Customer Success Manager

About The Company

For almost 40 years, our client has been at the forefront of emergency glass repair in Australia. Starting as a family business in Sydney, they have grown into a trusted and reputable national service provider. With a strong focus on delivering quality and responsibility, our client prides themselves on being Australian owned, employing skilled glaziers, and ensuring that exceptional customer service is at the core of everything they do.

About The Opportunity

The Customer Success Manager (CSM) is responsible for leading a small, centralised customer service team to deliver industry-leading customer service. This role focuses on understanding customers needs, effectively triaging customer requests, and driving improvements in CSAT and NPS scores. The CSM will serve as the primary point of escalation for key accounts, working cross-functionally with the sales and support teams to deliver exceptional customer experiences.

Key responsibilities include:

• Team Management
  Manage the team responsible for all inbound customer enquiries, including recruitment, resourcing and performance management
• Customer Onboarding, Training and System Compliance
  Facilitate smooth onboarding experiences for new customers, including setup, training, and initial implementation.
  Develop and deliver tailored training sessions to ensure internal teams understand and effectively meet customer-specific needs.
  Ensure compliance with customers’ contractor management systems.
• Customer Advocacy and Retention
  Monitor customer health metrics and satisfaction levels, identifying opportunities for improvement
• Product and Service Feedback
  Gather and relay customer feedback to internal teams to influence service enhancements
  Collaborate with the management team to ensure new features and updates align with customer needs
  Prepare and present regular reports on customer success metrics to management.

About You

The successful candidate will have:

• 3+ years of experience in a customer success, account management, or customer service role
• Experience within a trade services environment (desirable)
• Tertiary qualifications in Business, Marketing, Communications, or a related field
• Experience with CRM software (e.g., Salesforce) and customer success tools (e.g., NPS)
• The ability to work independently and manage multiple projects simultaneously

You will also have:

• Strong interpersonal and communication skills, with a proven ability to build rapport and trust with customers
• Excellent problem-solving skills and a customer-centric mindset
• The ability to anticipate customer needs and proactively address challenges
• Strong analytical skills to drive decision-making and process improvement
• A collaborative spirit to work effectively with various teams

What's in it for You?

• Large National Company But with a Family Feel
• Supportive Team Environment With A Focus On Culture
• Range of Staff Benefits Including Employee Assistance Program
• Lead a Motivated Team of Customer Service Reps
• Ongoing Training & Development Available
• Work in a Convenient Location in Alexandria
• Team Building Events | Fun & Dynamic Culture 
• Immediate Start for the Right Candidate

Apply today and don't miss out on starting this opportunity as soon as possible!