Senior Customer Success Manager

Loop Logics Co; Melbourne; On-site; AUD 110,000 - 140,000; Full time

Job summary

Loop Logics is seeking a Senior Customer Success Manager to build meaningful client relationships across Australia and New Zealand. You will understand customers’ businesses, help them extract more value from Loop Logics, and ensure sustained growth in usage and satisfaction.

You’ll be the escalation point for complex client matters, coach colleagues, and collaborate with Sales, Product, and Technology to improve delivery models.

Qualifications

• Insurance industry experience in repair/restoration/claims contexts is a strong advantage.
• Proven track record leading client-facing or operational SaaS teams.
• Hands-on experience with implementation, onboarding, training and support.

Responsibilities

• Own the customer journey from onboarding to activation, adoption, retention and expansion with defined processes and playbooks.
• Lead implementations, onboarding and training with confident meetings and software demos.
• Develop scalable success plans and measure adoption and volume targets for each customer.
• Proactively identify under-utilisation and create uplift plans for adoption and revenue growth.
• Manage customer health and intervene to mitigate churn risk.
• Conduct regular customer reviews and solution discussions, surfacing opportunities for expanded usage.
• Serve as escalation point for complex client matters and guide the path forward.
• Collaborate with Sales for smooth handover from signed customer to active success.
• Capture feedback for product and development to shape priorities.
• Coach and support CS and Implementation teams as the group scales.

Skills

Insurance experience

Leadership of client-facing teams

Implementation & onboarding

Stakeholder influence

Technical aptitude

Cross-functional collaboration

Degree or equivalent

Coaching & development

Education

Bachelor's degree or equivalent

Tools

CRM software

Data analysis tools

Job description

Loop Logics is the platform insurance builders, restoration companies, and trade contractors choose to run better jobs. We replace the disconnected tools that slow the industry down with one connected platform for quoting, project delivery, compliance, field operations, and financial control, purpose-built for the construction industry and trusted by builders across Australia and New Zealand. We're entering an exciting growth stage, and Customer Success will be central to what comes next.

We want someone who's genuinely curious about how businesses operate, who solves real problems, and who helps customers transform the way they manage their projects and claims. Insurance industry experience, ideally in insurance repair, restoration, building, or claims-driven environments, is an advantage. If you're motivated by building relationships, solving real business problems, and seeing the measurable impact of your work on a customer's operations, this is a role where that impact is front and center.

About the Job

Loop Logics is looking for a Senior Customer Success Manager to build meaningful client relationships: understand their businesses, help them get more value from Loop Logics, and ensure that value keeps growing. You'll work closely with customers, Support, Sales, and our Head of Customer Success, as well as Product and Technology.

You'll be the go-to escalation point for complex client matters, coach and support colleagues across Customer Success and Implementation, and work with clients across Australia and New Zealand.

What You'll Do

You'll work directly with our clients: primarily insurance builders, restoration companies, maintenance companies and trades to understand how they operate and help them get the most out of Loop Logics.

That includes:

• Own the customer journey and service quality from sales handover and onboarding through to activation, adoption, retention and expansion, backed by clear processes and work plans.
• Lead implementations, onboarding and training. Including running confident meetings, training sessions and software demos.
• Build a success plan for every customer, at scale, defining what strong Loop Logics adoption and volume should look like for them.
• Spot under utilisation early and build plans to lift adoption and transaction volumes.
• Own customer health by proactively managing accounts that show signs of disengagement or churn risk.
• Run regular customer reviews and solution discussions, using data to show the value Loop Logics is delivering and surface new opportunities.
• Be the go-to escalation point for complex client matters, using sound judgment to agree the right path forward.
• Partner with Sales and Partnerships for a smooth handover from signed customer to active, successful customer.
• Capture recurring feedback and work with Product and Development to document client-driven requirements and shape priorities.
• Coach and support Customer Success and Implementation colleagues as the team grows.
• Shape our Customer Success operating rhythm, onboarding, health scoring, review cadences, playbooks, reporting, and escalation, and keep improving our processes, tools, and delivery models.

What We're Looking For

• Insurance industry experience, ideally in insurance repair, restoration, building, or claims-driven environments. This is a huge advantage!
• A proven track record leading client-facing or operational teams in a SaaS, technology, or platform-based business.
• Hands-on experience across implementation, onboarding, training, and support.
• Confidence with senior stakeholders and clients; you can build trust, influence how they work, and guide them to better outcomes.
• Technical aptitude to pick up complex software platforms quickly, including the Loop platform and its integrations.
• Cross-functional experience working with Product and Development teams to solve problems and define requirements.
• Significant professional experience in a related field — a relevant degree or equivalent work experience.
• A track record of coaching and developing professional-level colleagues.

Not sure you tick every box? Still apply and reach out today. We'd love to hear from you

How We'll Measure Success

Ultimately, success means our customers get measurable value from Loop Logics and, as a result, stay with us, use more of the platform, and become advocates in the market.

We'll look at:

• Customer activation and onboarding
• Customer engagement and product adoption
• Growth in revenueCustomer retention and reduction in preventable churn
• Expansion of Loop Logics usage within existing accounts
• Successful activation of under utilised accounts
• Customer satisfaction and quality of relationships
• Effectiveness and scalability of the Customer Success processes you build

Where This Role Can Go

This is a chance to join Loop Logics at an exciting stage of our growth. You'll be hands-on from day one, and you'll help us define what exceptional Customer Success looks like. You'll also be joining a team of driven people who strive for excellence in a fast-paced environment.

Why Join Loop Logics?

You'll join a team that values ownership, initiative, honesty, and supportive collaboration, and you'll help shape how Customer Success works as Loop Logics grows.

Our Commitment to Diversity and Inclusion

Loop Logics is committed to building a diverse, inclusive and respectful workplace across Australia and New Zealand. We welcome applications from people of all backgrounds, and we recruit, hire, train and promote based on merit, skills and business needs without discrimination or harassment of any kind.

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