Client Success Leader: Elevate Service Quality

EBPearls Pty Ltd; New South Wales; On-site; AUD 90,000 - 120,000; Full time

Job summary

EB Pearls, an Australian digital product partner, seeks a Customer Service Manager to own the client experience across Delivery Pods, setting standards and coaching teams to ensure high-quality service. You will work with UX/UI Designers, Engineering Managers, Developers and Product Analysts to keep clients informed and confident throughout delivery.

The role focuses on leadership, structured processes, and coaching to deliver predictable outcomes, with clear SLAs and continuous improvement

Qualifications

• Proven experience managing or leading a customer service/success team (3+ years preferred)
• Strong track record resolving escalations and turning unhappy clients into advocates
• Confidence coaching people, setting standards and holding a team accountable
• Understanding of digital product delivery (UX/UI, dev handoffs) — training provided
• Comfort using tools such as JIRA, HubSpot and Google Workspace

Responsibilities

• Lead and develop the Customer Success team
• Set and monitor service standards, response times, and escalation paths
• Own client satisfaction — track feedback, resolve complaints and close the loop
• Review and approve client-facing communications and deliverables
• Build and refine service processes, playbooks, and SLAs
• Monitor project and account health across the team's portfolio
• Track team performance and service metrics using JIRA and HubSpot
• Partner with design, engineering, and delivery leads to keep handoffs clean and client expectations aligned
• Report on service quality trends and recommend improvements

Skills

Team leadership

Customer service

Escalation management

Coaching

Process improvement

JIRA

HubSpot

Google Workspace

Communication

Stakeholder management

Tools

JIRA

HubSpot

Google Workspace

Job description

EB Pearls, an Australian digital product partner, seeks a Customer Service Manager to own the client experience across Delivery Pods, setting standards and coaching teams to ensure high-quality service. You will work with UX/UI Designers, Engineering Managers, Developers and Product Analysts to keep clients informed and confident throughout delivery.

The role focuses on leadership, structured processes, and coaching to deliver predictable outcomes, with clear SLAs and continuous improvement