Customer Success Manager

Vocus; Canberra; Hybrid; AUD 110,000 - 160,000; Full time

Benefits offered by this job

Flexible hours

Hybrid working environment

Employee discounts on services

Extensive leave options

Study assistance programs

Wellbeing initiatives

Job summary

Vocus is seeking a Customer Success Manager to lead delivery and governance for a major Federal Government account. You will act as the primary operational liaison, coordinating with customers, internal teams and external partners to ensure service excellence and contractual alignment.

Ideal candidates have 5+ years in customer success, ITIL familiarity, strong communication and stakeholder management. The role is hybrid in Canberra with flexible hours and opportunities to influence outcomes

Qualifications

• Minimum 5+ years’ experience in a customer success or similar role.
• Strong ITIL-aligned service management practices.
• Excellent customer communication and empathy.
• Stakeholder and vendor engagement experience.

Responsibilities

• Act as the primary operational point of contact for the customer account, building partnerships with key stakeholders.
• Monitor service performance, SLAs, and network availability metrics and address issues proactively.
• Coordinate with technical support, network operations, service delivery, partners, and billing to resolve escalations.
• Lead incident management and coordinate post-incident reports.
• Prepare periodic service performance reports and provide actionable SLA insights.
• Analyse service trends and identify opportunities for performance improvement.
• Attend internal governance meetings and ensure reporting obligations are met.
• Drive agreed actions and provide timely updates on outcomes and results.

Skills

Customer success

ITIL

Stakeholder engagement

Vendor management

Data analysis

Communication

Job description

Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?

We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!

The Opportunity

The Customer Success Manager (CSM) is responsible for the successful delivery, governance, and continual improvement of services provided to one of Vocus' key Federal Government accounts. Acting as a primary operational liaison between Vocus and the customer, the CSM works closely with account stakeholders and cross-functional teams, both within Vocus and across external partners, to ensure efficient delivery of customer outcomes. The role is focused on maintaining strong customer relationships, driving service excellence, managing operational risks, and ensuring service performance is aligned with contractual obligations, business objectives, and customer expectations.

The role requires strong service management expertise, customer engagement skills, and the ability to coordinate multiple operational teams, vendors, and stakeholders to achieve excellent customer outcomes.

Requirement -

• The candidate must be an Australian Citizen and be eligible to undergo NV1 AGSVA security clearance.

What You'll Be Doing In The Role

• Act as the primary operational point of contact for the customer account, building strong, trusted partnerships with key stakeholders.
• Monitor service performance, SLAs, and network availability metrics, proactively addressing issues before they impact the customer.
• Act as the customer's advocate within Vocus, coordinating with technical support, network operations, service delivery, third party delivery partners, and billing teams to resolve any escalations efficiently.
• Provide lead on major incident management activities and customer communications, coordinate root cause analysis and post-incident reports.
• Prepare periodic service performance reports and providing actionable insights into our performance against contracted Service Levels (SLAs).
• Monitor service levels, analyse service trends and identify opportunities for performance improvement.
• Attend all internal customer operational meetings as required, including incident management forums, Change Advisory Board (CAB) meetings, vendor stand-ups, and other operational governance activities relevant to the delivery of services.
• Ensure all contractual reporting obligations on critical deliverables are completed in accordance with customer and management requirements, adhering to established governance frameworks, reporting standards, and agreed formats.
• Drive the execution of agreed actions, monitor progress, and provide timely, accurate updates on outcomes and key achievements.

What You'll Bring To The Role

The following knowledge, experience, capabilities, qualifications, and attributes are essential for success in this role.

• Minimum 5+ years’ experience in a customer success or a similar customer facing role; experience in telecommunications, or managed services with exposure to Federal Government will be highly regarded,
• Strong understanding of ITIL-aligned service management practices.
• Customer communication & empathy: Proficient
• Stakeholder & vendor engagement: Proficient
• Success planning & value realization & continuous improvement: Working
• ITIL Service Management: Working
• Risk identification & mitigation: Working
• Software and data analysis tools: Working

What We Offer

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

• Diverse and dynamic teams with a supportive and inclusive culture.
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
• Flexible hours and a hybrid working environment
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
• Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
• Study assistance programs to excel your personal growth, learning and development.
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

About Us

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.

Ready to take the next step?

If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you – back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.

If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.