Associate Customer Success Manager

Vistar Media; Sydney; Sur place; AUD 90 000 - 120 000; Plein temps

Avantages offerts par ce poste

Flexible, supportive culture

Competitive benefits

Résumé du poste

Vistar Media is seeking an Associate Customer Success Manager (Sydney) to be a key operations and customer-facing resource in Australia and New Zealand. You’ll handle onboarding, ongoing adoption and retention, partnering with Client Services, Product, Engineering and Enterprise Sales to ensure a positive customer experience across the lifecycle.

You will work with Enterprise SaaS customers, coordinate go-lives, troubleshoot issues, and help expand the relationship through retention and

Qualifications

• 3-5+ years of experience supporting, implementing or managing enterprise SaaS or B2B software customers.
• Strong problem-solving skills and ability to translate technical issues into clear customer communications.
• Experience deploying and supporting software products, including integrations and user-facing applications.

Responsabilités

• Manage operational customer relationships for Enterprise SaaS customers in Australia and New Zealand.
• Coordinate customer onboarding and go-live through training and handoffs.
• Act as first line of support for platform issues and communicate solutions.
• Collaborate with Product and Engineering to document and prioritize issues.
• Support product adoption, gather customer feedback and identify retention/expansion opportunities.
• Develop training materials and self-service resources.
• Assist with testing new features and workflows for customer impact.

Connaissances

Enterprise SaaS support

Customer communication

Project management

API troubleshooting

Cross-functional collaboration

Outils

Postman

HTML/JavaScript/SQL

Description du poste

Vistar Media is the home of out-of-home (OOH). As a global ad tech company and the world's largest digital out-of-home (DOOH) advertising marketplace, we offer technology designed to make buying and selling OOH media easier. Our goal is simple: to help the world's marketers leverage OOH's unique ability to motivate and delight.

From strategic partnerships with major media owner networks to executing impactful campaigns with renowned global brands such as Nestlé, Porsche, Target, and Levi's, our team is filled with passionate, innovative, and collaborative problem solvers, engaging and entertaining consumers like you in the real world. Find your home in out-of-home - find your people at Vistar.

As of January 2025, Vistar Media was acquired by T-Mobile and is now part of T-Mobile Advertising Solutions. By combining our DOOH expertise with T-Mobile’s unique customer insights and expansive omnichannel capabilities, we’re creating new opportunities to innovate at scale and make a meaningful impact on the future of out-of-home media.

Intro:

You might not realize it, but digital out-of-home is all around you, from the billboards in Shibuya Crossing to screens at transport hubs, retail stores, elevators, electric vehicle charging stations and everything in between. Our mission is to power that global digital signage ecosystem. We've built software solutions that can run entire signage networks and an end-to-end marketplace for programmatic advertising exclusively for digital out-of-home.

About us:

Vistar Media is a rapidly growing global software and advertising technology company. In addition to our industry-leading technology, we're proud of the positive, supportive culture we've built. We're scaling our teams globally; join us!

About the role:

The T-Ads Associate Customer Success Manager (Sydney) will be a key operational and customer-facing resource in Australia and New Zealand. This role combines enterprise technical support, customer success, onboarding and operational coordination. You will work closely with customers throughout their lifecycle, from implementation and go-live through adoption, ongoing operations and retention, while partnering with Vistar's Client Services, Product, Engineering and Enterprise Sales teams to ensure a positive customer experience.

What you'll do:

• Help manage the operational customer relationship for Vistar's Enterprise SaaS customers in Australia and New Zealand and act as the primary local point of contact after contract signature.
• Coordinate customer onboarding and implementation from project kickoff through go-live, including timelines, customer readiness, training and internal handoffs.
• Act as the first line of support for Enterprise platform issues, investigate and reproduce problems, and communicate clear solutions or workarounds to customers and internal teams.
• Partner with Product and Engineering to escape customer issues, ensuring they are accurately documented, prioritized and communicated through resolution
• Work with the APAC Enterprise team to support product adoption, gather customer feedback, identify retention risk and expansion opportunities and participate in business reviews.
• Identify customer knowledge gaps and contribute to the development of training materials, product documentation and self-service resources.
• Assist with testing significant new features and workflows before release with particular attention to customer impact and local market requirements.
• Maintain accurate customer records, support cases, onboarding plans, health information and operational documentation in Vistar's designated systems.

What experience we're looking for:

• 3-5+ years of experience supporting, implementing or managing enterprise SaaS or B2B software customers.
• Experience in customer success, technical support, software implementation or a similar customer-facing operational role.
• Strong problem-solving skills and the ability to translate technical issues into clear customer communications.
• Experience deploying and supporting software products, including integrations and user-facing applications.
• Comfort troubleshooting APIs and web-based software; experience with Postman, command-line tools, HTML, JavaScript or SQL is a plus.
• Strong organizational and project-management skills, with the ability to manage multiple customers, priorities and stakeholders.
• Experience in digital out-of-home, advertising technology, digital signage or media operations is preferred but not required.

Who you are:

• Customer-focused and passionate about helping customers achieve successful outcomes.
• Technically curious, analytical and comfortable investigating unfamiliar problems.
• Highly organized, proactive and able to take ownership from initial issue or project through resolution.
• A clear communicator who can build trusted relationships across customers and internal teams.
• Commercially aware and able to recognize customer risks and growth opportunities.
• Calm under pressure, collaborative and comfortable working across time zones in a global organization.
• Excited to support and grow Vistar's enterprise business in Australia and New Zealand and contribute to a positive team culture.

What we offer:

• Flexible, supportive and fast-growing global company culture.
• The opportunity to build Vistar's operational and customer success presence in Japan.
• Direct collaboration with regional and global Operations, Product, Engineering and Enterprise teams.
• Competitive compensation and company benefits, which vary by region.