Customer Success Manager

TES-AMM; Sydney; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

TES-AMM in Sydney's NSW (Villawood) seeks a Customer Success Manager to own a portfolio of strategic accounts. This hybrid role focuses on driving customer outcomes, ensuring service delivery, and pursuing growth opportunities across the client base.

You will build strong relationships with key stakeholders, conduct health checks, manage renewals, and coordinate across internal teams to meet commitments. Candidates should have 3+ years in customer success or related roles and a proven track

Qualifications

• 3+ years in Customer Success or related roles.
• Experience managing enterprise-level accounts.
• Strong commercial acumen and problem-solving.

Responsibilities

• Serve as primary relationship owner for an assigned portfolio.
• Develop strategic relationships with customer stakeholders.
• Ensure customers achieve outcomes through our products and services.
• Conduct regular business reviews and health assessments.
• Identify opportunities for cross-sell, upsell and expansion.
• Maintain accurate customer records in CRM and report on performance.

Skills

Customer Success

Account Management

Relationship Management

CRM Platforms

Stakeholder Management

Communication Skills

Tools

Salesforce

Dynamics 365

HubSpot

Job description

This is your chance to be part of a well-established global leader in providing IT Lifecycle solutions. SK tes is an end-to-end partner for the commissioning, deployment and retirement of technology assets - a world-class choice for all the major technology brands as a sustainability partner.

Role Overview

Role: Customer Success Manager

Location: Birmingham Avenue, Villawood NSW

Work Type: Hybrid Role

Experience Required: 3+ years' experience in Customer Success, Account Management, Client Services or Relationship Management.

About the Role

We are seeking a highly motivated and commercially focused Customer Success Manager to take full ownership of our existing customer portfolio. This role is responsible for driving customer satisfaction, strengthening long-term relationships, maximizing account growth and ensuring exceptional service delivery across all touchpoints.

The successful candidate will act as the primary point of contact for customers, taking accountability for customer outcomes, account administration, account performance, retention and identifying opportunities for expansion within existing accounts.

This is an ideal opportunity for someone who enjoys building trusted relationships, delivering measurable customer value and taking ownership of commercial outcomes.

Key Responsibilities

Customer Success & Relationship Management

• Serve as the primary relationship owner for an assigned portfolio of customers.
• Develop strong, strategic relationships with customer stakeholders and decision-makers.
• Ensure customers achieve their desired outcomes through our products and services.
• Conduct regular business reviews and customer health assessments.
• Act as the voice of the customer within the business.

Account Growth & Retention

• Take full accountability for customer retention and account performance.
• Identify opportunities to increase revenue through cross-sell, upsell and service expansion initiatives.
• Build and execute account growth plans for key customers.
• Monitor customer usage, engagement and satisfaction to proactively address risks.
• Achieve growth, retention and renewal targets within the assigned portfolio.

Customer Satisfaction

• Drive industry-leading customer satisfaction and loyalty.
• Manage and resolve customer concerns, escalations and service issues.
• Collaborate with internal teams to ensure customer commitments are delivered on time and to a high standard.
• Measure and improve customer experience through feedback, surveys and performance reviews.

Account Administration & Governance

• Maintain accurate customer records, forecasts, opportunities and account activity in CRM systems.
• Ensure compliance with internal processes and customer obligations.
• Coordinate onboarding, service reviews and renewal activities.
• Provide regular reporting on account performance, risks and opportunities.

Skills & Experience

• 3+ years' experience in Customer Success, Account Management, Client Services or Relationship Management.
• Demonstrated success owning the end-to-end service delivery function within existing customer accounts.
• Strong commercial acumen and ability to identify growth opportunities.
• Excellent stakeholder management and relationship-building skills.
• Strong problem-solving and conflict-resolution capabilities.
• Exceptional written and verbal communication skills.
• Proficiency with CRM platforms such as Salesforce, Dynamics 365, HubSpot or similar.
• Experience within technology, managed services, ITAD, telecommunications or B2B services.
• Experience managing strategic or enterprise-level accounts.

What Success Looks Like

• Maintain high customer satisfaction and retention levels.
• Drive consistent growth across your account portfolio.
• Build trusted advisor relationships with customers.
• Proactively identify and resolve customer issues before they escal.
• Deliver accurate account administration and service delivery.
• Become the go-to customer advocate within the business.

Why Join Us?

• Opportunity to own and influence customer outcomes.
• High-impact role with direct visibility to senior leadership.
• Collaborative and customer-focused culture.
• Professional development and career growth opportunities.
• Competitive salary and a clear pathway to grow within the business.