Customer Success Manager

Customer Success Manager

Location: Melbourne or Sydney, Australia 

Our client is a fast-scaling New Zealand-based Software company that is revolutionising the global construction industry as they expand into international markets. They are seeking a Customer Success Manager to support their partners across Australia, ensuring an exceptional user experience while driving customer engagement and success.

The Customer Success Manager will be responsible for driving customer engagement by creating and executing customer success plans, while building and maintaining strong relationships. This role focuses on guiding customers throughout their journey — from onboarding to subscription renewal — ensuring they derive maximum value from the solutions provided. The position also advocates for customer needs internally and identifies opportunities for growth and retention.

Key Accountabilities 

• Customer Onboarding and Adoption:

Guide customers through the onboarding process to ensure a seamless experience and help them understand how to leverage value from the platform to achieve their goals.

• Relationship Management:

Develop and nurture strong relationships with key stakeholders within customer organisations. Understand their business objectives, challenges, and opportunities, and proactively identify ways the solutions can address their needs and drive value.

• Account Management:

Regularly engage with customers to assess satisfaction, uncover expansion opportunities, and address any concerns or issues. Collaborate with sales and product teams to identify upsell or cross-sell opportunities for additional features, services, or solutions that align with customer needs.

• Performance Reporting:

Track and analyse leading success indicators and key customer metrics, such as customer satisfaction scores, adoption rates, and retention metrics. Use data-driven insights to assess the effectiveness of customer success strategies, identify areas for improvement, and inform strategic decision-making. Analyse customer usage patterns to extract actionable insights that inform the product team.

• Customer Advocacy:

Identify and nurture customer advocates to promote testimonials, case studies, and referrals. Partner with the marketing team to highlight customer success stories for promotional activities. Serve as the voice of the customer internally, providing valuable feedback to improve products, address concerns, and enhance overall customer experience.

• Retention and Renewals:

Accountable for Net Revenue Retention and Churn metrics, working to maximise customer lifetime value. Monitor customer health metrics, including Customer NPS, satisfaction scores, and platform usage patterns, to proactively identify churn risks and develop strategies for retention. Collaborate with the sales team on contract renewals and identify opportunities for growth.

• Camera Troubleshooting:

Monitor camera health regularly and work closely with customers, operations, and supply teams to arrange installations, relocations, and necessary support.

• Training and Support:

Provide ongoing training and support to help customers optimise their use of products/services and troubleshoot any challenges they encounter.

Requirements

• Must have the legal right to live and work in Australia.

• Excellent communication and interpersonal skills.

• Passion for driving customer success with a genuine desire to help customers achieve their goals.

• Strong desire for growth and career development.

• A customer-focused mindset with strong problem-solving abilities and a proactive approach.

• Ability to build rapport and establish trust with customers and internal stakeholders.

• Previous experience in customer success, account management, or similar roles.

Capabilities 

• Quality: Consistently delivering high standards of work and interactions.

• Communication: Clear, concise, and effective communicator.

• Problem Solving: Comfortable thinking on the spot and simplifying complex situations.

• Adaptability: Thriving in a busy, fast-paced, and ever-changing environment.

• Efficiency: Productive and results-oriented, prioritising what truly matters.

About The Company

Our client is revolutionising project management in the construction sector with cutting-edge timelapse imaging and AI-driven site analytics. Their innovative software solutions empower construction teams to boost efficiency and maintain exceptional oversight on projects worldwide. While firmly established in New Zealand, the company is now expanding its reach into international markets, cementing its reputation as a trailblazing software company.

At the heart of their success lies a workplace culture that values collaboration, curiosity, and growth. They prioritise care and respect—for their team, their clients, and their broader community—fostering an environment where everyone can thrive. This company holds itself to high standards of accountability, encouraging every team member to take ownership, rise to challenges, and deliver excellence.

Working here means joining a team that thrives on innovation and ambition. It’s not just about meeting expectations; it’s about building and achieving something extraordinary. In this role, you’ll be part of an exciting phase of growth, with the opportunity to make a meaningful impact while contributing to a dynamic and fast-paced environment.

If you’re driven by a passion for customer success and want to be part of a company where you can grow, innovate, and succeed, this could be the perfect opportunity for you.