Senior Customer Success Manager

The Opportunity
As the Senior Customer Success Manager, you will be the primary operational contact for your customers, ensuring services are delivered to the highest standards while building trusted, long-term relationships. You will work closely with internal teams across Service Delivery, Network Operations, Technical Support, Product, Sales and third-party partners to drive service excellence, resolve complex issues, and identify opportunities for continuous improvement and growth.
This is an exciting opportunity for a customer-focused professional who thrives in a fast-paced environment and is passionate about creating value for customers.
What you'll be doing

Act as the primary operational point of contact for assigned customer accounts, building trusted relationships with key stakeholders.

Develop and maintain customer success plans, risk registers and action trackers aligned to customer business objectives.

Monitor service performance, SLA compliance and network availability metrics, proactively identifying and addressing risks.

Champion customer needs within Vocus, coordinating with technical support, network operations, service delivery, billing teams and delivery partners to drive positive outcomes.

Lead customer escalations and major incident communications, ensuring timely resolution and effective stakeholder management.

Coordinate root cause analysis activities and deliver post-incident reporting.

Conduct regular service reviews, presenting performance outcomes, business value delivered and improvement opportunities.

Track customer health through RAG reporting and service performance analysis.

Identify trends, risks and opportunities to enhance service delivery and customer experience.

Ensure all governance, reporting and contractual obligations are completed accurately and on time.

Support account teams by identifying opportunities to expand services and deliver greater value to customers.

What you'll bring to the role

5+ years' experience in Customer Success, Service Management, Service Delivery or a similar customer-facing operational leadership role.

Experience within telecommunications, managed services, government or technology environments.

Strong stakeholder management skills with the ability to influence and engage customers, vendors and internal teams.

Proven experience managing service performance, governance frameworks and customer escalations.

Strong analytical and problem-solving capabilities, with the ability to interpret data and identify improvement opportunities.

Working knowledge of ITIL Service Management principles and practices.

Experience in risk identification, mitigation and continuous improvement initiatives.

Excellent communication and presentation skills, with the ability to tailor messaging for both technical and business audiences.

High levels of customer empathy and a passion for delivering exceptional customer outcomes.

Requirements
*To be successful in this role: You must be an Australian Citizen and eligible to obtain and maintain an NV1 AGSVA Security Clearance if you do not already hold one.