Customer Success Manager - Drive Adoption & ROI (SaaS)

Protecht Group; Australia; Remote; AUD 90,000 - 130,000; Full time

Job summary

Protecht Group is seeking a Customer Success Manager in Australia to own a portfolio of customers, drive adoption, and ensure ongoing value from Protecht solutions. You will partner with Sales, Product and Support to deliver seamless customer experiences and realise ROI.

You will build strong relationships, interpret customer insights, and proactively manage accounts to support retention and growth in a fast-moving SaaS environment.

Qualifications

• Proven experience in Customer Success, Account Management, or a similar customer facing role.
• Strong relationship building and stakeholder management skills.
• Commercially minded, with experience driving retention, adoption, and growth.
• Data driven, with the ability to interpret customer insights and translate them into action.
• Highly organised and able to manage multiple accounts and priorities.
• Proactive, solutions focused, and customer obsessed mindset.
• Experience working with complex SaaS solutions, technology products, or B2B environments.
• Experience using CRM or customer success platforms.

Responsibilities

• Own and manage a portfolio of customers, acting as their trusted advisor and primary point of contact.
• Build strong, long term relationships by understanding customer objectives and aligning solutions to their needs.
• Drive product adoption, engagement, and value realisation through proactive customer success strategies.
• Partner with Account Managers to identify and support growth and expansion opportunities.
• Deliver regular business reviews, insights, and reporting to demonstrate impact and ROI.
• Act as the voice of the customer, feeding insights back to Product and internal teams.
• Collaborate cross functionally to resolve issues and continuously improve the customer experience.
• Support customer user groups and webinars.

Skills

Customer Success

Account Management

Relationship Building

Data-driven

Organisation

Proactive

SaaS / B2B experience

CRM platforms

Tools

CRM platforms

Job description

Protecht Group is seeking a Customer Success Manager in Australia to own a portfolio of customers, drive adoption, and ensure ongoing value from Protecht solutions. You will partner with Sales, Product and Support to deliver seamless customer experiences and realise ROI.

You will build strong relationships, interpret customer insights, and proactively manage accounts to support retention and growth in a fast-moving SaaS environment.