Customer Success Manager

Protecht Group; Australia; À distance; AUD 90 000 - 130 000; Plein temps

Résumé du poste

Protecht Group is seeking a Customer Success Manager in Australia to own a portfolio of customers, drive adoption, and ensure ongoing value from Protecht solutions. You will partner with Sales, Product and Support to deliver seamless customer experiences and realise ROI.

You will build strong relationships, interpret customer insights, and proactively manage accounts to support retention and growth in a fast-moving SaaS environment.

Qualifications

• Proven experience in Customer Success, Account Management, or a similar customer facing role.
• Strong relationship building and stakeholder management skills.
• Commercially minded, with experience driving retention, adoption, and growth.
• Data driven, with the ability to interpret customer insights and translate them into action.
• Highly organised and able to manage multiple accounts and priorities.
• Proactive, solutions focused, and customer obsessed mindset.
• Experience working with complex SaaS solutions, technology products, or B2B environments.
• Experience using CRM or customer success platforms.

Responsabilités

• Own and manage a portfolio of customers, acting as their trusted advisor and primary point of contact.
• Build strong, long term relationships by understanding customer objectives and aligning solutions to their needs.
• Drive product adoption, engagement, and value realisation through proactive customer success strategies.
• Partner with Account Managers to identify and support growth and expansion opportunities.
• Deliver regular business reviews, insights, and reporting to demonstrate impact and ROI.
• Act as the voice of the customer, feeding insights back to Product and internal teams.
• Collaborate cross functionally to resolve issues and continuously improve the customer experience.
• Support customer user groups and webinars.

Connaissances

Customer Success

Account Management

Relationship Building

Data-driven

Organisation

Proactive

SaaS / B2B experience

CRM platforms

Outils

CRM platforms

Description du poste

About Protecht

At Protecht, we're transforming the way organisations understand and manage risk. Our work helps build safer workplaces, better decision making, and more resilient communities.

With rapid growth across APAC, the UK, and North America, and recognition as a Great Place to Work® for four consecutive years, we're proud of the culture we've built, one grounded in trust, flexibility, and continuous learning. Our people are empowered to do their best work while growing their careers.

About the Role

We're looking for a Customer Success Manager to join our growing team and play a key role in delivering outstanding customer outcomes.

You’ll own a portfolio of customers, working closely with them to understand their goals, drive adoption, and ensure they realise ongoing value from our solutions. This is a highly collaborative role where you’ll partner with Sales, Product, and Support teams to create seamless and meaningful customer experiences.

Key Responsibilities

• Own and manage a portfolio of customers, acting as their trusted advisor and primary point of contact.
• Build strong, long term relationships by understanding customer objectives and aligning solutions to their needs.
• Drive product adoption, engagement, and value realisation through proactive customer success strategies.
• Partner with Account Managers to identify and support growth and expansion opportunities.
• Deliver regular business reviews, insights, and reporting to demonstrate impact and ROI.
• Act as the voice of the customer, feeding insights back to Product and internal teams.
• Collaborate cross functionally to resolve issues and continuously improve the customer experience.
• Support customer user groups and webinars.

About You

Essential Skills & Experience

• Proven experience in Customer Success, Account Management, or a similar customer facing role.
• Strong relationship building and stakeholder management skills.
• Commercially minded, with experience driving retention, adoption, and growth.
• Data driven, with the ability to interpret customer insights and translate them into action.
• Highly organised and able to manage multiple accounts and priorities.
• Proactive, solutions focused, and customer obsessed mindset.
• Experience working with complex SaaS solutions, technology products, or B2B environments.
• Experience using CRM or customer success platforms.

Bonus Points

• Familiarity with platforms such as Gainsight, Planhat, ChurnZero, or HubSpot.
• Experience managing enterprise or complex customer portfolios.
• Understanding of customer success frameworks and industry best practices.

Why Join Protecht?

• Certified Great Place to Work® (4 years running).
• Flexible, supportive, and inclusive work environment.
• Opportunity to work on a globally used, purpose driven product.
• A culture that supports growth, learning, and career progression.