Senior Customer Success Manager - Flexible, Impactful, Growth

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 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.