Customer Success Manager - IT Services

Techforce Personnel; Melbourne; On-site; AUD 90,000 - 120,000; Full time

Job summary

Techforce Personnel is seeking a commercially minded Customer Success professional to manage a portfolio of IT services and MSP clients in Melbourne. You will build strong relationships with business owners and senior stakeholders to retain revenue and expand accounts.

The role focuses on driving value from offshore teams, managing strategic accounts, and supporting long-term partnerships through regular reviews and renewals.

Qualifications

• 3+ years’ experience in Account Management, Customer Success or Channel Management within IT services, MSPs or B2B professional services.
• Strong commercial acumen with proven ability to grow accounts and drive revenue.
• Experience with MSPs, IT service providers or technology businesses.
• Excellent communication and relationship-building skills engaging senior stakeholders.
• Proven ability to manage multiple accounts, conduct QBRs and develop strategic account plans.
• Strong stakeholder management, collaborating across internal teams.
• CRM experience, ideally HubSpot, and willingness to travel.
• Experience with offshore or distributed workforces and MSP tools.

Responsibilities

• Manage key client relationships, conduct regular reviews and develop strategic account success plans.
• Drive customer retention, identify growth opportunities and expand existing accounts.
• Support pricing discussions, renewals, contract extensions and revenue growth.
• Advise clients on workforce planning and maximising the value of offshore teams.
• Monitor account health, team performance and customer satisfaction, addressing risks.
• Collaborate with Sales, Talent Acquisition, HR and Operations to deliver an exceptional customer experience.
• Oversee onboarding, demonstrate ROI and facilitate performance reviews.
• Build strong relationships with senior stakeholders through regular client visits and industry engagement.

Skills

Account Management

Customer Success

Channel Management

Commercial Acumen

MSP Experience

Communication

Stakeholder Management

Offshore/Distributed Teams

Revenue Growth

QBRs

Tools

HubSpot

ConnectWise

Autotax

Job description

The Role:

Our client is seeking a commercially minded Customer Success professional to manage and grow a portfolio of clients within the IT services and MSP sector. You’ll build strong relationships with business owners and senior stakeholders, drive customer retention and identify opportunities to expand accounts and increase revenue. This is a growth-focused role where you’ll help clients maximise the value of their offshore teams, manage strategic accounts and support long-term partnerships.

Responsibilities:

• Manage key client relationships, conduct regular reviews and develop strategic account success plans.
• Drive customer retention, identify growth opportunities and expand existing accounts.
• Support pricing discussions, renewals, contract extensions and revenue growth.
• Advise clients on workforce planning and maximising the value of their offshore teams.
• Monitor account health, team performance and customer satisfaction, proactively addressing risks.
• Collaborate with Sales, Talent Acquisition, HR and Operations to deliver an exceptional customer experience.
• Oversee customer onboarding, demonstrate ROI and facilitate performance reviews.
• Build strong relationships with senior stakeholders through regular client visits and industry engagement.

Skills & Experience:

• 3+ years’ experience in Account Management, Customer Success or Channel Management within IT services, MSPs or B2B professional services.
• Strong commercial acumen, with a proven ability to grow accounts, identify new opportunities and drive revenue.
• Experience working with MSPs, IT service providers or technology businesses.
• Excellent communication and relationship-building skills, with confidence engaging senior stakeholders.
• Proven ability to manage multiple accounts, conduct QBRs and develop strategic account plans.
• Strong stakeholder management skills, with the ability to collaborate across internal teams.
• CRM experience, ideally HubSpot, and willingness to travel.
• Experience with offshore or distributed workforces, outsourcing models, and MSP tools such as ConnectWise or Autotax desirable.

Big on relationships! Strong on commercial results. Ready to grow? If this sounds like you, I’d love to hear from you!