conversations.
• Work closely with both Proprietary and Third-Party teams.
• Identify referral opportunities and resolve customer needs efficiently.
• Advocate for customers and deliver exceptional experiences.
• Collaborate with teams to achieve business goals.

Customer Retention Consultant

• Develop customer relationships that promote customer retention and loyalty
• Onboard new clients, managing all aspects of the account, user administration and provide product training
• Partner with Enterprise Account Managers to support client renewal, retention and ongoing satisfaction
• Understand Criteria’s strategic and competitive position and be an effective advocate for our product
• Identify, analyze, and remove roadblocks to growth to ensure customer success
• Develop success plans for each client
• Rapidly and efficiently respond to incoming customer support calls and emails
• Provide web-based training and product implementation support
• Proactively manage all customer requests to satisfactory conclusion
• Document all customer interactions in our CRM software
• Drive product improvements and help inform product development initiatives by listening to customer feedback and relaying it to our product development team

Enterprise Customer Success Manager – APAC

• Manage the end-to-end onboarding of new hotel partners
• Set clear expectations, provide training, and ensure full system adoption
• Collaborate with integration and support teams to deliver a fast, smooth go-live
• Act as the main point of contact post-onboarding
• Build trust and strong working relationships with hotel operators and managers
• Monitor customer health and proactively address issues before they escalate
• Proactively gather, track, and analyze customer feedback
• Identify patterns, surface pain points, and advocate for customer needs internally
• Collaborate with Product and Engineering to prioritize improvements based on feedback
• Help document and improve scalable customer success playbooks
• Work cross-functionally to ensure alignment across Sales, Product, Support, and Marketing
• Develop new initiatives and support programs to improve retention and satisfaction
• Ensure customers understand the full value of Sadie and how to use all relevant features
• Identify upsell opportunities or new integrations that add value
• Support expansion and referrals within multi-location groups

Customer Success Manager, Hotels

• Serve as the single point of customer accountability responsible for the delivery of all Signature deliverables, the overall customer experience, and renewal and expansion.
• Coordinate all deliverables the customer is entitled to, overseeing the experience throughout the Signature lifecycle
• Apply the correct processes to address customer needs and ensure value is delivered through the Signature offer.
• Successfully align with and manage both Business and Technical Stakeholders, focusing on aligning Business Value and Technical Goals to the Signature offer.
• Develop and maintain strong relationships at key stakeholder levels, including cultivating executive-level relationships within customer IT and business leadership.
• Partner with more experienced team members to solve complex problems and develop strategic success plans when needed.

• Building trusted, long-term relationships with customers and becoming their primary point of contact.
• Supporting new customers through implementation and onboarding, ensuring they quickly realise value from our platform.
• Delivering training and guidance to help customers get the very best from ECA's products and services.
• Monitoring customer engagement and account health, identifying opportunities to improve adoption and satisfaction.
• Working closely with colleagues to retain customers and support successful renewals.
• Identifying opportunities to introduce additional products and services that add value to customers.
• Sharing customer feedback with internal teams to help shape future product improvements.
• Analysing customer usage and success metrics to identify trends and opportunities for continuous improvement.

Associate Customer Success Manager – Japanese Speaking

• Assist in onboarding new partners by helping them understand Orgvue's support model and setting up the tools and infrastructure they need.
• Coordinate partner-specific Orgvue environments for training, demos, and shared solutions.
• Support regular meetings, feedback sessions, and reporting routines to ensure smooth collaboration.
• Help plan and deliver training sessions for partners on how to use Orgvue for analytics, modelling, and data management.
• Collaborate with internal experts across Product, Advisory, and Technical Account Management to coordinate more advanced training when needed.
• Tailor Orgvue enablement materials and presentations to specific partner objectives or use cases.
• Work with the Alliances and Partner Success teams to track partner progress, performance, and key deliverables.
• Maintain up-to-date records of active projects, usage data, and partner feedback.
• Coordinate communication between partners and internal teams, including Marketing, Product, Legal, and Sales.
• Help identify areas for improvement and contribute ideas to strengthen how Orgvue collaborates with partners.
• Contribute to the continuous improvement of Orgvue's Partner Program through documentation, case studies, and training materials.
• Help capture success stories and best practices for use across the wider partner ecosystem.
• Assist in maintaining standard templates, assets, and reporting tools.

Partner Success Analyst – APAC

• Support the full customer success lifecycle through meeting preparation, documentation, research, stakeholder coordination, and follow-up actions.
• Conduct market, customer, competitor, and industry research to provide insights that support customer engagement and business growth opportunities.
• Prepare briefing papers, presentation decks, meeting materials, and engagement documentation for customer and internal meetings.
• Coordinate proposal and tender activities, including managing timelines, gathering content from stakeholders, and ensuring documentation is complete, compliant, and high quality.
• Prepare performance reports, dashboards, customer reporting packs, and impact narratives to support customer success outcomes.
• Maintain accurate records within Salesforce, including customer activity, contract milestones, compliance requirements, and renewal schedules.
• Support contract governance processes, documentation control, approvals, and administrative workflows.
• Identify and implement process improvements and automation opportunities to enhance team efficiency and effectiveness.
• Collaborate with cross-functional teams including Product, Delivery, Finance, Legal, Operational teams, and External Affairs to ensure successful outcomes.
• Provide operational and administrative support to help maintain strong team rhythms, planning cycles, and stakeholder engagement activities.

Customer Success Coordinator

• Own the post-sale customer lifecycle for a portfolio of strategic enterprise accounts
• Develop and execute Customer Success Plans aligned to customer business priorities
• Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) and strategic governance meetings
• Drive product adoption, utilisation and time-to-value across Thomson Reuters solutions
• Monitor customer health, identify risks early and execute retention strategies
• Partner with Strategic Account Managers to identify expansion, cross-sell and upsell opportunities
• Build trusted executive relationships with customer stakeholders
• Act as the Voice of the Customer across Product, Support, Professional Services and Sales
• Coordinate internal resources to ensure successful delivery and customer outcomes
• Capture customer insights, success metrics and engagement activities within Salesforce
• Develop customer advocates, references and long-term strategic partnerships

Strategic Customer Success Manager

• Align on strategic goals and establish a mutual success plan that serves as a foundation for long-term customer success and shared outcomes.
• Facilitate smooth transitions post-implementation, ensuring KPIs are met and remain relevant throughout the customer journey.
• Build strong relationships by understanding customer needs and conducting regular check-ins to monitor satisfaction and account health, including engagement with senior stakeholders and executive sponsors where appropriate.
• Develop deep expertise in our solutions to create value for customers, delivering best practices, insights, and ROI-focused guidance while highlighting the benefits of new features and updates.
• Demonstrate a commitment to continuous learning and staying current with product innovation, emerging technologies, and AI-driven capabilities.
• Identify and act on upsell and cross-sell opportunities, collaborating with teams to drive renewals, manage challenges, and increase retention.
• Communicate complex ideas effectively to all stakeholders, using active listening and providing regular updates on key initiatives.
• Cultivate customer advocates for testimonials, case studies, and referrals, and streamline feedback for internal teams.
• Leverage data and analytics to track customer goals and drive outcomes, using trends to make data-driven recommendations during reviews.
• Encourage the use of self-service resources, such as knowledge bases, to empower customers and boost satisfaction.

• Driving customer adoption, retention, and satisfaction for assigned book of accounts
• Owning the new customer experience from Sales by leading trainings, driving product adoption, and helping customers achieve their business goals
• Manage the Beyond Training & Certification process for all new customers
• Securing annual subscription renewals and uncovering expansion opportunities
• Performing regularly scheduled meetings with key stakeholders to ensure customer goals are being met
• Training clients on the basics of revenue management and how to effectively use our tool to increase revenue
• Analysing customer performance data and making recommendations to ensure revenue growth
• Proactive  relationship  management  with  accounts  to  maintain  overall  customer  health
• Monitoring and reporting on the health and risk of assigned accounts
• Maintaining a deep understanding of Beyond Pricing’s suite of products
• Managing approximately 40-60 accounts at a time
• Working with cross-functional teams to drive better collaboration and customer experience
• Being the voice of the customer back to our Product organisation, communicate trending customer feedback and ideas

Senior Customer Success Manager

• Support technical onboarding: Assist customers in integrating New Relic within their cloud environments, ensuring they begin to realize platform value.
• Conduct fundamental training sessions: Help develop educational resources and introductory training that explain core functionalities and benefits.
• Monitor and contribute to Mutual Activity Plans: Track customer progress and provide basic insights into observability tool usage.
• Interact with technical stakeholders: Work closely with stakeholders to understand initial goals and align platform use to support their objectives.
• Partner with customers to develop business cases for expansion and quantify solution impacts through regular reporting.
• Present platform capabilities and create new content; provide training to customers for ongoing proficiency.

Associate Technical Success Manager

• Own the onboarding journey from contract close to go-live for customers with complex needs
• Conduct discovery sessions to understand customer workflows, goals, and technical setup
• Lead and manage implementation plans, including timelines, milestones, and stakeholder alignment
• Facilitate data migration, system setup, and integration configurations
• Deliver operational training to ensure confident product usage post-launch
• Provide post-go-live support and smooth handoff to long-term Success Manager
• Build strong relationships as the primary point of contact during onboarding
• Act as the technical escalation point to resolve onboarding-related issues
• Monitor customer onboarding health and engagement metrics to ensure timely progress
• Adapt approach based on customer industry, readiness, and complexity
• Work closely with Sales, Product, Engineering, and Support to meet onboarding goals
• Provide feedback to internal teams to continuously improve onboarding processes and tooling
• Ensure onboarding SLAs are met and documented for internal reporting
• Lead team standups and training - ensuring the team is unblocked and consistently improving their ways of working.
• Serve as an escalation point to unblock team members with their implementation challenges and assist in problem solving.
• Report on team performance and coach the team on achieving their targets.
• Enhance existing onboarding processes and establish best practice ways of working.
• Identify and address any gaps in implementation processes.

Senior Customer Success Manager – Onboarding, Mid-Market/Enterprise

• Onboard new customers across the full suite of products
• Guide customers through the PropertyMe platform
• Create onboarding and training plans tailored to customers
• Conduct check-in calls throughout the onboarding journey
• Respond to support tickets and provide phone/Zoom support
• Assist with data migration support and troubleshooting

Onboarding Consultant – CRM

Implementation Specialist

• Manage ERP implementations end-to-end, from scoping through to go-live.
• Document business processes and client requirements to inform solution design.
• Configure and customise Acumatica to meet client-specific business needs.
• Deliver end-user training to ensure smooth system adoption.
• Develop forms, reports, and customisations tailored to client requirements.
• Collaborate with the development team on data conversions and technical database customisations.
• Provide ongoing consulting services to existing clients post-implementation.

MYOB Acumatica Implementation Consultant

• Serve as the senior customer success leader for the region, accountable for the quality, consistency, and outcome of all customer-facing service activity across deployment and operations
• Ensure SDMs are embedded and effective across all active deployment programs within the region
• Maintain regional oversight of service performance, incident management, ticket resolution, and escalation handling
• Own regional escalation management across all programs, ensuring timely resolution of high-severity incidents and complex service failures
• Provide direction, coaching, and performance oversight to SDMs with a dotted-line relationship to this role
• Coordinate service delivery across all four Lines of Service to ensure seamless, integrated customer outcomes
• Monitor SDM performance against regional standards and intervene where gaps are identified
• Reinforce standardized governance cadence, reporting structures, KPI frameworks, and service improvement methodologies across all programs within the region

Customer Success jobs in Australia

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Customer Success Manager

Technical Success Manager

Client Onboarding Specialist

Workday Customer Success Lead

Customer Onboarding Specialist

Customer Retention Consultant

Enterprise Customer Success Manager – APAC

Customer Success Manager, Hotels

Customer Success Manager

Associate Customer Success Manager – Japanese Speaking

Partner Success Analyst – APAC

Customer Success Coordinator

Strategic Customer Success Manager

Customer Success Manager

Senior Customer Success Manager

Associate Technical Success Manager

Senior Customer Success Manager – Onboarding, Mid-Market/Enterprise

Onboarding Consultant – CRM

MYOB Acumatica Implementation Consultant

Regional Head of Customer Success