Customer Success Manager

Folio Digital; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Folio Digital in Melbourne is seeking a Customer Success role to help brokerages get started, build confidence in the platform and achieve lasting improvements. You’ll own the customer relationship from onboarding through ongoing adoption, collaborating with product, technical and commercial teams to keep things moving.

Experience with Microsoft 365 is a plus. Travel to client sites may be required occasionally as we scale and shape our customer success approach.

Qualifications

• Experience in customer success, implementation, training, account management or insurance broking operations.
• Resourcefulness, initiative and the ability to work through unfamiliar problems.
• Confidence learning software, exploring features and explaining them clearly.
• Strong organisation and follow-through across multiple customers and priorities.
• The confidence to constructively challenge customers and colleagues when a different approach would lead to a better outcome.
• Willingness to travel occasionally for client visits, training and conferences.

Responsibilities

• Guide onboarding by coordinating implementation activities and keeping customers and teams accountable.
• Deliver practical online and in-person training tailored to different roles and levels of technical ability.
• Drive adoption by proactively checking in with customers and removing barriers.
• Investigate questions, test solutions and involve the right people through to resolution.
• Advocate for customers by reducing friction and setting realistic expectations.
• Improve onboarding and training resources by turning feedback into product insights.

Skills

Resourcefulness

Initiative

Communication

Organisational skills

Travel flexibility

Tools

Microsoft 365

Job description

You’re resourceful, curious and someone who gets things moving. When you encounter a problem, you investigate, use your initiative and take ownership of finding a way forward.

You’re confident learning new software and enjoy helping others understand how to use it. You ask good questions, challenge assumptions and look beyond the immediate request to understand what the customer actually needs.

You’re also comfortable having direct conversations, questioning an established process and pushing for action when something is getting in the way of a good customer outcome. You do this with sound judgement and respect, but you won’t leave an issue unresolved simply because it crosses team boundaries.

Who we’re looking for

You’re resourceful, curious and someone who gets things moving. When you encounter a problem, you investigate, use your initiative and take ownership of finding a way forward.

You’re confident learning new software and enjoy helping others understand how to use it. You ask good questions, challenge assumptions and look beyond the immediate request to understand what the customer actually needs.

You’re also comfortable having direct conversations, questioning an established process and pushing for action when something is getting in the way of a good customer outcome. You do this with sound judgement and respect, but you won’t leave an issue unresolved simply because it crosses team boundaries.

About Folio

Folio helps general insurance brokerages reduce administration, streamline workflows and create more capacity to service clients. Our platform connects with Microsoft 365 and insurance broking systems to bring client information, documents, communication and everyday work together.

We’re scaling quickly. You’ll have the opportunity to help shape our customer success approach, contribute ideas and grow your responsibilities as the business expands.

The role

You’ll help brokerages get started with Folio, build confidence using the platform and achieve lasting improvements in how they work.

From onboarding and training through to ongoing adoption, you’ll own the customer relationship and work closely with our product, technical and commercial teams to keep things moving.

What you’ll do

• Guide onboarding: Understand each brokerage’s processes, coordinate implementation activities and keep customers and internal teams accountable for agreed actions.

• Train and build confidence: Deliver practical online and in-person training tailored to different roles and levels of technical ability.

• Drive adoption: Proactively check in with customers, identify barriers and help teams make Folio part of their everyday work.

• Solve problems: Investigate questions, test solutions and involve the right people, following issues through to resolution.

• Advocate for customers: Challenge unnecessary friction, have honest conversations and push for practical outcomes while setting realistic expectations.

• Improve how we work: Turn customer feedback into useful product insights and help improve our onboarding, training resources and support processes.

What you’ll bring

• Experience in customer success, implementation, training, account management or insurance broking operations.

• Resourcefulness, initiative and the ability to work through unfamiliar problems.

• Confidence learning software, exploring features and explaining them clearly.

• Strong organisation and follow-through across multiple customers and priorities.

• The confidence to constructively challenge customers and colleagues when a different approach would lead to a better outcome.

• Willingness to travel occasionally for client visits, training and conferences.

Experience with Microsoft 365 or workflow software would be useful. You don’t need to have held a Customer Success Manager title before.

What success looks like

Customers launch confidently, use Folio consistently and can see the difference it makes to their business. Problems are followed through, commitments are met, and what you learn helps us improve the experience for every customer.