Are you looking for an awesome place to work, where you can proudly be your authentic self, and be part of #oneteam?
We are looking for a passionate team player who aligns with our values and culture, takes pride in their unique contributions, and can challenge the status quo with disruptive thinking. If this sounds like you, come and join us!
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.
What We Offer
Working at Vocus will give you rewarding experiences and the opportunity to do extraordinary work. You will enjoy:
- Diverse and dynamic teams with a supportive and inclusive culture.
- Supportive career development plans with comprehensive ongoing training, support, and development opportunities.
- Generous discounts to over 400 retailers.
- Competitive leave options, including anniversary leave, purchased leave, parental leave, volunteering leave, study leave, and 5 extra days of Vocus leave each year, plus more.
- Study assistance programs to excel your personal growth, learning and development.
- Health and wellness offerings, including access to our wellbeing initiatives that can help you from a financial, psychological, and physical perspective.
Working at Vocus is never just a job – it’s personal. We’re crazy about our customers and believe our people are the difference. Our wonderfully diverse team and a vibrant culture define us. We care about the impact we have on our people, our customers, and our communities and are committed to operating as a responsible, ethical business.
We pride ourselves on setting audacious and ambitious goals and believe that we can play our part in changing the Australian telecommunications landscape and make a fundamental difference to people’s lives.
With us, you’ll have the opportunity to lead and inspire teams, work on projects that are shaping the future of telecommunications and become part of a culture that thrives on creativity, encourages new ideas, and provides a collaborative and inclusive environment.
About Us
As Australia’s specialist fibre and network solutions provider, we own and operate 25,000km of secure, high-capacity fibre connecting people, businesses, governments, and communities across Australia to the world. Through our well-known retail brands, we deliver simple and affordable broadband, mobile, voice and energy services with the purpose of Building Critical Connections. Enabling Better Possibilities.
Ready to take the next step?
If you like the sound of this role and think you’d do a great job, but are worried you don’t tick every box, we encourage you to back yourself – we know that diverse groups are less-likely to apply for roles they’re not 100% qualified for, but just as likely to succeed at them!
We are a proud equal opportunity employer committed to providing a safe, diverse, and inclusive working environment where all our team members feel like they belong. We know diversity makes us stronger and we encourage applications irrespective of background, age, origin, gender, sexual orientation, identity, or ability.
If you feel comfortable, please let us know if you have any accessibility requirements upon application, so we can make any adjustments required to support you throughout our recruitment process.
