Customer Success Manager

Slade Group; Melbourne; On-site; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Established customer portfolio

Commercial impact

Shape a function

Collaborative culture

Variety and autonomy

Career progression

Job summary

Slade Group is partnering with a growing managed IT services provider to recruit a commercially minded Customer Success Manager. You will own an established portfolio, build strong relationships with business and IT leaders, and drive growth through proactive account management and consultative sales.

The role sits at the crossroads of account management, service delivery and sales, offering exposure to cybersecurity, AI and technology roadmaps, with opportunities to shape the function as it

Qualifications

• Experience in customer success, account management, client relationship management or service delivery within an IT or technology environment.
• Proven ability to build trusted relationships and manage multiple customer accounts.
• Proactive, commercially minded approach to identifying opportunities and growing existing customer relationships.
• Strong communication and stakeholder management skills spanning business to technical teams.

Responsibilities

• Manage customer relationships: Build trusted relationships with business owners, senior management, IT leaders and finance stakeholders across an established portfolio.
• Drive account growth: Identify opportunities to expand existing accounts through additional services, technology improvements and relevant solutions.
• Take a consultative approach: Understand customer challenges, identify gaps in their technology environment and recommend next steps.
• Coordinate service delivery: Act as the customer’s advocate with service delivery and engineering teams to resolve issues and meet commitments.
• Support technology roadmaps: Engage customers in conversations about future IT needs, emerging tech, cybersecurity and AI.
• Manage proposals and opportunities: Coordinate quotes, proposals and pre-sales support with internal technical and commercial teams.
• Maintain proactive engagement: Conduct regular account reviews, arrange face-to-face meetings and uphold consistent communication.
• Maintain accurate CRM records: Keep customer information, interactions and opportunities up to date.

Skills

Customer success

Account management

Stakeholder management

Commercial mindset

Relationship building

Tools

CRM software

Job description

We're partnering with a growing managed IT services provider to find a commercially minded Customer Success Manager who can build strong customer relationships, drive account growth and ensure customers get the most out of their technology investments. This is a varied, customer-facing role that sits at the intersection of account management, service delivery and consultative sales. You'll take ownership of an established portfolio of customers, helping them navigate their technology needs, identify opportunities for improvement and build long‑term partnerships.

We're partnering with a growing managed IT services provider to find a commercially minded Customer Success Manager who can build strong customer relationships, drive account growth and ensure customers get the most out of their technology investments. This is a varied, customer-facing role that sits at the intersection of account management, service delivery and consultative sales. You'll take ownership of an established portfolio of customers, helping them navigate their technology needs, identify opportunities for improvement and build long‑term partnerships.

This opportunity would suit someone who enjoys being out with customers, understands the IT services landscape and takes genuine ownership of delivering great outcomes.

Key responsibilties:

• Manage customer relationships: Build trusted relationships with business owners, senior management, IT leaders and finance stakeholders across an established customer portfolio.
• Drive account growth: Identify opportunities to expand existing accounts through additional services, technology improvements and relevant solutions.
• Take a consultative approach: Understand customer challenges, identify gaps in their technology environment and recommend appropriate next steps.
• Coordinate service delivery: Act as the customer’s advocate, working closely with service delivery and engineering teams to resolve issues and ensure commitments are met.
• Support technology roadmaps: Engage customers in conversations around their future IT needs, emerging technologies, cybersecurity and AI.
• Manage proposals and opportunities: Coordinate quotes, proposals and pre-sales support with internal technical and commercial teams.
• Maintain proactive engagement: Conduct regular account reviews, organise face-to-face meetings and ensure customers receive consistent communication and follow-through.
• Maintain accurate CRM records: Keep customer information, interactions and opportunities up to date.

About you:

• Experience in customer success, account management, client relationship management or service delivery within an IT or technology environment.
• A proven ability to build trusted relationships and manage multiple customer accounts.
• A proactive, commercially minded approach to identifying opportunities and growing existing customer relationships.
• Strong communication and stakeholder management skills, with the confidence to engage everyone from business owners to technical teams.
• Excellent organisation, responsiveness and follow-through, with a strong sense of ownership.
• An understanding of managed IT services, service desk operations, escalations and customer support environments.
• Enough technical knowledge to understand customer requirements, identify potential solutions and engage the right technical specialists.

Perks of this great opportunity:

• Established customer portfolio: Step into an existing portfolio with opportunities to strengthen relationships and drive growth.
• Commercial impact: Play a direct role in customer retention, account expansion and the ongoing success of the business.
• Opportunity to shape a function: Join as the first dedicated Customer Success Manager, with the potential to help build and lead the function as it grows.
• Collaborative culture: Work within a close-knit team that values teamwork, accountability and delivering the right outcomes for customers.
• Variety and autonomy: Balance customer meetings, commercial conversations, technology discussions and internal collaboration.
• Career progression: Opportunity to develop into a more senior customer success or leadership position as the business expands.