Senior Customer Success Manager

Symbio; Sydney; On-site; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Parental leave (26 weeks)

Internet discount

Mobile discount

Fitness Passport

Flexible working

EAP

Staff discounts

Rewards & recognition

Training & development

Job summary

Symbio, part of the Aussie Broadband Group, is seeking a Senior Customer Success Manager in Sydney to partner with major customers as a trusted advisor. You will lead onboarding, adoption, and ongoing success initiatives while coordinating with Delivery, Commercial, and CS teams to maximise value and drive outcomes.

You’ll combine strategic thinking with hands-on execution, manage risks, and foster a customer-first culture across Australia and the APAC region.

Qualifications

• What you'll bring includes strong relationships at senior levels and executives.
• Excellent problem-solving, empathy, and effective communication.
• Ability to balance strategic thinking with hands-on delivery.
• Experience leading complex customer engagements and cross-functional initiatives.
• Proven communication, facilitation, and presentation skills.
• A mindset focused on adaptability and continuous improvement.
• Background in Customer Success, Service Delivery, Operations, Telecoms, or Tech.

Responsibilities

• Build and maintain trusted relationships with customers as a key contact and advisor.
• Partner with customers to understand objectives and maximise value from products and services.
• Coordinate onboarding, implementation, and ongoing success initiatives with internal teams.
• Manage priorities, capacity, and project sequencing with business stakeholders.
• Drive continuous improvement to enhance customer experience and operational effectiveness.
• Identify risks early and develop collaborative solutions with stakeholders.
• Oversee end-to-end delivery lifecycle from kick-off to completion.
• Facilitate customer workshops, governance forums, and project reviews.
• Monitor milestones, dependencies, and KPIs to ensure delivery success.
• Maintain high-quality communication, documentation, and reporting.
• Champion customer advocacy by translating goals into outcomes.
• Contribute to a collaborative knowledge-sharing culture across teams.

Skills

Relationship building

Communication

Facilitation

Presentation skills

Problem solving

Strategic thinking

Execution

Cross-functional leadership

Adaptability

Continuous improvement

Telecommunications industry knowledge

Stakeholder management

Operations

Job description

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

At Aussie Broadband, we celebrate difference and are committed to creating an inclusive workplace where everyone can bring their whole selves to work. 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 ourPledge 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