Customer Success Manager

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

Job summary

Vocus is seeking a Customer Success Manager who will lead first-line support, drive adoption and renewals, and build trusted relationships with customers. You will collaborate with account owners to deliver health strategies and account reporting, ensuring value realization across the customer lifecycle.

Reporting to the State People Leader, you’ll coordinate with care, assurance and delivery teams to optimize service delivery, identify churn risk, and champion a customer-centric approach in

Qualifications

• Australian citizen eligible for NV1 AGSVA security clearance.
• 3+ years in customer success or service leadership.
• Strong customer communication and empathy.
• Experience with success planning and value realization.
• Analytical with health scoring.
• Opportunity creation and renewal orchestration.
• Experience with risk (churn) identification and mitigation.
• Proficient with software and data analysis tools.

Responsibilities

• Collaborate with sales to implement lifecycle communications and customer reports.
• Monitor customer health indicators and alert sales when attention is needed.
• Distribute education content to increase product adoption and satisfaction.
• Support onboarding journeys and usage campaigns to drive retention and expansion.
• Facilitate simplex opportunity creation and manage moves/adds/changes.
• Coordinate with care, assurance and delivery teams to optimize delivery and change management.
• Gather customer feedback to inform improvements and innovations.
• Ensure governance across the assigned customer portfolio and timely reporting on progress and outcomes.

Skills

Customer communication

Empathy

Success planning

Value realization

Analytics

Health scoring

Opportunity renewal

Churn risk mitigation

Data analysis tools

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 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