Customer Success Manager

Vocus Group; Melbourne; Hybrid; AUD 90,000 - 120,000; Full time

Benefits offered by this job

Hybrid working

Career development

Discounts on services

Leave options

Study assistance

Wellbeing programs

Job summary

Vocus Group is seeking a Customer Success Manager in Australia to lead first-line support, drive customer adoption, and renewals. You will work with account owners and care, assurance and delivery teams to maximize value and reduce churn while delivering regular health reporting and lifecycle programs.

You will build strong customer relationships, develop health strategies, and facilitate simplex opportunities, reporting to the State People Leader.

Qualifications

• 3+ years in customer success or service leadership.
• Strong customer communication and empathy.
• Experience with success planning and value realization.
• Ability to adopt analytics and health scoring.
• Opportunity creation and renewal orchestration.
• Experience with churn risk identification and mitigation.

Responsibilities

• Work with sales to implement targeted communication strategies for customers at different lifecycle stages.
• Monitor health indicators and campaigns to refine lifecycle programs and alert sales.
• Distribute customer education content to increase product adoption and satisfaction.
• Support onboarding journeys, usage campaigns, and cross-sell/upsell promotions.
• Assist customers through changes, product lifecycle, and migration projects.
• Collaborate with care, assurance and delivery teams to optimize experiences.
• Gather feedback to inform service and product improvements.
• Coordinate with Marketing, Product and Delivery for cross-functional support.
• Ensure end-to-end service governance for the assigned portfolio.
• Drive timely reporting of progress and outcomes with clients.

Skills

Customer communication

Empathy

Success planning

Value realization

Analytics

Health scoring

Renewal orchestration

Churn risk

Data analysis

Job description

About the role

As Customer Success Manager, you will provide first -line support ensuring customers derive maximum value from Vocus’s services, achieve adoption targets and renew and expand their contracts. Reporting to the Customer Success (State People Leader), this role collaborates with account owners to build and enhance relationships with customers, set and deliver account health strategies, and support customers with account reporting and simplex opportunity facilitation. They also collaborate with care, assurance and delivery teams to drive service improvement opportunities and identify churn risk.

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

• Work with sales team to implement targeted communication strategies for customers appropriate to their lifecycle (new customers, mature accounts, at ‑risk customers), delivering timely and relevant messages and customer reports that maximize engagement and value realisation.
• Monitor customer health indicators (product usage, NPS, support tickets, SLAs) and campaign responses, using data points to refine lifecycle programs and alert the sales team to accounts needing attention.
• Distribute customer education content (newsletters, case studies, how ‑to guides) that help clients derive more value from our solutions, increasing product adoption and customer satisfaction.
• Support customer programs that drive retention and expansion, such as onboarding journeys for new clients, usage stimulation campaigns, cross ‑sell/upsell promotions and loyalty initiatives.
• Supporting customers to facilitate creation of simplex opportunity creation and management of moves adds changes. Work to support customers through change, product lifecycle and migration projects.
• Collaborates with care, assurance and delivery teams to ensure customers’ delivery, service management, incident and change management experiences are optimized.
• Gather customer feedback to inform service and product improvements and innovations.
• Work with the Customer Success (State People Leader) General Manager to ensure you have resources and cross ‑functional support from other departments (Marketing, Product, Delivery) to support customers.
• Assume full accountability for the end -to- end service management governance across the assigned customer portfolio.
• Ensure all customer meetings are conducted in accordance with established protocols and formats and drive the execution of agreed - upon actions and deliver timely reporting on progress and outcomes.
• Champion a customer - centric approach in every support interaction, ensuring that customers feel heard, informed, and supported, which in turn strengthens their trust and loyalty to our services.

What you’ll bring to the role

• Minimum 3+ years’ customer success/service leadership
• Strong experience with Customer communication & empathy
• Experience with success planning & value realization
• Ability to adopt analytics & health scoring
• Opportunity creation & renewal orchestration
• Experience with Risk (churn) identification & mitigation
• Confident with software and data analysis tools

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 to 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.