Customer Success Manager - Oceania

Welding Industries Of Australia; Adelaide; On-site; AUD 120,000 - 160,000; Full time

Job summary

Welding Industries Australia is seeking a Customer Success Manager to lead the inside sales and customer experience team across Australia and New Zealand. You will drive revenue growth, oversee CRM and digital initiatives, and partner with sales, marketing, and IT to optimize the customer journey.

The role emphasizes transformation, data-driven improvement, and building scalable processes to deliver measurable outcomes for a growing business.

Qualifications

• Experience leading customer success teams in a B2B/industrial environment.
• Proven ability to drive customer experience transformation and digital initiatives.
• Experience in channel partner and distributor models is desirable.
• Strong commercial acumen balancing customer outcomes with business growth.
• Experience using CRM systems and performance metrics.

Responsibilities

• Lead and develop a high‑performing Customer Success and Inside Sales team across AU/NZ.
• Drive customer growth plans, promotions, and service initiatives to retain and expand accounts.
• Oversee customer experience strategy and metrics across all touchpoints.
• Partner with IT and stakeholders to deliver CRM, automation, and digital projects.
• Coach and enable teams through change and continuous improvement.

Skills

Leadership

Customer success

Inside sales

Growth strategy

CRM proficiency

Stakeholder management

Data analytics

Change management

Communication

Education

Business/Marketing degree

Tools

CRM software

Job description

Are you a dynamic leader who thrives on building high-performing teams, delivering exceptional customer experiences, and driving commercial growth? Do you enjoy balancing strategy with hands-on execution while leading transformation and continuous improvement initiatives?

We are seeking an experienced Customer Success Manager to lead our inside sales and customer experience function across the Oceania region.

Reporting directly to the General Manager - Oceania, this newly elevated leadership role will play a critical part in driving customer engagement, supporting revenue growth, enhancing channel partner relationships, and leading customer experience transformation initiatives across the business.

Who are we?

Welding Industries Australia (WIA) is part of the welding products division of Illinois Tool Works (ITW), a global manufacturing company that has been operating in Australia and New Zealand for over 60 years.

The foundation of our success is combining leading global welding brands with strong local market support to deliver innovative, high-value solutions to our customers.

About the Role

The Customer Success Manager is responsible for leading the inside sales and customer success team while owning the processes, systems, and technology that support the customer experience across AU and NZ.

Working closely with senior leaders across Sales, Marketing, and IT, you will develop and implement strategies that strengthen customer relationships, improve operational efficiency, and create scalable processes that support sustainable business growth.

This is a role for someone who is passionate about customer success, enjoys leading change, and is motivated by delivering measurable business outcomes.

Key Responsibilities Customer Success & Inside Sales Leadership

Lead and develop a team of Customer Success Specialists, creating a culture of accountability, engagement, and continuous improvement.

Oversee daily customer success operations to ensure a consistent and high-quality customer experience.

Support the field sales team through lead generation, customer follow-up, and sales enablement activities.

Identify growth opportunities within existing customer accounts and facilitate qualified leads to the sales team.

Manage an allocated portfolio of customers to achieve revenue and growth objectives.

Partner with the Regional Sales Manager to conduct channel partner reviews and strengthen strategic partnerships.

Develop customer growth plans, promotions, and service initiatives to drive customer retention and account expansion.

Gather and communicate customer insights to support product development and marketing strategies.

Customer Experience Strategy

Develop and execute a customer experience strategy that enhances engagement across all customer touchpoints.

Champion a customer-centric culture throughout the organisation.

Analyse customer feedback, trends, and performance data to identify improvement opportunities.

Establish and monitor customer satisfaction, loyalty, and service performance metrics.

Drive continuous improvement initiatives across systems, workflows, and customer journeys.

Partner with IT and key stakeholders to deliver customer experience and digital transformation projects.

Champion the adoption of CRM systems, automation, and digital tools.

Leverage data and analytics to improve customer outcomes, team performance, and operational efficiency.

Identify opportunities to remove friction from customer interactions and improve service delivery.

Leadership & Change Management

Lead, coach, and develop a high-performing customer success team.

Drive training, capability development, and best-practice adoption.

Lead transformation initiatives and support teams through change with confidence and clarity.

Foster an inclusive, collaborative, and high-performing team culture.

About You

You are an experienced people leader with a strong background in customer management, customer experience, sales leadership, or customer success. You have a proven ability to lead teams through change, improve performance, and deliver exceptional customer and commercial outcomes.

You will bring:

Proven leadership experience in customer success, customer experience, sales, or account management.

Experience within industrial, manufacturing, or B2B environments.

Exposure to channel partner and distributor business models.

Demonstrated success leading business transformation and change management initiatives.

Experience driving customer experience improvement and digital transformation projects.

Strong commercial acumen with the ability to balance customer outcomes and business performance.

Experience using CRM systems, customer service frameworks, and performance metrics.

Excellent stakeholder management and influencing skills across all levels of business.

Strong analytical and problem-solving capabilities.

Exceptional communication and relationship-building skills.

A proactive, positive, and collaborative approach.

The ability to think strategically while remaining hands-on and execution-focused.

Qualifications

Tertiary qualification in Business, Marketing, or a related discipline.

Why Join Us?

This is an opportunity to make a genuine impact within a growing organisation where customer success is at the heart of our strategy.

You'll have the opportunity to:

Lead and shape the future of customer success across Oceania.

Work closely with an experienced leadership team.

Drive meaningful customer experience and digital transformation initiatives.

Develop and mentor a talented team.

Influence business growth and customer outcomes.

Build a culture focused on innovation, collaboration, and continuous improvement.

If you're passionate about customer success, leading teams, and driving growth through exceptional customer experiences, we'd love to hear from you.