Customer Success Manager: Drive Adoption & Retention

Vocus Navy

Melbourne

On-site

AUD 90,000 - 120,000

Full time

3 days ago

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Job summary

Vocus Navy in Melbourne seeks a Customer Success Manager who will ensure customers derive maximum value from our services, achieve adoption targets and renew and expand contracts. You will collaborate with account owners and cross-functional teams to drive account health, reporting and opportunities, while focusing on churn risk reduction and service excellence.

You will work with sales, care and delivery teams to optimize customer journeys, deliver timely reports and enable smooth migrations,

Qualifications

3+ years’ customer success leadership experience.
Strong experience with customer communication and empathy.
Experience with success planning and value realization.
Ability to adopt analytics and health scoring.

Responsibilities

Work with sales to implement targeted communication strategies for customers.
Monitor customer health indicators and campaign responses to refine programmes.
Distribute customer education content to increase product adoption and satisfaction.
Support onboarding journeys, renewal and expansion campaigns, and loyalty initiatives.
Collaborate with care, assurance and delivery teams to optimize service delivery.
Gather customer feedback to inform service and product improvements.