IoT & Digital Solutions Customer Success Manager

CHEP; Melbourne; Hybrid; AUD 120,000 - 170,000; Full time

Benefits offered by this job

Flexible hybrid working environment

Brilliant learning, development and

Job summary

CHEP Australia seeks a Technical Customer Success Manager to own the post-implementation journey for IoT-enabled digital supply chain solutions. You will support onboarding, adoption and ongoing engagement, helping customers understand the solution, embed it successfully and use data to improve operations.

You’ll work across an end-to-end solution, diagnose issues, coordinate experts and drive resolution, with hybrid work and occasional travel across Australia and New Zealand.

Qualifications

• Demonstrated experience in Customer Success, Technical Account Management, SaaS implementation or similar role.
• Strong customer mindset covering onboarding, adoption, engagement, retention and value realization.
• Ability to explain technical concepts in practical business language.

Responsibilities

• Lead onboarding and training for digital solutions.
• Develop and monitor success plans with goals, milestones and value measures.
• Monitor usage and engagement metrics to protect retention and maximise value.
• Capture insights to influence product improvements and future enhancements.
• Foster customer advocacy and contribute to retailer engagement initiatives.
• Collaborate with teams to ensure a seamless customer experience and alignment on priorities.
• Identify upsell/cross-sell opportunities through usage insights.
• Maintain strong relationships with customer stakeholders throughout the partnership.

Skills

Customer Success

SaaS implementation

IoT knowledge

Data-led solutions

Stakeholder communication

Problem solving

Cross-functional collaboration

Education

Business

Technology

Supply Chain

Engineering

Job description

CHEP Australia seeks a Technical Customer Success Manager to own the post-implementation journey for IoT-enabled digital supply chain solutions. You will support onboarding, adoption and ongoing engagement, helping customers understand the solution, embed it successfully and use data to improve operations.

You’ll work across an end-to-end solution, diagnose issues, coordinate experts and drive resolution, with hybrid work and occasional travel across Australia and New Zealand.