Manager, Customer Success

First Things First - What We Can Offer You

• Delicious, free, chef-prepared lunch daily on site
• Fully-equipped, free on-site gym
• Hybrid working arrangements
• Ground-breaking parental leave program
• Up to 4 weeks' annual "Work from Anywhere" benefit
• Second-to-none product training
• Opportunities for growth, development and career progression
• Fun team camaraderie and events
• Paid volunteer leave days
• Public holiday exchange
• Casual dress
• And a range of other fantastic benefits!

The Job

The Manager of Customer Success is a key leadership role responsible for leading, coaching, and mentoring a team of Customer Success Managers (CSMs) to retain and grow Simpro’s regional customer base. This role requires a proven people manager with a track record of developing high-performing teams, driving customer success, and fostering a culture of collaboration and continuous improvement.
The ideal candidate will empower CSMs to deliver exceptional customer experiences, maximise customer value, and achieve measurable business outcomes. This role is accountable for ensuring the team meets retention, growth, and customer satisfaction goals while aligning with Simpro’s overall strategic objectives.

What You’ll Do

• Lead, coach, and mentor a team of CSMs to achieve individual and team performance goals.

• Foster a culture of accountability, collaboration, and professional growth within the team.

• Conduct regular one-on-ones, performance reviews, and career development planning for team members.

• Identify skill gaps and implement training programs to enhance team capabilities.

• Collaborate in the development and execution of the Customer Success Group strategy to drive revenue, improve customer experience, and reduce churn and cancellations.

• Develop and implement segment-specific strategies to maximize the value customers derive from Simpro’s platform.

• Monitor and analyze customer data, team performance metrics, and KPIs to measure the effectiveness of strategies and initiatives.

• Empower CSMs to deliver impactful interactions with customers, ensuring high levels of satisfaction and loyalty.

• Act as an executive sponsor for key customers, addressing escalations and resolving customer frustrations effectively.

• Build and maintain strong relationships with customers, ensuring their success and identifying opportunities for growth.

• Encourage and lead collaboration between the Customer Success team and other internal departments (e.g., Sales, Product, Support) to ensure a seamless customer experience.

• Represent the voice of the customer internally, providing feedback to improve products, services, and processes.

• Recruit, onboard, and retain top talent to build a high-performing CSM team.

• Define and track team metrics, ensuring alignment with company goals and objectives.

What You’ll Bring

• Proven experience managing and coaching a high-performing Customer Success team, preferably in a SaaS environment.

• Strong leadership and mentorship skills with a track record of developing talent.

• Experience implementing customer success strategies that drive retention and expansion.

• Excellent analytical skills with the ability to interpret data and make data-driven decisions.

• Strong communication and stakeholder management skills, including executive-level customer engagement.

• Ability to work cross-functionally and foster collaboration across departments.

• Familiarity with customer success tools (e.g., Hook, Churnzero, Gainsight, Salesforce, or similar CRM/CS platforms) is a plus.

• Experience in change management and process optimization within a customer success function.

Core values required of all Simpro, AroFlo, BigChange & ClockShark employees:

While experience in the above areas will be highly considered, it’s important to note it will be secondary to the person with the right determination, attitude and compatibility. Our culture and core values are very important to us:

We Are One Team

We Are Customer Centric
We Are Growth Minded
We Are Accountable
We Celebrate Success

Simpro, AroFlo, BigChange & ClockShark are equal opportunity employers with a best-of-class onboarding program and supportive team environments. We embrace and support culture diversity and Equal Employment Opportunity. Aboriginals, Torres Strait Islanders and minority groups are encouraged to apply. .

Visit simprogroup.com/au/company/careers to learn more about us and our values.

We would like to take this opportunity to thank all candidates for their application.

*Please note, no agencies will be accepted in the recruitment of this role.