Customer Success Manager (East Coast)

ISH24; Greater Bendigo; On-site; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Company vehicle

Qantas Club membership

Head office in Bendigo

Job summary

ISH24 is a leading Australian confined space management provider with a Bendigo head office. We are seeking a Customer Success Manager to support East Coast clients (VIC, SA, TAS, NSW & QLD) and grow our footprint across mining, safety services and industrial operations.

You will retain and grow the existing client base, onboard new accounts, manage renewals, and shape sales strategy, reporting to the Managing Director while ensuring delivery aligns with promises.

Qualifications

• 3+ years' experience in account management, customer success or business development within mining, industrial or technical services.

Responsibilities

• Build and maintain account health for each key client, aligning with shutdown calendars and safety goals.
• Own the relationship with existing clients from onboarding and shutdown planning through to delivery review and renewal.
• Hold regular account reviews and site visits, and act early on retention risks, feedback and escalations.
• Manage renewals end to end and identify opportunities to expand services within existing accounts.
• Act as the voice of the customer, feeding back to Operations, Training and Workshop.

Skills

Account management

Business development

Sales forecasting

CRM tools

Relationship building

Negotiation

Travel willingness

Technical service understanding

Tools

CRM software

Quoting tools

Job description

ISH24 is one of Australia's largest confined space management companies, supplying highly skilled labour and procedures to mining and heavy industrial operations during site shutdowns. Our head office is in Bendigo, Victoria with operations spanning nationally and internationally.

We're looking for a Customer Success Manager to look after the clients who already trust us across the East Coast region (VIC, SA, TAS, NSW & QLD) and grow ISH24's East Coast footprint from that strong base.

About the Role

This role requires to retain and strengthen ISH24's existing client base, and grow it through new accounts and expanded services across confined space management, rescue, consultancy and specialised training, while ensuring operational delivery matches what we promise.

Reporting to the Managing Director, you will help shape ISH24's sales strategy, own its customer-facing delivery, contribute to major contracts and become the trusted face of our confined space and emergency response services across the eastern states.

Markets we operate in and would be targeting are gold and mineral resources, food and agri-processing, construction and infrastructure, energy and industrial manufacturing, and emergency services.

Role Responsibilities

• Build and maintain account health for each key client, aligning with their shutdown calendar
  and safety goals

• Own the relationship with every existing clients, from onboarding and shutdown planning through to delivery review and renewal

• Hold regular account reviews and site visits, and act early on retention risks, feedback and escalations

• Manage renewals end to end, and identify opportunities to expand services within existing accounts, including training, rescue and consultancy

• Act as the voice of the customer, bringing client feedback back to Operations, Training and Workshop

Sales and Growth

• Develop and deliver a growth plan covering target sectors, accounts, shutdown calendars and a practical territory approach

• Identify and secure new business accounts across target markets through prospecting, site visits, referrals and industry networking

• Manage opportunities from first contact through quoting, follow-up and securing the work, while protecting margin

• Work directly with the Managing Director on sales strategy, pricing and major contracts

• Maintain a healthy sales pipeline, with regular forecasting and market intelligence to support business planning

Stakeholder Relationships

• Build relationships with decisionmakers: safety managers, mine rescue coordinators, ERT leads, procurement teams, shutdown planners and site supervisors

• Represent ISH24 at site visits, training days, conferences and industry expos

• Work closely with Operations, Training and Workshop departments so client expectations are understood and successfully delivered

• Share learnings with the Customer Success Managers in all states, for business wide improvement.

Reporting

• Keep accurate CRM records, account plans and forecasts

• Provide monthly reporting to the Managing Director on account health, pipeline and market activity

Who We’re Looking For

We are looking for a reliable and self-motivated candidate who is able to to build trusted relationships at every level, from site supervisors and emergency response teams through to senior executives and procurement managers, with a personal commitment to ensuring safety in the workplace. To be driven, self-sufficient and motivated by achieving results without the need for close supervision.

Selection Criteria

Essential:

• Have 3+ years' experience in account management, customer success or business development within mining, industrial or technical services: confined space, shutdown services, labour hire, safety or industrial supply

• Have a track record of retaining clients and winning new business, with confidence approaching new customers and engaging business owners, buyers and site teams

• Enjoy understanding complex technical services and translating them into practical solutions for clients

• Plan your own workload and territory, and take ownership of results

• Are comfortable with quoting, negotiation and follow-up, and with protecting margin while growing accounts

• Are confident with CRM tools, forecasting and commercial reporting

• Holding current driver's licence, and willingness to travel regularly interstate

• Ability to provide clean Drug & Alcohol test and National Police Clearance

Desirable:

• existing relationships in heavy industry, mining and resources;

• confined space or rescue qualifications;

• a safety / technical background,

• tendering experience

Remuneration & Benefits

$120,000 – $150,000 plus superannuation

Remuneration is negotiable and will be based on industry experience and proven track record of securing lucrative contracts.

Additional benefits include:

• Fully maintained company vehicle, mobile phone and laptop

• Qantas Club membership

• A head office role in Bendigo, with direct access to the Managing Director and a genuine say in how ISH24 grows in your region of responsibility

• The opportunity to shape the growth of a business where your work is recognised and your ideas are valued

• The backing of one of Australia's leading confined space management providers, with the resources and capability to help you succeed

Join the Team

At ISH24, we are passionate about developing capability, improving safety outcomes, and making a lasting impact on the industries and communities we support.

If you’re looking for a long-term role where your client relationships and commercial experience are valued, and you have the freedom to drive results while helping shape the future of the safety and rescue industry, we’d love to hear from you.