Senior Customer Success Manager

Symbio; City of Melbourne; On-site; AUD 110,000 - 140,000; Full time

Benefits offered by this job

26 weeks parental leave

Flexible working arrangements

Employee Assistance Program (EAP)

Discounts with Specsavers/HCF

Monthly rewards and recognition

Internal training and development

Yearly Aussie merch allowance

Job summary

Symbio, part of the Aussie Broadband Group, is seeking a Senior Customer Success Manager to partner with valued customers and drive long-term success. You will work with Customer Success, Delivery and Commercial teams to ensure initiatives are delivered with a customer-first approach.

You will lead workshops, governance forums and reviews, ensuring milestones and KPIs are tracked and reported with high-quality communication. This role is central to turning customer goals into tangible outcomes.

Qualifications

• Proven experience building relationships with senior leaders and executives.
• Experience managing complex customer engagements and cross-functional initiatives.
• Knowledge of telecommunications or technology environments and industry practices.

Responsibilities

• Build and maintain trusted relationships with customers and stakeholders.
• Collaborate with internal teams to onboard, implement and drive ongoing success initiatives.
• Manage priorities, capacity and sequencing across customer programs.

Skills

Stakeholder relations

Strategic thinking

Project delivery

Communication skills

Cross-functional collaboration

Job description

About Us

Symbio, part of the Aussie Broadband Group, is revolutionising global communications. Our platform delivers the full communications stack, from carrier infrastructure to enterprise collaboration solutions, across multiple Asia-Pacific markets. Our goal is to be the telco people love - our customers, team members, shareholders, and partners.

About Us

Symbio, part of the Aussie Broadband Group, is revolutionising global communications. Our platform delivers the full communications stack, from carrier infrastructure to enterprise collaboration solutions, across multiple Asia-Pacific markets. Our goal is to be the telco people love - our customers, team members, shareholders, and partners.
Listed on the Australian Stock Exchange (ASX: ABB), the Aussie Broadband Group collectively supplies more than 1 million telecommunications services, operates two Tier 1 voice providers in Australia and owns fibre infrastructure.
Our culture is built on five values that guide everything we do:
Don'tbe ordinary, be awesome | Think BIG | Nobullsh*t | Be good to people | Have fun.

Are you passionate about building strong customer relationships, delivering exceptional customer experiences, and driving successful outcomes? We're looking for a Senior Customer Success Manager to join our growing team and play a pivotal role in helping our customers achieve long-term success.

In this role, you'll partner with some of our most valued customers, acting as a trusted advisor and advocate throughout their journey. You'll work closely with Customer Success, Delivery, and Commercial teams to ensure customer initiatives are delivered successfully while fostering positive relationships, continuous improvement, and a customer-first approach.

This is an opportunity to combine strategic thinking, customer engagement, and operational excellence in a role where you can make a genuine impact.

What You'll Do

• Build and maintain trusted relationships with customers, becoming a key point of contact and advisor.
• Partner with customers to understand their objectives and help them maximise value from our products and services.
• Collaborate with internal stakeholders to coordinate customer onboarding, implementation, and ongoing success initiatives.
• Work with business stakeholders to manage priorities, capacity, and project sequencing.
• Drive continuous improvement initiatives that enhance the customer experience and operational effectiveness.
• Proactively identify risks and work collaboratively with stakeholders to develop solutions.
• Manage the end-to-end delivery lifecycle, from kick-off through to completion.
• Facilitate customer workshops, governance forums, project reviews, and stakeholder meetings.
• Monitor project milestones, dependencies, and key performance indicators to ensure successful delivery.
• Ensure high-quality communication, documentation, and reporting standards are maintained.
• Champion customer advocacy by understanding customer goals and translating business needs into successful outcomes.
• Contribute to a collaborative and knowledge-sharing culture across Customer Success, Delivery, and Commercial teams.

What You'll Bring

• Demonstrated experience building strong customer and stakeholder relationships at all levels, including senior leaders and executives.
• Strong problem-solving skills and the ability to navigate complex situations with confidence and empathy.
• The ability to balance strategic thinking with hands-on execution.
• Experience managing complex customer engagements and cross-functional initiatives.
• Strong communication, facilitation, and presentation skills.
• Adaptability, curiosity, and a continuous improvement mindset.
• Experience in Customer Success, Service Delivery, Operations, Telecommunications, or Technology environments.
• Understanding of telecommunications industry practices, including Number Portability, NBN, Fibre, or Ethernet services (advantageous but not essential).
• Knowledge of industry and regulatory frameworks.
• Understanding of workforce management or operational management practices is desirable.
• Telecommunications and/or IT operational management experience preferred.

Why Join Us

As a proud Equal Opportunity Employer, we support and celebrate diversity every day it's just one of the ways we live our value of "Be good to people."
We also give back to the communities we serve through our Pledge 1% commitment, community sponsorship programs, and paid community service leave for all staff.

The Good Stuff

• 26 weeks paid parental leave for permanent employees, for both primary and secondary caregivers (in addition to any government-paid leave)
• Discounted internet up to the value of $109 per month
• 20% off Mobile services
• Fitness Passport for access to multiple gyms and pools across Australia
• Flexible working arrangements
• Employee Assistance Program (EAP)
• Discounts with Specsavers, HCF, and many more
• Monthly rewards and recognition
• Internal training and development resources to support your career growth
• Yearly Aussie merch allowance