Customer Success Manager

SoftwareOne; North Sydney; Hybrid; AUD 90,000 - 135,000; Full time

Job summary

SoftwareOne in Sydney, Australia is seeking a Customer Success Manager to manage strategic customer relationships across Software & Cloud services. You will own onboarding, service reviews, escalations and ongoing success, working with customers and internal teams to drive value and long-term partnerships.

The role focuses on strengthening relationships, coordinating priorities, and identifying opportunities to grow the account through renewals and expansion.

Qualifications

• Passionate about building strong customer relationships and helping customers get greater value from their technology investments.
• Experienced in managing strategic customer accounts and coordinating services across multiple stakeholders.
• Ready to combine customer success, relationship management and commercial awareness to drive retention and long-term growth.

Responsibilities

• Build and maintain strong relationships with key customer stakeholders, acting as a trusted point of contact throughout the customer lifecycle.
• Manage customer onboarding, ongoing engagement and regular service reviews, ensuring clear expectations and alignment on customer priorities.
• Coordinate internal teams and stakeholders to deliver against customer requirements, service commitments and agreed outcomes.
• Manage customer issues and escalations, bringing the right teams together to drive resolution and maintain a positive customer experience.
• Monitor service performance and customer outcomes, identifying opportunities for continuous improvement.
• Develop a strong understanding of each customer's business, priorities and technology environment to help identify opportunities to grow and expand the relationship.
• Partner with Sales and internal teams on customer renewals, retention and relevant expansion opportunities.
• Maintain visibility of customer priorities, actions and performance, providing clear updates to customers and internal stakeholders.

Skills

Customer relationship management

Strategic account management

Commercial awareness

Job description

• Passionate about building strong customer relationships and helping customers get greater value from their technology investments?
• Experienced in managing strategic customer accounts and coordinating services across multiple stakeholders?
• Ready to combine customer success, relationship management and commercial awareness to drive retention and long-term growth?

Practical Information

Location: Sydney, Australia | Reports to: Customer Success Lead | Work Arrangement: Hybrid | Working rights: Valid Australian working rights | Language Requirements: Professional level English, written and verbal | Learn more: softwareone.com/en-au

As our new Customer Success Manager, you will manage strategic customer relationships across Software & Cloud, ITPM and SAP, taking ownership of onboarding, service reviews, escalations and ongoing success. Working across customers and internal teams, you will strengthen relationships, coordinate priorities and identify opportunities to deliver greater value and grow long-term partnerships.

Key responsibilities

• Build and maintain strong relationships with key customer stakeholders, acting as a trusted point of contact throughout the customer lifecycle.
• Manage customer onboarding, ongoing engagement and regular service reviews, ensuring clear expectations and alignment on customer priorities.
• Coordinate internal teams and stakeholders to deliver against customer requirements, service commitments and agreed outcomes.
• Manage customer issues and escalations, bringing the right teams together to drive resolution and maintain a positive customer experience.
• Monitor service performance and customer outcomes, identifying opportunities for continuous improvement.
• Develop a strong understanding of each customer's business, priorities and technology environment to help identify opportunities to grow and expand the relationship.
• Partner with Sales and internal teams on customer renewals, retention and relevant expansion opportunities.
• Maintain visibility of customer priorities, actions and performance, providing clear updates to customers and internal stakeholders.