Customer Success Manager

Vocus Navy; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Vocus Navy in Melbourne seeks a Customer Success Manager who will ensure customers derive maximum value from our services, achieve adoption targets and renew and expand contracts. You will collaborate with account owners and cross-functional teams to drive account health, reporting and opportunities, while focusing on churn risk reduction and service excellence.

You will work with sales, care and delivery teams to optimize customer journeys, deliver timely reports and enable smooth migrations,

Qualifications

• 3+ years’ customer success leadership experience.
• Strong experience with customer communication and empathy.
• Experience with success planning and value realization.
• Ability to adopt analytics and health scoring.

Responsibilities

• Work with sales to implement targeted communication strategies for customers.
• Monitor customer health indicators and campaign responses to refine programmes.
• Distribute customer education content to increase product adoption and satisfaction.
• Support onboarding journeys, renewal and expansion campaigns, and loyalty initiatives.
• Collaborate with care, assurance and delivery teams to optimize service delivery.
• Gather customer feedback to inform service and product improvements.

Skills

Customer success leadership

Customer communication

Empathy

Value realization

Analytics

Health scoring

Renewal orchestration

Risk identification

Software/Data analysis tools

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!

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 eligibleto 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 morevalue 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 andcross ‑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 customerportfolio.
• Ensure all customer meetings are conducted in accordance with established protocols and formats and drive theexecution 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