Customer Success & Onboarding Manager

Trellis Technologies Pty Ltd; Sydney; Hybrid; AUD 110,000 - 170,000; Full time

Benefits offered by this job

WFH one day per week

Flexible work arrangements

Professional development opportunities

Job summary

Trellis Technologies Pty Ltd in Sydney is seeking a Customer Success & Onboarding Manager to own onboarding, drive product adoption and manage a portfolio of accounts in a hybrid work setting.

You will coordinate cross-functional teams including Sales, Product and Data Operations to deliver value from platform setup to first value, while overseeing renewals and expansion opportunities with a focus on ESG data solutions.

Qualifications

• 5+ years in customer success, account management or onboarding in SaaS or data-driven environments.
• Background in ESG, sustainability, or carbon accounting is a strong advantage.
• Experience onboarding, managing timelines, tracking milestones and coordinating multiple workstreams.
• Comfort with data sets and collaboration with technical teams on data issues.
• Commercial acumen with renewals, proposals and expansion opportunities.

Responsibilities

• Own end-to-end onboarding for new customers and ensure smooth transition from sales to active use.
• Manage a portfolio of accounts, drive product adoption, improve account health, retention and growth.
• Lead renewals, prepare proposals and support contract negotiations with internal teams.
• Guide customers in data preparation and troubleshooting within the Trellis platform.
• Gather customer feedback and help scale playbooks, templates and guides.

Skills

Customer success

Account management

Onboarding

SaaS experience

Cross-functional collaboration

Tools

CRM

Job description

Full time Sydney NSW (Hybrid)

Customer Success & Onboarding Manager

This role will be responsible for managing and enhancing the experience of the Trellis Technologies’ customers by ensuring the effective delivery and adoption of our software and data services. You will own a portfolio of accounts, drive product adoption, account health, retention and growth. At the same time, you will lead and coordinate end-to-end onboarding experience, from platform setup through to first value delivery.

Our Business

Trellis Technologies is headquartered in Adelaide, with a second office in Sydney. The business has been operating in the "E" of ESG since 2007, helping clients track and report on their environmental footprint.

Our software uses sophisticated AI-powered automation to read utility bills and other data to convert it into financial-grade emission footprints for Scope 1, 2, and 3 reporting. The platform delivers a bottom-up single source of truth for the entire organisation across Cost, Consumption, Energy, and Emissions. Trellis currently tracks over 33,000 facilities, allowing organisations to model progress towards Carbon Neutrality / Net Zero targets with various scenarios.

We are the only 100% Australian-owned business operating at this scale. We are ISO27001:2022 Certified and Climate Active Certified.

Our team comprises 25 colleagues with exceptional skills and capabilities, including PhDs in Marine Science, Machine Learning, and AI, as well as Climate Active Registered Consultants. We are proud of our exceptional software support and customer service to clients.

See more on our web-site: yourtrellis.com

Position Summary

This role will be responsible for managing and enhancing the experience of the Trellis Technologies’ customers by ensuring the effective delivery and adoption of our software and data services. You will own a portfolio of accounts, drive product adoption, account health, retention and growth. At the same time, you will lead and coordinate end-to-end onboarding experience, from platform setup through to first value delivery.

Reporting directly to the Head of Implementation and Customer Success, you will work closely with Sales, Marketing, Product, Data Operations, and Engineering to deliver a seamless customer experience.

Key Responsibilities

1. Customer Onboarding

• Own the end-to-end onboarding process for new customers, tracking key milestones and ensuring a smooth transition from sales to active use.
• Schedule and deliver training sessions, workshops, and best-practice guidance to drive user adoption.
• Maintain project trackers and data plans to keep implementations on schedule, identifying potential blockers and resolving them with internal support.
• Regularly update customers and internal stakeholders on onboarding progress and next steps.

2. Customer Relationship and Account Management

• Serve as the primary relationship owner for a portfolio of accounts, conducting regular check-ins, monthly touchpoints, and quarterly business reviews to assess satisfaction, review progress against goals, and drive ongoing value.
• Proactively monitor account health, product usage, and engagement levels; identify at‑risk accounts and implement tailored success plans to mitigate churn.
• Document customer interactions, feedback, and account plans in our CRM to maintain a clear, shared view of portfolio health.
• Act as an internal advocate for customers, ensuring their needs and objectives are clearly communicated to internal teams and addressed in a timely manner.

3. Renewals, Commercial Support, and Growth

• Manage the preparation and execution of customer renewals, including the drafting of proposals, quotations, and contractual documentation.
• Support commercial negotiations in collaboration with the Head of Implementation & Customer Success.
• Maintain accurate records of customer agreements and renewal timelines.
• Identify and surface expansion opportunities such as cross‑sell and upsells aligned to customer goals, needs, and usage patterns.
• Maintain up-to-date knowledge of Trellis’s products and services, as well as competitor landscape to support strategic growth.

4. Data Support Enablement

• Guide customers with the preparation, formatting, and upload of data in the Trellis platform.
• Troubleshoot and resolve data‑related issues in collaboration with internal technical teams.

5. Customer Advocacy and Continuous Improvement

• Collect customer feedback and be the voice of customer to support product and process improvements by sharing insights with the wider team.
• Assist with building and maintaining customer success resources, such as playbooks, templates and guides to scale best practices across the team.

Skills and Experience:

• A background in ESG, sustainability, or carbon accounting, paired with project management experience will be a strong advantage.
• 5+ years in customer success, account management, or customer‑facing onboarding in a SaaS or a data‑driven technology environment.
• Experience in onboarding, managing timelines, tracking milestones, and keeping multiple workstreams moving simultaneously.
• Comfortable working with data sets and alongside technical teams on data‑related troubleshooting.
• Commercial acumen, with experience in renewals, preparing proposals, and identifying account expansion opportunities.
• Proven ability to build and maintain strong customer relationships, driving satisfaction, retention, and adoption.
• Strong attention to detail and problem‑solving mindset.
• Excellent communication skills and the ability to work collaboratively with cross‑functional teams to deliver high‑quality outcomes.

Benefits:

• Join a dynamic team at Trellis Technologies, where we prioritise a culture of innovation and continuous improvement.

• Work with a highly skilled team of technical and domain (ESG) experts.

• Our environment fosters collaboration and respects the diverse perspectives of all team members, ensuring that every voice can be heard.
• While based in the vibrant and well‑equipped offices of Lot Fourteen (Adelaide) and Greenhouse Tech Hub (Sydney), team members enjoy flexibility in their work arrangements (with one WFH day a week), promoting a balance that accommodates various working styles and personal needs.
• We are committed to professional development and learning, offering opportunities to engage with emerging technologies and trends that can enhance both our products and your career trajectory.
• Experience a leadership style that is focused on empowerment and accountability, supporting both personal and professional growth.

We pride ourselves in providing exceptional support to our clients. Please reach out if you need any help.

Award-Winning Platform

Recognised as Australia's ESG Data Management Platform of the Year.

Trusted & Certified ABN: 15 123 897 012 Copyright © 2026 Trellis Technologies Pty Ltd Privacy Policy Designed, developed and brought to life by Nataliya S.