Customer Success Manager

Company Brief

Cloud Context is a leading provider of innovative technology solutions, committed to delivering exceptional value to our clients. We specialise in cloud, networking, security, and enterprise solutions, partnering with global vendors to ensure best-in-class services. Our team thrives on collaboration, agility, and customer success.

Position: Customer Success Manager

Location: 93 George St, Parramatta

About the Role

We are seeking a proactive and commercially minded Customer Success Manager to join our team. This role is responsible for owning and managing customer relationships across their assigned portfolio, ensuring consistent value delivery and strong engagement throughout the customer lifecycle.

You will be accountable for maintaining ongoing communication with customers, conducting regular reviews, and identifying opportunities to improve outcomes. The role is focused on building trust, strengthening relationships, and uncovering opportunities, which are then worked through with the BDM to progress commercially.

Key Responsibilities

• Customer Relationship Management:
  Own and manage a portfolio of customer accounts, building strong relationships with key stakeholders and acting as the primary point of contact post-sale.

• Customer Engagement & Reviews:
  Conduct regular customer reviews and check-ins in line with agreed engagement expectations, ensuring customers remain informed, engaged, and aligned with outcomes.

• Customer Success Planning:
  Develop and maintain documented customer success plans for key accounts, capturing customer objectives, priorities, challenges, risks, stakeholders, engagement cadence, and agreed next steps to ensure ongoing value delivery and alignment.

• Onboarding & Lifecycle Management:
  Support onboarding of new customers and engagements, ensuring a smooth transition from sales to delivery and strong early engagement.

• Retention & Relationship Growth:
  Maintain consistent engagement across the customer base, identifying risks early and strengthening relationships over time.

• Opportunity Identification:
  Proactively identify opportunities to improve customer outcomes, expand services, or address gaps, and collaborate with BDMs to progress these opportunities.

• Post-Engagement Follow-Up:
  Conduct follow-ups after key engagements or projects to ensure objectives were met and identify further opportunities.

• Internal Coordination:
  Act as the bridge between customers and internal teams, ensuring alignment on expectations, priorities, and successful outcomes.

• Service Improvement:
  Gather customer feedback and work with internal teams to improve service delivery and overall customer experience.

• Escalation Management:
  Manage customer escalations, ensuring timely resolution and clear communication.

• Stakeholder Communication:
  Maintain proactive communication with customer stakeholders and internal teams to ensure transparency and alignment.

• Reporting & Insights:
  Maintain visibility across customer engagement, satisfaction, and identified opportunities within the portfolio.

· KPIs:
Work towards clearly defined KPIs aligned to customer engagement, satisfaction, and contribution to business growth.

Certificate (Preferred)

• Customer Success / Account Management training or certifications

• Microsoft Fundamentals certification - Azure and M365

Requirements

• Proven experience in Customer Success, Account Management, or similar client-facing role

• Strong customer service and relationship management skills

• Commercial awareness with the ability to identify and surface opportunities

• Excellent communication and stakeholder management skills

• Strong organisational skills and ability to manage multiple customer relationships

• Ability to work collaboratively with sales, presales, and delivery teams

Why Join Us?

• Opportunity to play a key role in shaping customer relationships and growth

• Work closely with leadership and influence customer outcomes

• Collaborative environment with strong support across teams

• Competitive salary and benefits package

• Flexible working arrangements, including a hybrid work model