Technical Customer Success Manager

Brambles; Sydney; Hybrid; AUD 120,000 - 180,000; Full time

Benefits offered by this job

Flexible hybrid work

Career progression

Salary incentives

Volunteer leave

Parental leave

Employee discounts

Share purchase options

Job summary

CHEP, a Brambles company, is hiring a Technical Customer Success Manager to own the post-implementation journey for IoT-enabled and digital supply chain solutions. You’ll support onboarding, adoption, and ongoing engagement, helping customers embed the solution and utilise data for better operations.

You’ll work across an end-to-end solution that combines connected equipment, IoT tech, data, and customer-facing software, diagnosing issues and guiding to resolution with cross-functional teams.

Qualifications

• Demonstrated experience in Customer Success, Technical Account Management, SaaS implementation, solutions consulting or a similar customer-facing technology role.
• Strong customer mindset with experience onboarding, training, adoption, engagement and value realization.
• Ability to explain technical concepts in clear business language.
• Strong technical curiosity to navigate digital platforms and data.
• Structured, problem-solving approach coordinating internal teams.
• Experience with SaaS, IoT, connected devices, asset-management platforms or data-led solutions.
• Strong communication, facilitation and presentation skills for customer reviews.
• Experience in supply chain, logistics, manufacturing, or related environments.
• Desirable tertiary qualifications in related disciplines.

Responsibilities

• Lead customer onboarding and training activities with smooth deployment and early engagement.
• Develop customer success plans with goals, milestones, and value measures, with regular touchpoints.
• Monitor usage, engagement, and adoption metrics to identify risks and protect retention.
• Gather feedback and share trends with product, support, and commercial teams.
• Support advocacy by capturing success stories and fostering champions.
• Collaborate with implementation, sales, and product teams for seamless experience.
• Identify upsell/cross-sell opportunities through insight into goals and usage.
• Maintain strong external relationships ensuring effective communication and issue resolution.

Skills

Customer-centric mindset

SaaS experience

IoT/digital solutions

Stakeholder management

Strong communication

Problem-solving

Education

Tertiary qualifications in Business/Technology/Supply Chain/Engineering

Job description

CHEP helps move more goods to more people, in more places than any other organization on earth via our 347 million pallets, crates and containers. We employ approximately 13,000 people and operate in 60 countries. Through our pioneering and sustainable share-and-reuse business model, the world’s biggest brands trust us to help them transport their goods more efficiently, safely and with less environmental impact.

What does that mean for you? You’ll join an international organization big enough to take you anywhere, and small enough to get you there sooner. You’ll help change how goods get to market and contribute to global sustainability. You’ll be empowered to bring your authentic self to work and be surrounded by diverse and driven professionals. And you can maximize your work-life balance and flexibility through ourHybrid Work Model.

Job Description

• Own the customer journey for innovative IoT and digital supply chain solutions
• Help customers turn connected device data into meaningful operational value
• Combine trusted customer partnership with hands-on technical problem-solving

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.
• Strong 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:

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.

Remote Type

Fully Remote

Skills to succeed in the role

Account Management, Change Leadership, Coaching, Commercial Sustainability, Cross-Functional Collaboration, Customer Experience (CX), Customer Partnerships, Digital Customer Solutions (Dcs), Disruptive Thinking, Emotional Intelligence, Feedback, Inclusive Leadership, Influencing, Leading Customer Centric Teams, Our Business, Prioritization, Sales Communications, Strategic Thinking, Value Propositions

We are an Equal Opportunity Employer, and we are committed to developing a diverse workforce in which everyone is treated fairly, with respect, and has the opportunity to contribute to business success while realizing his or her potential. This means harnessing the unique skills and experience that each individual brings and we do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state, or local protected class.

Not actively looking, but interested in the opportunity to own the customer journey for innovative IoT and digital supply-chain solutions? We would love to hear from you!

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