Senior Client Success Manager

Optus; Adelaide; On-site; AUD 130,000 - 170,000; Full time

Benefits offered by this job

Competitive remuneration

$80 monthly credit

25% off Optus products

Exclusive shopping discounts

Flexible hybrid work (3 days in office

2 days remote

Enhanced leave policies

Parental Leave up to 16 weeks

Diversity and inclusion networks

24/7 wellbeing support

Job summary

Optus is seeking a Senior Client Success Manager to be a strategic partner for State government clients, focusing on Contact Centre technologies. You will drive client success, nurture relationships, and enable growth through consultative engagement and collaboration with account teams.

You will manage client feedback, lead success planning, and ensure renewal revenue while delivering measurable business outcomes. The role offers flexibility with office and remote work options in Australia.

Qualifications

• Proven experience in client relationship management and service delivery.
• Strong Contact Centre experience and familiarity with WFM, Call Recording and routing in contact centres.
• Strong business sense and strategic insight.
• Outstanding communication skills and ability to influence collaborators.

Responsibilities

• Develop and maintain enduring relationships with clients, gaining insight into their goals and priorities.
• Facilitate client Success Plans with Account Teams to ensure pragmatic execution and measurable benefits.
• Maintain a structured cadence of face-to-face communication to gather feedback and provide performance updates.
• Ensure contract renewals are completed on time with a target of 100% revenue retention.

Skills

Client relationship management

Service delivery

Contact centre experience

Workforce management

Call recording

Agent call routing

Strategic thinking

Excellent communication

Tools

Workforce Management

Call Recording

Agent Call Routing

Job description

Optus is an Australian telecommunications company, delivering more than 11 million services to our customers every day across mobile, broadband, and digital solutions.

As a Senior Client Success Manager, you will be a strategic partner and trusted advisor to State government clients, helping them get the most from their Optus product suite, with a particular focus on Contact Centre technologies. This role serves as the main contact for client success, responsible for achieving clear business results, encouraging lasting relationships, and supporting growth. You'll use a consultative style with client collaborators to fully understand their business goals, industry changes, and transformation plans.

What You'll Do | Your day to day will consist of:

• Develop and maintain enduring relationships with clients, gaining insight into their business goals and strategic priorities.
• Facilitate client Success Plans in collaboration with Account Teams to ensure pragmatic execution and measurable business benefits.
• Maintain a structured cadence of face-to-face communication to orchestrate customer feedback and provide service performance updates.
• Ensure contract renewals are completed on time with a goal of achieving 100% annual revenue retention.

What You Bring | What makes you perfect for the role:

• Proven experience in client relationship management and service delivery.
• Strong Contact Centre experience and familiarity with key functionality such as Workforce Management, Call Recording, Agent Call Routing & other Contact Centre applications.
• Strong business sense and strategic insight.
• Outstanding communication skills and ability to influence collaborators.
• Ability to successfully implement and drive optimisation initiatives.

The good stuff…. | What's in it for you:

• Competitive remuneration, plus $80 monthly credit, 25% off Optus products, and exclusive shopping discounts with our retail partners — making everyday life a little more affordable.
• Genuine Flexibility - work three days in the office, two days from wherever works best for you.
• Great leave policies, including additional 'Connected' days to focus on culture, family, health, community, or whatever matters most to you.
• Inclusive, carer-neutral paid Parental Leave of up to 16 weeks, because family comes first.
• Build meaningful connections through colleague-led networks and diversity initiatives including Culture Connect, Elevate Women, Disability Network, and Express Yourself (LGBTQIA+).
• Your wellbeing matters, so we offer free counselling and support services, available 24/7 in-person, by phone, SMS, or video.

At Optus, we are strengthened by others and that means valuing diversity and saying 'yes' to embracing individual differences. We are committed to ensuring that our application process provides an equal employment opportunity to all job seekers, including individuals from diverse gender, cultural and linguistic backgrounds, individuals with a disability, individuals identifying as being part of the LGBTQIA+ community, individuals who may have served in the armed forces or who identify as Aboriginal and/or Torres Strait Islander. We also want to do our best to make our recruitment process inclusive. If you require any adjustments or accessibility support to participate fairly and equitably in the recruitment process, please email [e-mail] or call 18 170 . We're here to help.

For more information on Diversity, Inclusion & Belonging at Optus, please visit https://www.optus.com.au/about/inclusion-diversity