Senior Customer Success Manager

Role Overview

The Senior Customer Success Manager will partner with valued customers, acting as a trusted advisor and advocate throughout their journey. The role will work closely with Customer Success, Delivery, and Commercial teams to ensure customer initiatives are delivered successfully while fostering positive relationships, continuous improvement, and a customer-first approach.

What You Will Do

The Senior Customer Success Manager will build and maintain trusted relationships with customers, becoming a key point of contact and advisor. They will work with internal stakeholders to coordinate customer onboarding, implementation, and ongoing success initiatives.

Why It Might Be a Fit

The role requires demonstrated experience building strong customer and stakeholder relationships, strong problem-solving skills, and the ability to balance strategic thinking with hands-on execution. The ideal candidate will have experience managing complex customer engagements and cross-functional initiatives.

Requirements

• Demonstrated experience building strong customer and stakeholder relationships at all levels, including senior leaders and executives
• Strong problem-solving skills and the ability to navigate complex situations with confidence and empathy
• The ability to balance strategic thinking with hands-on execution
• Experience managing complex customer engagements and cross-functional initiatives
• Strong communication, facilitation, and presentation skills
• Adaptability, curiosity, and a continuous improvement mindset
• Experience in Customer Success, Service Delivery, Operations, Telecommunications, or Technology environments
• Understanding of telecommunications industry practices, including Number Portability, NBN, Fibre, or Ethernet services (advantageous but not essential)
• Knowledge of industry and regulatory frameworks
• Understanding of workforce management or operational management practices is desirable
• Telecommunications and/or IT operational management experience preferred

Benefits

• 26 weeks paid parental leave for permanent employees, for both primary and secondary caregivers (in addition to any government-paid leave)
• Discounted internet up to the value of $109 per month
• 20% off Mobile services
• Fitness Passport for access to multiple gyms and pools across Australia
• Flexible working arrangements
• Employee Assistance Program (EAP)
• Discounts with Specsavers, HCF, and many more
• Monthly rewards and recognition
• Internal training and development resources to support your career growth
• Yearly Aussie merch allowance