Customer Success Manager

• Proven experience in Customer Success, Account Management, or a similar client-facing role, with team leadership experience
• Strong commercial acumen with a track record in renewals, retention, and revenue growth
• Experience working cross-functionally across sales, operations, and service delivery
• Background in IT, technology, telecoms, or ISP environments
• Experience managing strategic or key client relationships and driving customer lifecycle outcomes
• Exposure to customer success frameworks, CRM systems, and data-driven decision-making
• Relevant tertiary qualification (advantageous)

• Lead, coach, and manage a team of Account Managers in a fast-paced, growth-oriented environment
• Drive a culture of accountability, professionalism, and continuous improvement
• Set clear performance expectations and monitor individual and team KPIs
• Upskill the team to engage clients in consultative, outcome-driven conversations
• Develop and execute strategies to drive customer retention, reduce churn, and improve renewals
• Drive account expansion through upselling and cross-selling of connectivity, managed IT services, cloud, cybersecurity, and communications solutions
• Maintain a strong focus on recurring revenue and long-term client value
• Adopt a hands-on management style with clear goals and expectations
• Ensure team targets are consistently met and exceeded
• Build and maintain strong relationships with key and strategic clients
• Ensure clients receive measurable value from solutions and services
• Proactively manage client health, identifying risks and opportunities early
• Ensure effective use of CRM systems to keep administrative tasks up to date
• Lead client reviews, success planning sessions, and roadmap discussions
• Act as a bridge between customer success, sales, service delivery, finance, and operations
• Track, monitor, and report on sales performance, including KPIs and management reports
• Maintain accurate account information, forecasts, and client insights
• Provide accurate reporting on customer health, retention, expansion, and revenue trends
• Participate in management meetings with clear, data-driven updates
• Evolve customer success processes into a proactive, scalable, and repeatable model
• Maintain a strong understanding of the organisations technology stack and service offerings

Key Performance Indicators:

• Client Retention % measured by reducing monthly cancellations and managing churn against the existing client base (e.g. target of ±2%)
• Revenue Growth % achievement of overall team revenue targets, typically based on growth in monthly billing or gross profit
• Team Activity Level
  
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