Customer Success Manager

About us

We're proud to be Australia's Technology Great Place to Work 2025 for the second year running! This is in addition to being Great Place to Work Certified 2024. We've also won the 2024 Gallup Exceptional Workplace Award globally!

Macquarie Cloud Services are the Australian specialists in cloud services for business and government. Locally owned and operated, with an industry-leading customer service model, we're trusted by our customers to provide the services that enable their business success.

We have made it our challenge to make our people feel good and love the work they do. Because of this, our people are energized and motivated in their work.

We believe that collaboration & team connection is key for success. This role will be based in Sydney with a blended working arrangement of 3 days in our CBD offices & the remaining working from home.

The Customer Success Manager (CSM) position exists to ensure customers achieve long-term value from cloud solutions. This role is accountable for the customer lifecycle-from customer initiation, adoption to renewal-ensuring seamless experiences and long-term value realization. This role is focused on customer retention, revenue protection through strategic relationships with key stakeholders, particularly economic buyers and executive sponsors.

Why Us?

• We have been awarded Australia's Great Place to Work 2025 for the second year running!
• We're Great Place to Work Certified 2024.
• We have been named a Global Winner of the 2024 Gallup Exceptional Workplace Award!
• We're the Managed Services Cloud business in Australia.
• We have the highest Net Promoter Score on the ASX, the World's best customer experience & crowned in 2020 at the World Communications Awards.
• You'll make an impact: Enjoy being part of a driven team with a collaborative culture that values decision-makers and action.
• We Invest in you: Accelerate your career through our learning and development opportunities - think Gallup strengths-based training, defined career pathways and fantastic internal mobility opportunities across the group.

What you'll be doing:

• Driving ongoing customer engagement,
• Fostering account growth and retention,
• Minimizing churn by proactively guiding customers,
• Achieving maximum value for the customer from our solutions,
• Addressing any challenges in a timely manner,
• Serving as a trusted advisor committed to customers' ongoing success.

Experience and skills required:

• Experience in SaaS or Cloud industries is a mandatory requirement.
• 3+ years of experience in a customer success role.
• Bachelor's degree in business, IT, communications, or a related field.
• Passionate about technology.
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Technical skills required, as they relate to the use of the product or service
• Accountability and personal organization are essential
• Customer-centric mindset with excellent interpersonal, communication, and problem-solving skills.
• Proactive, results-oriented, self-motivated and curious: Bias for action and committed to iterating when necessary.
• Demonstrated strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
• Proficiency with CRM tools, customer success platforms, and analytics tools.
• Team player with collaborative approach.

Desirable experience and skills:

• Advanced degree in Business, IT or Communications.
• Relevant certification in Customer Success, Account Management, or related fields (e.g., SuccessHACKER, CSM certification).
• Knowledge of customer success best practices and frameworks.
• Successfully owned a territory, and oversaw accounts
• Experience in managing strategic account planning & execution enterprise-level accounts.
• Proficiency in handling customer escalations and resolving conflicts.

If this excites you, apply now, we'd love to hear from you!