Senior Customer Success Manager - Remote (Aged Care Tech)

Iag; Sydney; Remote; AUD 110,000 - 150,000; Full time

Benefits offered by this job

Remote-first Australia-wide

Wellbeing allowance

Generous leave policy

Office collaboration options

Job summary

The Lookout Way is seeking a Customer Success Manager to manage a portfolio of strategic home care customers. You will guide adoption, support transformation, and become a trusted advisor to executives, bridging software capabilities with real-world operations.

You will collaborate with Sales, Product, Solutions, and Support to deliver a cohesive customer experience and drive sustainable outcomes across complex care environments.

Qualifications

• 5+ years' experience in Customer Success or similar role within SaaS/tech.
• Experience in Customer Support, Onboarding, Implementations or Pre-Sales is highly regarded.
• Strong SaaS product knowledge and Lookout platform expertise.
• Proven experience managing complex enterprise/customer relationships.

Responsibilities

• Act as primary strategic contact for portfolio of strategic customers.
• Build trusted relationships with senior leaders and executives.
• Develop and drive structured success plans and adoption roadmaps.
• Monitor health via usage and insights, identify risks and opportunities.
• Lead conversations on progress, accountability and outcomes with confidence.
• Navigate complex situations and provide calm, solutions-focused guidance.
• Translate customer feedback into actionable internal insights.
• Guide customers to embed Lookout into workflows and daily practice.

Skills

CRM literacy

Executive stakeholder management

SaaS product knowledge

Problem solving

Tools

HubSpot

Asana

Avoma

Claude

Job description

The Lookout Way is seeking a Customer Success Manager to manage a portfolio of strategic home care customers. You will guide adoption, support transformation, and become a trusted advisor to executives, bridging software capabilities with real-world operations.

You will collaborate with Sales, Product, Solutions, and Support to deliver a cohesive customer experience and drive sustainable outcomes across complex care environments.