Customer Success Manager

Megaport is the global leader in Network as a Service (NaaS), transforming the way businesses connect to the cloud. The Customer Success Manager will act as the main point of contact for existing customers, focusing on account growth, customer retention, and driving product adoption.

Responsibilities:

• As part of the Customer Account Team, this role will collaborate with Direct Sales Executives and Solution Architects to drive, grow and retain targeted revenue from our existing customers, focusing on supporting the overall customer experience
• Carry quarterly expansion targets for the assigned customer portfolio, identifying and executing upsell and cross-sell opportunities while building and maintaining a healthy pipeline of growth opportunities within existing accounts
• Act as a trusted advisor to existing customers, focusing on initial onboarding and enablement, to ensure quick time to value as well as providing information about Megaport enhancements, new products and ecosystem partners
• Own and proactively drive the renewal process across a wide base of customers, increasing long-term revenue by converting customers from month-to-month to term subscriptions and identifying expansion opportunities during renewal cycles
• Be responsible for proactive, sequenced outreach communications across a large base of customers driving further adoption, solution awareness and opportunities to engage with Megaport and our partner community
• Champion customers throughout their entire customer journey, including facilitating the resolution of customer-related issues and concerns from a Commercial and Sales standpoint, and understanding how we can add more value
• Nurture the nominated customer base, identifying key targets and executing an account growth strategy aligned to customer needs, vertical opportunities, and Megaport solutions
• Ensure each new customer follows a formal onboarding process, with key milestones and activities documented in Salesforce to enable transparency, knowledge transfer, and consistent customer experience across the team
• Work closely with Sales, Solutions Architecture, Support, Engineering, Legal, Finance, and Product teams to deliver a seamless customer experience
• Represent your team’s insights and feedback in internal discussions to shape product and process improvements
• Ensure your team is capturing key insights during customer engagement to support continuous improvement
• Nurture the nominated customer base, identifying key targets and executing an account growth strategy aligned to customer needs, vertical opportunities, and Megaport solutions
• Maintain in-depth knowledge of Megaport products and solutions and be able to propose and demonstrate these to the customers, whilst being aware of rival services or products. Maintain and share a value add opinion on Megaport and where we fit in the customer's ecosystem
• Collaborate with Sales and Marketing teams on campaigns and strategies for revenue growth

Requirements:

• 3+ years experience within the Enterprise software market or Internet/Telecommunications industries
• 3+ years experience in an Account Management or Customer Success role
• Proven ability to work in a fast-paced technical environment, with multiple tasks or goals
• Strong verbal and written communication skills, as well as the ability to collaborate and work effectively across internal and external organisations
• Demonstrable ability to identify customer needs, appreciate and understand the customers' service issues, or 'pain points', and present a suitable solution
• Ability to deliver revenue results and operate in a consultative-based selling approach
• Ability to work with the wider Megaport teams to focus on revenue generation and results
• Maintain records, reports, and data as per the Megaport models, with a focus on revenue retention from the existing agreed customer list
• Strong verbal and written communication skills are a must, as well as the ability to work effectively across internal and external organisations
• Experience in proposing or deploying cloud and virtualised compute solutions in enterprise customer environments is highly desired