Customer Success Architect – Adoption & Growth

Vocus; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Job summary

Vocus is seeking a Customer Success Manager who will lead first-line support, drive adoption and renewals, and build trusted relationships with customers. You will collaborate with account owners to deliver health strategies and account reporting, ensuring value realization across the customer lifecycle.

Reporting to the State People Leader, you’ll coordinate with care, assurance and delivery teams to optimize service delivery, identify churn risk, and champion a customer-centric approach in

Qualifications

• Australian citizen eligible for NV1 AGSVA security clearance.
• 3+ years in customer success or service leadership.
• Strong customer communication and empathy.
• Experience with success planning and value realization.
• Analytical with health scoring.
• Opportunity creation and renewal orchestration.
• Experience with risk (churn) identification and mitigation.
• Proficient with software and data analysis tools.

Responsibilities

• Collaborate with sales to implement lifecycle communications and customer reports.
• Monitor customer health indicators and alert sales when attention is needed.
• Distribute education content to increase product adoption and satisfaction.
• Support onboarding journeys and usage campaigns to drive retention and expansion.
• Facilitate simplex opportunity creation and manage moves/adds/changes.
• Coordinate with care, assurance and delivery teams to optimize delivery and change management.
• Gather customer feedback to inform improvements and innovations.
• Ensure governance across the assigned customer portfolio and timely reporting on progress and outcomes.

Skills

Customer communication

Empathy

Success planning

Value realization

Analytics

Health scoring

Opportunity renewal

Churn risk mitigation

Data analysis tools

Job description

Vocus is seeking a Customer Success Manager who will lead first-line support, drive adoption and renewals, and build trusted relationships with customers. You will collaborate with account owners to deliver health strategies and account reporting, ensuring value realization across the customer lifecycle.

Reporting to the State People Leader, you’ll coordinate with care, assurance and delivery teams to optimize service delivery, identify churn risk, and champion a customer-centric approach in