Strategic Customer Success Lead

Aussie Broadband Limited; Sydney; Hybrid; AUD 140,000 - 190,000; Full time

Benefits offered by this job

26 weeks paid parental leave

Discounted internet

20% off Mobile services

Fitness Passport

Flexible working arrangements

EAP

Specsavers discounts

Merch allowance

Job summary

Senior Customer Success Manager role within Aussie Broadband Group's Symbio unit is seeking a strategic leader to partner with valued customers, guiding onboarding, delivery and ongoing value realization.

You will collaborate with Customer Success, Delivery and Commercial teams to drive outcomes, manage risks, and champion a customer-first approach across Australia and Asia-Pacific markets.

Qualifications

• 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.
• Ability to balance strategic thinking with hands-on execution.

Responsibilities

• Build and maintain trusted relationships with customers, becoming a key point of contact and advisor.
• Partner with customers to understand objectives and maximise value from products and services.
• Coordinate customer onboarding, implementation, and ongoing success initiatives with internal teams.
• Manage priorities, capacity, and project sequencing across stakeholders.
• Drive continuous improvement to enhance customer experience and operational effectiveness.
• Identify risks proactively and work with stakeholders to develop solutions.
• Oversee end-to-end delivery lifecycle from kick-off to completion.
• Facilitate customer workshops, governance forums, and meetings.
• Monitor milestones, dependencies and KPIs to ensure successful delivery.
• Maintain high-quality communication, documentation and reporting.

Skills

Relationship building

Problem solving

Strategic thinking

Cross-functional collaboration

Communication skills

Regulatory knowledge

Job description

Senior Customer Success Manager role within Aussie Broadband Group's Symbio unit is seeking a strategic leader to partner with valued customers, guiding onboarding, delivery and ongoing value realization.

You will collaborate with Customer Success, Delivery and Commercial teams to drive outcomes, manage risks, and champion a customer-first approach across Australia and Asia-Pacific markets.