About the roleAs Customer Success Manager, you will provide first -line support ensuring customers derive maximum value from Vocus’s services, achieve adoption targets and renew and expand their contracts. Reporting to the Customer Success (State People Leader), this role collaborates with account owners to build and enhance relationships with customers, set and deliver account health strategies, and support customers with account reporting and simplex opportunity facilitation.
They also collaborate with care, assurance and delivery teams to drive service improvement opportunities and identify churn risk. Requirement The candidate must be an Australian Citizen and be eligible to undergo NV1 AGSVA security clearance. What you’ll be doing in the role Work with sales team to implement targeted communication strategies for customers appropriate to their lifecycle (new customers, mature accounts, at ‑risk customers), delivering timely and relevant messages and customer reports that maximize engagement and value realisation.
Monitor customer health indicators (product usage, NPS, support tickets, SLAs) and campaign responses, using data points to refine lifecycle programs and alert the sales team to accounts needing attention. Distribute customer education content (newsletters, case studies, how ‑to guides) that help clients derive more value from our solutions, increasing product adoption and customer satisfaction. Support customer programs that drive retention and expansion, such as onboarding journeys for new clients, usage stimulation campaigns, cross ‑sell/upsell promotions and loyalty initiatives.
Supporting customers to facilitate creation of simplex opportunity creation and management of moves adds changes. Work to support customers through change, product lifecycle and migration projects. Collaborates with care, assurance and delivery teams to ensure customers’ delivery, service management, incident and change management experiences are optimized. Gather customer feedback to inform service and product improvements and innovations.
Work with the Customer Success (State People Leader) General Manager to ensure you have resources and cross ‑functional support from other departments (Marketing, Product, Delivery) to support customers. Assume full accountability for the end -to- end service management governance across the assigned customer portfolio. Ensure all customer meetings are conducted in accordance with established protocols and formats and drive the execution of agreed - upon actions and deliver timely reporting on progress and outcomes.
Champion a customer - centric approach in every support interaction, ensuring that customers feel heard, informed, and supported, which in turn strengthens their trust and loyalty to our services. What you’ll bring to the role Minimum 3+ years’ customer success/service leadership Strong experience with Customer communication & empathy Experience with success planning & value realization Ability to adopt analytics & health scoring Opportunity creation & renewal orchestration Experience with Risk (churn) identification & mitigation Confident with software and data analysis tools
Job description provided by Vocus.
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