Customer Success Manager

As a 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 Team 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.

Key Responsibilities

• 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 maximise 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
• Collaborates with care, assurance and delivery teams to ensure customers' delivery, service management, incident and change management experiences are optimised.
• Gather customer feedback to inform service and product improvements and innovations.

Skills & Experience

• 1–3 years of experience in customer service or a client-facing role
• Strong communication and interpersonal skills
• Problem-solving mindset with attention to detail
• Ability to manage multiple priorities in a fast-paced environment
• Comfort working with data and customer success tools (CRM platforms, dashboards, etc.)
• A genuine passion for helping customers succeed.