SoftwareOne

Job Function

Software & Cloud

The role

We are seeking a motivated and dynamic Customer Success Manager to join our team. In this role, you will manage strategic customer accounts. You will champion the success of our customers by ensuring they achieve their desired outcomes and extract maximum value from our solutions.

As the CSM, you will take ownership of incident management, escalation management, onboarding new clients, conduct periodic service reviews. You will also act as a key liaison between customers and internal stakeholders to align on strategic goals, improve processes, and ensure the consistent delivery of exceptional experiences.

This is a high-impact role that blends operational excellence, and hands-on customer engagement. It offers the opportunity to shape the future of customer success within our organization and drive long-term value for both customers and the company.

• Liaise with customers directly and engage internal teams where required.
• Manage customer expectations, escalation management and suggest continuous improvements.
• Foster a culture of accountability, collabas an escalation point for high-value or complex customer accounts to resolve issues and ensure customer satisfaction.
• Build and maintain strong relationships with key stakeholders at all levels of customer organizations.
• Oversee the onboarding, adoption, and ongoing success of strategic customer accounts.
• Collaborate with Sales, Product, and Support teams to deliver seamless and exceptional customer experience.
• Drive customer renewals and identify expansion opportunities to achieve revenue growth.
• Contribute to key performance indicators (KPIs) to measure customer success outcomes such as customer retention rates and expansion revenue.
• Ensure adherence to service level agreements (SLAs) to maintain consistent, high-quality service delivery.
• Regularly review performance metrics and identify areas for improvement, implementing corrective actions when necessary.
• Maintain detailed documentation on customer engagements and progress in CRM tools.
  • Provide regular updates to leadership on team performance, customer outcomes, and strategic initiatives.

What we need to see from you

• Existing full-time work rights in Australia
• Ability to commute to our Perth office and visit our customers in Perth/WA

Relevant Experience:

• 7+ years of experience in Customer Success or Account Management role
• Relevant tertiary qualifications in business management, customer success, marketing, or related discipline.
• Extensive experience in leading customer success or account management teams, with a proven ability to drive customer satisfaction, retention, and growth.
• Hands-on experience managing customer lifecycles, including onboarding, adoption, and expansion, in a SaaS or technology environment.
• Proven experience implementing customer success strategies and programs, ideally involving customer success metrics such as NPS, CLV, and churn analysis.
• Strong knowledge of customer success methodologies and tools, including CRM platforms like Salesforce, HubSpot, or similar software.
• Experience in managing escalations, resolving customer challenges, and delivering measurable business outcomes.
• Familiarity with SaaS, cloud technologies, and subscription-based business models.
• Excellent skills in program governance, stakeholder engagement, and performance reporting to ensure alignment with business and customer goals.

Skills Requirement:

• Proven experience in managing or leading customer success or account management teams.
• Strong ability to inspire, mentor, and work with high-performing teams.
• Deep understanding of customer success principles, including onboarding, adoption, retention, and expansion strategies.
• Proven ability to manage high-value customer accounts and build long-term relationships with stakeholders.
• Experience with customer success metrics, such as Net Promoter Score (NPS), Customer Lifetime Value (CLV), and churn rates.
• Skilled in handling escalations and resolving customer issues to drive satisfaction and loyalty.
• Exceptional verbal and written communication skills, with the ability to convey complex concepts clearly and concisely.
• Skilled in stakeholder engagement and cross-functional collaboration to align on customer goals and drive outcomes.
• Ability to advocate effectively for customer needs internally and externally.
• Strong problem-solving skills with a proactive and results-oriented approach.
• High emotional intelligence (EQ) to navigate complex customer relationships and manage team dynamics.
• A commitment to continuous learning and staying up to date with industry trends and best practices.
• Excellent presentation skills.
• Strong problem-solving and decision-making skills.

Why SoftwareOne?

Discover the heartbeat of SoftwareOne! Our 7 core values aren't just words – they're the beating heart of our company culture. Join us in a journey that unveils the essence of how we work, connect, and succeed. Watch the video to dive deep into the values shaping our everyday interactions, customer relations, and team spirit.

Please note that SoftwareOne does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement (Job-Specific per our global standard) with the agency/recruiter, SoftwareOne will not consider or agree to payment of any referral compensation or recruiter fee.