Customer Success Lead & Service Quality Advocate

BlueScale; Sydney; On-site; AUD 90,000 - 130,000; Full time

Job summary

Bluescale, a Sydney-based MSP, is seeking a meticulous Customer Success Manager to act as the voice of customers and champion service quality across managed services. You will review performance, validate data accuracy, identify risks, and drive continuous improvement while collaborating with Service Desk, Projects, Security, and Leadership teams to ensure value delivery.

You will oversee onboarding, reporting, and governance, ensure SLAs are met, and help customers adopt new technologies and

Qualifications

• Experience in a Customer Success/Service Delivery role.
• Strong analytical and problem-solving skills.
• Excellent customer communication and relationship management.
• Advanced Excel and reporting skills.

Responsibilities

• Act as the primary customer advocate within Bluescale.
• Conduct regular customer reviews and health checks.
• Ensure contracted services are delivered correctly and consistently.
• Validate environments align with standards and service plans.
• Monitor customer satisfaction and address concerns proactively.
• Coordinate service improvement initiatives across internal teams.
• Review service delivery reports for accuracy and completeness.
• Validate devices, users, licensing, backups, security controls, and monitoring against requirements.
• Perform regular customer data audits and identify discrepancies.
• Maintain customer success plans and action registers.
• Support onboarding and service transitions.
• Communicate service insights and recommendations to stakeholders.

Skills

Customer-centric

Analytical skills

Data validation

Excel & reporting

Communication

Tools

Autotask

HaloPSA

Kaseya

NinjaOne

ConnectWise

Job description

Bluescale, a Sydney-based MSP, is seeking a meticulous Customer Success Manager to act as the voice of customers and champion service quality across managed services. You will review performance, validate data accuracy, identify risks, and drive continuous improvement while collaborating with Service Desk, Projects, Security, and Leadership teams to ensure value delivery.

You will oversee onboarding, reporting, and governance, ensure SLAs are met, and help customers adopt new technologies and