Customer Success Manager - SMB

Michael Page Australia; Brisbane; Hybrid; AUD 90,000 - 120,000; Full time

Job summary

Michael Page Australia is partnering with a technology-focused Australian company to recruit a Customer Success Manager. You will own retention outcomes across a large SMB segment, driving value from the platform through proactive engagement and scalable success programs.

You will monitor health signals, design automated engagement, and develop strategies to improve product adoption and recurring revenue, leveraging AI, automation and data insights to drive efficiency.

Qualifications

• 2+ years in Customer Success or similar role.
• Experience with SaaS or subscription-based models.
• Experience supporting retention in high-volume digitally managed base.
• Strong analytical capability to derive insights from data.
• Excellent written and verbal communication skills.
• Commercial judgement and retention scenario management.
• Experience with AI, CRM, reporting platforms, and data visualization.

Responsibilities

• Own retention outcomes across SMB customers.
• Monitor health data and identify early risk signals.
• Design automated engagement programs and lifecycle communications.
• Develop strategies to improve health, adoption and recurring revenue.
• Analyze customer behavior to identify trends and drivers.
• Collaborate with commercial teams to surface expansion opportunities.
• Leverage AI, automation and reporting to boost efficiency.
• Share insights and best practices for ongoing improvement.

Skills

SaaS experience

Analytical skills

Excellent communication

AI exposure

Tools

CRM tools

Data visualization tools

Reporting platforms

Job description

• Own retention strategy across thousands of SMB customers.
• Build AI-led programs with a clear progression path.

About Our Client

Our client is a well-established Australian technology company focused on improving communication and engagement within the healthcare sector. Their platform supports healthcare providers and patients through solutions that enhance operational efficiency and improve user experiences. With a strong customer-first culture and continued investment in technology, automation and AI, the business is strengthening its Scaled Customer Success capability to drive adoption, retention and long-term customer value at scale.

Job Description

As Customer Success Manager, you'll take ownership of retention outcomes across a large SMB customer segment, helping customers maximise value from the platform through proactive engagement and scalable success programs. You'll:

• Monitor customer health data and identify early signs of risk or disengagement.
• Design and optimise automated customer engagement programs, lifecycle communications and self-service resources.
• Develop retention strategies that improve customer health, product adoption and recurring revenue outcomes.
• Analyse customer behaviour and performance data to identify trends, risks and retention drivers.
• Partner closely with commercial teams, surfacing expansion opportunities and ensuring customers have a seamless experience.
• Leverage AI, automation and reporting tools to improve operational efficiency and customer engagement effectiveness.
• Share insights, customer feedback and best practices to support ongoing improvement across the Customer Success function.

The Successful Applicant

• 2+ years' experience in Customer Success, or a similar customer-facing role.
• Exposure to SaaS or subscription-based business models.
• Experience supporting customer retention within a high-volume or digitally managed customer base.
• Strong analytical capability with the ability to identify patterns and insights from customer data.
• Excellent written and verbal communication skills.
• Sound commercial judgement and confidence managing retention scenarios.
• Experience working with AI, CRM, reporting platforms, and data visualisation tools.
• Exposure to healthcare, lifecycle marketing or customer engagement programs will be highly regarded.

What's on Offer

Competitive salary, dependent on experience.

You’ll join a business investing in customer success, automation and AI, with the opportunity to own meaningful retention outcomes across a large customer segment. The role offers a hybrid working model based in Melbourne and a clear progression pathway.