Technical Customer Success Manager

CHEP; Greater Dandenong; Hybrid; AUD 110,000 - 140,000; Full time

Benefits offered by this job

Flexible hybrid work

Career progression opportunities

Competitive salary and incentives

Volunteer leave

Parental leave benefits

Employee discounts

Job summary

CHEP is expanding its Digital Customer Solutions team and seeks a Technical Customer Success Manager. You will own the post-implementation journey for IoT-enabled, digital supply chain solutions, guiding onboarding, adoption and ongoing engagement to improve customer operations.

You will work across connected devices, data and customer-facing software, diagnosing issues and driving resolution with cross-functional teams, while supporting upsell opportunities and ensuring retention.

Qualifications

• Experience delivering onboarding, adoption and ongoing engagement for digital solutions.
• Ability to explain technical concepts in practical business language.
• Strong collaboration across product, support and commercial teams.

Responsibilities

• Lead onboarding and training for digital solutions.
• Develop success plans with goals, milestones and value metrics.
• Monitor usage and adoption to prevent churn and maximize value.
• Capture feedback to inform product improvements and roadmaps.
• Foster customer advocacy and sponsorship within retailers.
• Coordinate with implementation, sales and product teams.
• Identify upsell/cross-sell opportunities through usage insights.
• Maintain strong relationships with customer stakeholders.

Skills

Customer-centric mindset

Stakeholder management

SaaS experience

Onboarding & training

Data interpretation

Education

Bachelor's degree in Business/Tech/Engineering

Tools

IoT platforms

Asset-management platforms

Job description

CHEP’s Digital Customer Solutions business is growing, and we’re creating a new opportunity for a Technical Customer Success Manager to own the post-implementation customer journey for our IoT-enabled and digital supply chain solutions.

Reporting to the Head of Product Management - Digital Customer Solutions, you’ll support onboarding, adoption and ongoing engagement, helping customers understand the solution, embed it successfully and use its data and insights to improve their operations.

You’ll work across an end-to-end solution that brings together connected equipment, IoT technology, data and customer-facing software. When an issue arises, you’ll help diagnose what is happening, bring together the right expertise, keep the customer informed and take ownership through to resolution.

This newly created role offers the pace, variety and opportunity to shape ways of working typically associated with a growing technology business, backed by the scale, stability and global reach of CHEP and Brambles.

This role can be based in Sydney, NSW, or Melbourne, VIC, and operates under a hybrid working model. Some annual travel to Customer Sites across Australia and New Zealand is required.

Key Responsibilities May Include:

• Lead customer onboarding and training activities, ensuring smooth deployment and effective early engagement with digital solutions.
• Develop customer success plans with clear goals, milestones, and value measures, maintaining regular touchpoints to support customer outcomes.
• Monitor customer usage, engagement, and adoption metrics to identify risks and take proactive action to protect retention and maximise value.
• Gather customer feedback and insights, sharing trends and needs with product, support, and commercial teams to influence product improvements and future enhancements.
• Support customer advocacy efforts by capturing success stories, fostering champions, and contributing to retailer engagement initiatives.
• Collaborate with implementation, sales, and product teams to ensure seamless customer experience and alignment on customer priorities.
• Assist account teams in identifying upsell and cross-sell opportunities through insight into customer goals and usage patterns.
• Maintain strong external relationships with customer stakeholders, ensuring effective communication, issue resolution, and alignment throughout the partnership lifecycle.

What will set you up for success:

• Demonstrated experience in Customer Success, Technical Account Management, SaaS implementation, solutions consulting or a similar customer-facing technology role.
• A strong customer mindset, with experience supporting onboarding, training, adoption, engagement, retention and value realisation.
• The ability to build credibility with both operational and senior stakeholders and explain technical concepts in clear, practical business language.
• Strong technical curiosity and the confidence to navigate digital platforms, examine data and investigate how different components of a solution interact.
• A logical and structured approach to problem-solving, with a track record of coordinating internal teams to resolve complex customer issues.
• Experience working with SaaS, IoT, connected devices, asset-management platforms or other data-led technology solutions.
• Impressive communication, facilitation and presentation skills, including the confidence to lead customer training and business reviews.
• Experience in supply chain, logistics, manufacturing, retail, asset management or another operationally complex environment would be advantageous.
• Tertiary qualifications in Business, Technology, Supply Chain, Engineering or a related discipline are desirable.

About CHEP, a Brambles company

CHEP is a global leader in Supply Chain Solutions. Together with producers, manufacturers, retailers and logistics partners, CHEP advances the smart and sustainable movement of goods across more than 60 countries.

For more information, visit www.chep.com.

At CHEP Australia, you’re joining a business that is large enough to offer global opportunity, yet small enough to make a real impact. We offer:

• A flexible, hybrid working environment
• Brilliant learning, development and career-progression opportunities
• Attractive salary and incentive opportunities
• Reward and Recognition Programs
• Paid volunteer leave, three days per year
• Generous parental-leave benefits
• Employee discounts and share-purchase options

We are proud to be an inclusive and diverse workplace that reflects the communities and customers we serve.

If you require adjustments or support through any stage of the recruitment process, we encourage you to let our Talent Acquisition team know.

Full working rights in Australia are required. We are unable to offer sponsorship for this role at this time.