IoT SaaS Customer Success Lead

CHEP; Ryde; Hybrid; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Hybrid working environment

Career progression opportunities

Salary and incentives

Recognition programs

Volunteer leave

Parental leave

Discounts and share options

Job summary

CHEP’s Digital Customer Solutions team seeks a Technical Customer Success Manager to own the post-implementation journey for IoT-enabled, digital supply chain solutions. You will onboard, train and engage customers, helping them realise value from data and insights to improve operations.

You will collaborate with product, support and commercial teams, drive adoption, manage risks, and identify opportunities across Australia and New Zealand in a hybrid work model with some travel.

Qualifications

• Experience in Customer Success, SaaS implementation or similar customer-facing tech role.
• Customer onboarding, training, adoption, engagement, retention and value realisation experience.
• Ability to explain technical concepts in business terms to varied stakeholders.
• Experience with SaaS, IoT, connected devices or data-led tech solutions.
• Strong communication, facilitation and presentation skills for training and business reviews.
• Experience in supply chain, logistics or manufacturing is advantageous.
• Tertiary qualifications in Business, Technology, or related discipline desirable.

Responsibilities

• Lead customer onboarding and training activities for digital solutions.
• Develop customer success plans with goals, milestones and value measures.
• Monitor usage and adoption metrics, identify risks and protect retention.
• Share insights with product, support and commercial teams for improvements.
• Capture success stories and foster champions for retailer engagement.
• Collaborate with implementation, sales and product teams for a seamless experience.
• Identify upsell/cross-sell opportunities through usage insights.
• Maintain strong relationships with customer stakeholders throughout the lifecycle.

Skills

Customer Success

SaaS implementation

Stakeholder management

Data analysis

Technical explanation

Communication

Problem solving

IoT experience

Supply chain knowledge

Education

Business or Engineering degree

Job description

CHEP’s Digital Customer Solutions team seeks a Technical Customer Success Manager to own the post-implementation journey for IoT-enabled, digital supply chain solutions. You will onboard, train and engage customers, helping them realise value from data and insights to improve operations.

You will collaborate with product, support and commercial teams, drive adoption, manage risks, and identify opportunities across Australia and New Zealand in a hybrid work model with some travel.