Senior Customer Success Manager

The Opportunity

The Senior Customer Success Manager (CSM) is responsible for ensuring the successful delivery, governance, and continual improvement of services across an assigned customer portfolio. The Sr. CSM will serve as the primary operational interface between Vocus and the customer, working cross-functionally with sales, technical support, network operations, and product teams to ensure services are delivered in accordance with contractual commitments, service level agreements (SLAs), and customer expectations.

The role requires strong service management expertise, customer engagement skills, and the ability to coordinate multiple operational teams, vendors, and stakeholders to achieve excellent customer outcomes.

The candidate must be an Australian Citizen and be able to pass a police check. The successful candidate will be required to undergo NV1 AGSVA security clearance, if they don't hold one.

What you’ll be responsible for

• Act as the primary operational point of contact for the assigned customer account, building strong, trusted partnerships with key stakeholders.
• Develop, execute, and maintain customer service plans, risk registers, and action trackers aligned to the customer's business objectives.
• Monitor service performance, SLAs, and network availability metrics, proactively addressing issues before they impact the customer.
• Act as the customer's advocate within Vocus, coordinating with technical support, OCC network operations, service delivery, third party delivery partners, and billing teams to resolve any escalations efficiently.
• Conduct regular service reviews with customers communicating value delivered, discuss upcoming needs, and any improvement opportunities.
• Assist the account team in identifying opportunities for growth, based on customer service usage patterns and their business needs.
• Provide lead on major incident management activities and customer communications, coordinate root cause analysis and post-incident reports.
• Track and report on customer health metrics, through regular RAG health reporting.
• Monitor service levels, analyse service trends and identify opportunities for performance improvement.
• Ensure all contractual reporting obligations on critical deliverables are completed in accordance with customer and management requirements, adhering to established governance frameworks, reporting standards, and agreed formats. Drive the execution of agreed actions, monitor progress, and provide timely, accurate updates on outcomes and key achievements.

What you’ll bring to the role

• Minimum 5+ years in a similar role, customer success or service leadership role; experience in telecommunications & Government or ITIL service management context preferred.
• Customer communication & empathy: Proficient
• Stakeholder & vendor engagement: Proficient
• Success planning & value realization & continuous improvement: Working
• ITIL Service Management: Working
• Risk identification & mitigation: Working
• Software and data analysis tools: Working

• The candidate must be an Australian Citizen and be able to pass a police check. The successful candidate will be required to undergo NV1 AGSVA security clearance, if they don't hold one.