About this role

Lead Customer Success projects and initiatives, ensuring objectives, timelines, and outcomes are delivered effectively.
Manage onboarding, training, coaching, and ongoing professional development for Customer Success team members.
Define, implement, and continuously improve customer lifecycle processes and customer engagement touchpoints.
Standardise customer communications, templates, and success planning approaches across customer segments.
Act as an escalation point for complex customer situations, ensuring timely resolution while supporting team learning and development.
Manage key customer relationships, helping customers realise value from their investment and supporting product adoption.
Monitor and improve Customer Success performance metrics, including customer retention, adoption, customer health, customer satisfaction, and team effectiveness.
Collaborate with Sales, Support, Product, and other teams to improve the customer experience and align customer-facing activities.
Use customer feedback, operational data, and performance metrics to identify opportunities for process improvement.
Support workforce planning and operational readiness during periods of increased customer demand.

5+ years of experience in Customer Success, account management, or a related customer-facing role within a SaaS environment.
Experience leading teams and coordinating work across cross-functional stakeholders.
Experience developing and improving customer lifecycle processes, customer engagement programs, or customer success operations.
Demonstrates a customer-focused approach and uses customer insight to inform decisions and improvements.
Strong analytical capability, using data, performance metrics, and structured problem-solving approaches to support decision-making.
Strong organizational skills and attention to detail.
Communicates clearly and effectively with customers, colleagues, and stakeholders across a range of communication channels.
Experience using data, reporting tools, automation, or AI-enabled solutions to improve customer outcomes, team effectiveness, or operational performance.

Manager, Customer Success

Key skills