Customer Success Manager

Digital Realty Global; Sydney; Hybrid; AUD 90,000 - 130,000; Full time

Benefits offered by this job

Long Service Award

Flexible Working Arrangements

Learning and Development Resources

Private Health Insurance

Tuition Reimbursement

Employee Referral Program

Competitive market-based compensation

Career progression and internalMob"l50

Job summary

Digital Realty Global is seeking a dynamic Customer Success Manager in Sydney to drive customer satisfaction, retention and expansion for our Recruitment SaaS platform. You will act as a trusted advisor and leader within a fast-growing team.

You will own onboarding, monitor customer health, and partner with sales, product and marketing to ensure client success and growth. This hybrid role offers a 12-month fixed-term contract with flexible working arrangements.

Qualifications

• 3–5 years in Customer Success, Account Management, or a similar client-facing role in SaaS.
• Proven leadership, management, and communication skills with ability to influence stakeholders.
• Strong understanding of recruitment processes or familiarity with Recruitment SaaS is a plus.
• Technical aptitude: quick learner who can explain complex tech to non-technical users.
• Data-driven mindset with ability to analyse customer success metrics for insights.
• Excellent organisational and problem-solving skills with ability to manage priorities.
• Empathy-focused approach and genuine commitment to customer success.

Responsibilities

• Serve as the primary contact for a portfolio of customers, ensuring smooth onboarding and integration.
• Proactively analyse client workflows to recommend tailored solutions using the Recruitment SaaS platform.
• Deliver onboarding and training sessions to new clients and support seamless platform adoption.
• Monitor KPIs (retention, engagement) and report on customer health.
• Collaborate with sales, product and marketing to align on customer needs and features.
• Advocate for customers and identify upsell and cross-sell opportunities.

Job description

Customer Success Manager

Location: Sydney, Australia. Contract: Full time / 12‑month fixed‑term contract. Working Hours: Full time.

Job Description

We are seeking a dynamic and customer-focused Customer Success Manager to join our rapidly growing team. This role is essential in driving customer satisfaction, retention and expansion of our Recruitment SaaS platform. The CSM acts as both a trusted advisor and a results‑driven leader.

Responsibilities

• Build and maintain strong, long‑lasting relationships with customers to ensure satisfaction and loyalty.
• Proactively analyze clients' workflows and challenges to recommend tailored solutions using our Recruitment SaaS platform.
• Act as a customer advocate, collecting feedback and insights to share with internal teams for continuous product improvement.
• Develop and implement customer success strategies focused on client satisfaction, retention and growth.
• Deliver engaging onboarding and training sessions to new clients, ensuring a seamless transition to our platform.
• Monitor and track key performance indicators (KPIs) for customer success, including retention rates and customer engagement levels.
• Collaborate with sales, product, and marketing teams to align on customer needs and capability development.
• Advocate for customers by anticipating their needs and identifying opportunities for upselling and cross‑selling the platform.
• Generate and present reports on customer health and success metrics to ensure alignment with company goals.
• Ensure timely resolution of customer issues by coordinating with the support team and escalating critical matters as needed.

Qualifications

• Experience: 3‑5 years in Customer Success, Account Management, or a similar client‑facing role, preferably in a SaaS environment.
• Skills: Proven leadership, management, and communication skills with the ability to influence and engage stakeholders.
• Strong understanding of recruitment processes or familiarity with Recruitment SaaS platforms is a plus.
• Technical aptitude: Ability to quickly learn new software and explain complex technical concepts to non‑technical users in an approachable way.
• Data‑driven mindset, with proficiency in analyzing customer success metrics and identifying actionable insights.
• Exceptional organizational and problem‑solving skills with the ability to prioritize and manage competing priorities.
• Empathy‑focused approach; genuinely invested in customers’ success and well‑being.

Day‑to‑Day

• Serve as the primary point of contact for a portfolio of customers, ensuring their smooth onboarding and integration.
• Monitor account usage and proactively reach out to clients to provide assistance, training, and recommendations.
• Organize and lead regular check‑in calls and quarterly business reviews (QBRs).
• Collaborate with internal teams to solve customer inquiries and elevate challenges.
• Develop and refine customer success strategies, templates, and best practices.
• Partner with sales for seamless handoffs and advocate for product features.
• Actively participate in team meetings and contribute to a culture of inclusion.
• Keep track of market trends and share insights to anticipate customer needs.

Benefits

• Long Service Award: Recognition for dedication and loyalty.
• Flexible Working Arrangements: Balance work and personal life.
• Access to Learning and Development Resources.
• Private Health Insurance.
• Tuition Reimbursement.
• Employee Referral Program.
• Competitive market‑based compensation.
• Career progression and internal mobility opportunities.
• Work‑life balance through hybrid working model of 3 days a week in office.
• Generous PTO allowance incl. specific Av…

Equal Opportunity

We are an equal opportunity employer: qualified applicants are considered for and treated during employment without regard to race, color, creed, religion, sex, national origin, citizenship status, disability status, protected veteran status, age, marital status, sexual orientation, gender identity, genetic information, or any other characteristic protected by law.

Applicants must hold valid working rights in Australia at the time of application. We do not provide visa sponsorship for this role.

We are committed to providing a fair and accessible hiring process. If you have a disability or other need that requires accommodation or adjustment, please let us know by completing our Applicant Request Support Form or contacting us.