Customer Service Representative Iii

InComm Payments; Gold Coast City; Remote; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Remote-first Australia

Health and wellbeing allowance

Generous leave policies

Office access for collaboration

Job summary

The Lookout Way is seeking a Customer Success Manager in Australia to guide strategic home care providers through adoption and ongoing value delivery of Lookout, a cloud SaaS platform. You will partner with executives, drive structured success plans, and ensure long-term partnerships across multiple teams.

You’ll act as a trusted advisor, translating feedback into actionable improvements while navigating complex, regulated environments and enabling sustainable outcomes for customers using the

Qualifications

• 5+ years in Customer Success or similar role in SaaS/tech
• Experience managing complex enterprise, multi-stakeholder relationships
• Strong stakeholder management and executive communications

Responsibilities

• Act as primary strategic contact for a portfolio of strategic customers
• Build trusted relationships with senior leaders and executives
• Develop and drive structured success plans and adoption roadmaps
• Monitor customer health through usage and engagement, identify risks/opps
• Collaborate with Sales, Product, Engineering, Solutions and Support
• Maintain CRM records for visibility and continuity

Skills

Stakeholder management

Communication

Analytical thinking

Organization

Problem solving

Tools

HubSpot

Asana

Avoma

Claude

Job description

Customer Success Manager

4001 Central Plaza The Lookout Way

Job Description

About us

Founded in 2020, the team at The Lookout Way set out to transform the delivery of in-home care by blending cutting-edge technology with deep industry insight. Born from firsthand experience with the challenges facing Aged Care providers, we built the only digital care management platform created by care, for care.

Our flagship platform, Lookout, is an all-in-one SaaS solution that empowers providers and their clients with the tools and visibility needed to deliver high-quality, profitable care. With a strong focus on intuitive design, it connects staff, care workers, and clients through personalised interfaces tailored to each user’s role.

About the Role

We’re looking for a highly capable and customer-focused Customer Success Manager to join our team and play a pivotal role in supporting our strategic customers, primarily home care providers, to achieve meaningful, sustained outcomes with the Lookout platform.

In this role, you’ll act as a trusted advisor to operational leaders and executive stakeholders, guiding customers through adoption, change, and long-term transformation. You’ll develop deep expertise in the Lookout platform, helping customers bridge the gap between software capability and real-world operational delivery.

You’ll be responsible for a named portfolio of strategic customers and will work closely with Account Managers, Product, Solutions, Training, and Support teams to ensure they feel supported, informed, and in control throughout their journey with Lookout.

This is a non-sales role focused on support, enablement, and long-term partnerships. Our customers operate in complex and highly regulated environments, so we’re looking for someone who can bring structure to ambiguity, confidently navigate challenging conversations, and provide a calm, organised presence in every interaction.

What you’ll be responsible for:

Customer Success & Relationship Management

• Act as the primary strategic point of contact for a portfolio of strategic customers.
• Build and maintain trusted relationships across multiple stakeholder groups, including senior leaders and executive decision-makers.
• Develop, own and drive structured success plans and adoption roadmaps that deliver measurable customer outcomes.
• Monitor customer health through usage, engagement and operational insights, proactively identifying risks and opportunities.
• Lead conversations around progress, performance, accountability and outcomes with confidence and professionalism.
• Navigate complex or high-stakes situations with a calm, solutions-focused approach.
• Advocate for customers by translating challenges and feedback into actionable insights for internal teams.
• Develop deep expertise in the Lookout platform and its application within aged care and community services.
• Guide customers in embedding Lookout into their operational workflows and day-to-day practices.
• Deliver structured enablement that supports change management and behavioural adoption, rather than simply feature training.
• Help customers prioritise adoption activities and establish achievable plans that drive sustainable progress.
• Support customers in maximising the value they receive from the platform through ongoing guidance and best practice recommendations.

Cross-functional Collaboration

• Partner closely with Sales, Product, Engineering, Solutions, Marketing, Training and Support teams to deliver a coordinated customer experience.
• Lead internal alignment on customer challenges, ensuring issues are progressed and resolved efficiently.
• Maintain accurate and structured records within CRM and Customer Success platforms to ensure visibility and continuity.
• Share customer insights and feedback to help inform product development and continuous improvement initiatives.

Do you have what it takes?

• 5+ years’ experience in Customer Success or a similar customer-facing role within a SaaS or technology environment.
• Previous experience in Customer Support, Onboarding, Implementations or Pre-Sales roles will be highly regarded.
• Strong SaaS product knowledge and a genuine interest in developing deep expertise in the Lookout platform.
• Proven experience managing complex enterprise or multi-stakeholder customer relationships.
• Demonstrated success driving customer adoption and change in environments requiring structure, guidance and hands‑on support.
• Exceptional stakeholder management and communication skills, including experience working with executive-level customers.
• Strong analytical and problem‑solving capabilities, with confidence navigating ambiguity and complexity.
• Highly organised, with the ability to manage multiple customers, priorities and competing demands effectively.
• Comfortable facilitating structured conversations regarding progress, performance and accountability.
• Strong understanding of SaaS delivery models and customer lifecycle management.
• Familiarity with CRM, project management, AI and collaboration tools such as HubSpot, Asana, Avoma and Claude.
• Experience in aged care, home care or community services is highly desirable.
• You are a calm, steady presence who can guide customers through complexity and uncertainty.
• You thrive on bringing structure to complex situations, creating clarity, direction and actionable plans.
• You are confident engaging with stakeholders at all levels, including senior leaders and executives.
• You take ownership and are committed to delivering outcomes, no matter how challenging the situation.
• You are empathetic yet assertive, balancing customer needs with clear recommendations and guidance.
• You are motivated by making a meaningful impact within the Aged Care and NDIS sectors.
• You are proactive, systems-oriented and continually looking for ways to improve customer outcomes and experiences.

What’s in it for you?

The work we do is meaningful, and the problems we solve matter.

• A competitive salary package that reflects your impact.
• Remote-first work from anywhere in Australia, with offices available for face‑to‑face collaboration.
• Annual health and wellbeing allowance.
• Generous leave policies that grow with tenure, plus access to Sonder and parental leave benefits.

Find out more about The Lookout Way here: