Senior Customer Success Manager

Vocus; Canberra; Hybrid; AUD 120,000 - 150,000; Full time

Benefits offered by this job

Flexible hours

Hybrid working environment

Staff discounts

Job summary

Vocus, Australia’s specialist fibre and network solutions provider, seeks a Senior Customer Success Manager to be the primary operational contact for key customers, driving service excellence and long‑term value. You will collaborate with internal teams across Service Delivery, Network Operations, Technical Support, Product and Sales to ensure outcomes meet customer objectives.

You will monitor SLA performance, guide risk registers, lead escalations and post‑incident reviews, develop customer

Qualifications

• 5+ years in Customer Success, Service Management or similar
• Experience in telecoms, managed services, government or tech environments
• Strong stakeholder management and governance experience

Responsibilities

• Act as primary operational contact for assigned accounts and build trusted relationships
• Develop and maintain customer success plans and risk registers
• Monitor service performance and SLA compliance; identify risks and improvements
• Champion customer needs across internal teams to drive positive outcomes
• Lead customer escalations and major incident communications; coordinate root cause analyses
• Conduct regular service reviews and present performance and value delivered
• Track customer health and opportunities to expand services
• Ensure governance, reporting and contractual obligations are met on time

Skills

Customer Success

Service Management

Service Delivery

Stakeholder management

ITIL

Job description

The Opportunity

As the Senior Customer Success Manager, you will be the primary operational contact for your customers, ensuring services are delivered to the highest standards while building trusted, long‑term relationships. You will work closely with internal teams across Service Delivery, Network Operations, Technical Support, Product, Sales and third‑party partners to drive service excellence, resolve complex issues, and identify opportunities for continuous improvement and growth.

This is an exciting opportunity for a customer‑focused professional who thrives in a fast‑paced environment and is passionate about creating value for customers.

What You\'ll Be Doing

• Act as the primary operational point of contact for assigned customer accounts, building trusted relationships with key stakeholders.
• Develop and maintain customer success plans, risk registers and action trackers aligned to customer business objectives.
• Monitor service performance, SLA compliance and network availability metrics, proactively identifying and addressing risks.
• Champion customer needs within Vocus, coordinating with technical support, network operations, service delivery, billing teams and delivery partners to drive positive outcomes.
• Lead customer escalations and major incident communications, ensuring timely resolution and effective stakeholder management.
• Coordinate root cause analysis activities and deliver post‑incident reporting.
• Conduct regular service reviews, presenting performance outcomes, business value delivered and improvement opportunities.
• Track customer health through RAG reporting and service performance analysis.
• Identify trends, risks and opportunities to enhance service delivery and customer experience.
• Ensure all governance, reporting and contractual obligations are completed accurately and on time.
• Support account teams by identifying opportunities to expand services and deliver greater value to customers.

What You\'ll Bring To The Role

• 5+ years\' experience in Customer Success, Service Management, Service Delivery or a similar customer‑facing operational leadership role.
• Experience within telecommunications, managed services, government or technology environments.
• Strong stakeholder management skills with the ability to influence and engage customers, vendors and internal teams.
• Proven experience managing service performance, governance frameworks and customer escalations.
• Strong analytical and problem‑solving capabilities, with the ability to interpret data and identify improvement opportunities.
• Working knowledge of ITIL Service Management principles and practices.
• Experience in risk identification, mitigation and continuous improvement initiatives.
• Excellent communication and presentation skills, with the ability to tailor messaging for both technical and business audiences.
• High levels of customer empathy and a passion for delivering exceptional customer outcomes.

Requirements

• To be successful in this role: You must be an Australian Citizen and eligible to obtain and maintain an NV1 AGSVA Security Clearance if you do not already hold one.

What We Offer

Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:

• Diverse and dynamic teams with a supportive and inclusive culture.
• Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
• Flexible hours and a hybrid working environment
• Generous discounts on power, gas, mobile and internet; plus, discounts to over 400 retailers.
• Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
• Study assistance programs to excel your personal growth, learning and development.
• Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.

Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.

We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.

With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.

About Us

As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high‑capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well‑known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.

We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.