Customer Success Manager

SUMMARY:
Our client is seeking an experienced Customer Success Manager to lead and scale their customer success function. This role will manage a team of Account Managers and act as the bridge between sales, service delivery, and operations—ensuring clients realise ongoing value from their solutions while driving retention, expansion, and recurring revenue growth.

This role combining customer success and commercial responsibility. The Customer Success Manager will own client health, renewals, churn reduction, and account growth, while positioning the business as a strategic technology partner rather than a traditional ISP or service provider.
The successful candidate will help evolve customer success into a structured, insight-driven function aligned with the organisation’s broader technology and service strategy.

POSITION INFO:
Minimum Requirements:

• Proven experience in Customer Success, Account Management, or a similar client-facing role, with team leadership experience
• Strong commercial acumen with a track record in renewals, retention, and revenue growth
• Experience working cross-functionally across sales, operations, and service delivery
• Background in IT, technology, telecoms, or ISP environments
• Experience managing strategic or key client relationships and driving customer lifecycle outcomes
• Exposure to customer success frameworks, CRM systems, and data-driven decision-making
• Relevant tertiary qualification (advantageous)

• Lead, coach, and manage a team of Account Managers in a fast-paced, growth-oriented environment
• Drive a culture of accountability, professionalism, and continuous improvement
• Set clear performance expectations and monitor individual and team KPIs
• Upskill the team to engage clients in consultative, outcome-driven conversations
• Develop and execute strategies to drive customer retention, reduce churn, and improve renewals
• Drive account expansion through upselling and cross-selling of connectivity, managed IT services, cloud, cybersecurity, and communications solutions
• Maintain a strong focus on recurring revenue and long-term client value
• Adopt a hands-on management style with clear goals and expectations
• Ensure team targets are consistently met and exceeded
• Build and maintain strong relationships with key and strategic clients
• Ensure clients receive measurable value from solutions and services
• Proactively manage client health, identifying risks and opportunities early
• Ensure effective use of CRM systems to keep administrative tasks up to date
• Lead client reviews, success planning sessions, and roadmap discussions
• Act as a bridge between customer success, sales, service delivery, finance, and operations
• Track, monitor, and report on sales performance, including KPIs and management reports
• Maintain accurate account information, forecasts, and client insights
• Provide accurate reporting on customer health, retention, expansion, and revenue trends
• Participate in management meetings with clear, data-driven updates
• Evolve customer success processes into a proactive, scalable, and repeatable model
• Maintain a strong understanding of the organisation’s technology stack and service offerings

Key Performance Indicators:

• Client Retention % – measured by reducing monthly cancellations and managing churn against the existing client base (e.g. target of ±2%)
• Revenue Growth % – achievement of overall team revenue targets, typically based on growth in monthly billing or gross profit
• Team Activity Levels – ensuring consistent daily client engagement, including meetings, calls, and quotes
• Product Uptake – execution of strategies to increase adoption of specific products, measured against defined targets
• Customer Health Score – client satisfaction measured through periodic surveys and feedback
• Sales Team Capability – ensuring ongoing product training and relevant certifications within the team
• Reporting Accuracy – delivery of accurate sales and forecasting reports on a monthly basis
• Contract Coverage – increasing the percentage of clients on active contracts and reducing non-contracted clients