Customer Success Jobs in Melbourne

Customer Success Manager Asia (Mandarin Speaker - 12-Month FTC)

From $250/yr

At Trustpilot, we're on an incredible journey. We're a profitable, high-growth FTSE-250 company with a big vision: to become the universal symbol of trust. We run the world's largest open customer review platform, and while we've come a long way, there's still so much exciting work to do. Come join us at the heart of trust! As a Customer Success Manager, you are the value owner and trusted advisor for your portfolio of customers. You ensure every customer achieves success with Trustpilot — from onboarding and adoption to measurable results and advocacy. Your mission is to maximise product adoption, strengthen customer health, and reduce churn, ensuring customers realise ongoing value and remain engaged, satisfied partners. What you'll be doing: * Onboarding \& Activation: Lead post-sale onboarding and setup, ensuring a smooth handover from New Business and a strong foundation for adoption. * Adoption \& Value Realisation: Drive measurable Business Adoption across your customer portfolio to deliver tangible results. * Retention \& Churn Reduction: Achieve a high Gross Renewal Rate (GRR) by maintaining customer health and addressing risks proactively. * Retention \& Churn Reduction: Own customer health, proactively identifying risks and executing recovery actions to maintain high Gross Renewal Rates (GRR). * Customer Experience \& NPS: Drive customer satisfaction and advocacy, achieving strong Net Promoter Score (NPS) results across your portfolio. * Customer Issue Resolution: Act as the first line for customer issues related to onboarding, usage, or product value, escalating commercial or billing matters to the Account Manager. * Customer Advocacy: Partner with Marketing to identify case study, testimonial, and reference opportunities. * Voice of the Customer: Collaborate with Product to share structured customer feedback and insights that inform roadmap improvements. * Operational Excellence: Maintain accurate health metrics, notes, and success plans in CRM for full portfolio visibility. Who you are: * You have prior experience in customer success, account management, or customer support roles in a SaaS or technology environment. * Language Requirements: Native-Level Mandarin and strong professional English language skills * Proven ability to drive product adoption, customer satisfaction (NPS), and retention results. * Technically confident and able to guide customers through setup, usage, and best practices. * Strong communication and relationship-building skills across multiple stakeholder levels. * Comfortable working with data and insights to identify trends, risks, and opportunities. * Highly organized with excellent follow-through and attention to detail. * Collaborative team player who enjoys working with Account Managers, Product, and Marketing to deliver customer value. * A genuine passion for helping customers succeed and seeing measurable business impact. * A good understanding of the digital advertising/search marketing industry – preferred. We are: We are passionate about what we do. Our Commercial organization is diverse, collaborative, and it is a fun place to work. Our culture is fast-paced, and our employees grow as we do. You will have plenty of personal development and coaching opportunities. We are a global organization with a head office in Copenhagen, Denmark. What's in it for you: * A range of flexible working options to dedicate time to what matters to you * Competitive compensation package including quarterly commission and annual company bonus. * 25 days holiday (plus public holidays) * Two (paid) volunteering days a year to spend your time giving back to the causes that matter to you and your community * Rich learning and development opportunities supported through the Trustpilot Academy and Blinkist * Superannuation, salary continuance and life insurance * Full access to Headspace, a popular mindfulness app-based service designed to promote positive mental health and access to a 24/7 Employee Assistance Plan * Paid parental leave * Cycle to work scheme * A buzzy office at 55 Collins Street with a fully stocked fridge and all the snacks and refreshments you can ask for There are also regular socials, lunches and fun offsite strategy sessions — and tons of opportunities to connect and have fun as a team Still not sure? We want to be a part of creating a more diverse, equitable, and inclusive world of work for all. We’re excited to hear about your experiences, along with how you will contribute to our working culture. Even if you don’t feel you meet all the requirements, we'd still really like to hear from you! About us Trustpilot began in 2007 with a simple yet powerful idea that is more relevant today than ever — to be the universal symbol of trust, bringing consumers and businesses together through reviews. Trustpilot is open, independent, and impartial — we help consumers make the right choices and businesses to build trust, grow and improve. Today, we have more than 350 million reviews and 60 million monthly active users across the globe, with 149 billion annual Trustpilot brand impressions, and the numbers keep growing. We have more than 1000 employees and we’re headquartered in Copenhagen, with operations in Amsterdam, Denver, Edinburgh, Hamburg, London, Melbourne, Milan and New York. We’re driven by connection. It’s at the heart of what we do. Our culture keeps things fresh –– it’s built on the relationships we create. We talk, we laugh, we collaborate and we respect each other. We work across borders and cultures to be the universal symbol of trust in an ever-changing world. With vibrant office locations worldwide and over 50 nationalities, we’re proud to be an equal opportunity workplace with diverse perspectives and ideas. Our purpose to help people and businesses help each other is a tall order, but we keep it real. We’re a great bunch of humans, doing awesome stuff, without fuss or pretense. A successful Trustpilot future is driven by you –– we give you the autonomy to shape a career you can be proud of. If you’re ready to grow, let’s go. Join us at the heart of trust. Trustpilot is committed to creating an inclusive environment where people from all backgrounds can thrive and where different viewpoints and experiences are valued and respected. Trustpilot will consider all applications for employment without regard to race, ethnicity, national origin, religious beliefs, gender identity or expression, sexual orientation, neurodiversity, disability, age, parental or veteran status. Together, we are the heart of trust. *Trustpilot is a global company and our data practices are designed to ensure that your personally identifiable information is appropriately protected. Please note that your personal information will be transferred, accessed, and stored globally as necessary for the uses and disclosures stated in our Privacy Policy. If you have a disability and would like to discuss any adjustments you might need either in submitting your application, or to the recruitment process more generally, please let us know by contacting our Talent Acquisition Team (talent.acquisition@trustpilot.com) quoting the role you wish to apply for.*

Customer Success Manager

From $365/yr

About the position: The Customer Success Manager (CSM) will be responsible for generating repeatable strategy of technology adoption for AvePoint customers. You must be able to understand the full sales cycle from both a sales and technical strategy perspective to liaise between internal and external stakeholders, such as customers, account managers and technical support engineers. Key Responsibilities * Driving customer enablement through positive business outcomes that strengthen adoption, improve customer retention, and increase satisfaction * Developing and maintaining long-term relationships with key accounts; coordinating support efforts and organizing solution delivery whilst establishing and owning a trusted advisor relationship with your customers * Solving customer problems through active product fit analysis and alignment to business needs * Determining individualized customer success plans for your customers, utilizing net promoter score (NPS) metrics and other customer data * Working closely with account managers to understand the short-term and long-term sales strategies to identify keys areas to drive customer success through product adoption and satisfaction * Shepherding existing customers through contract renewal cycles and working with sales teams to execute renewals and cross/upsell. * Identifying and understanding a customer’s adoption status and support history throughout the post-sales cycle; determining how to incorporate these elements into the overall customer success strategy * Pursuing strategy of goal attainment to rectify any hurdles and steer client towards success * Becoming an expert in the features and benefits of our applications * Delivering web-based and/or onsite product overviews and training sessions for clients * Provide advisory and consultancy with clients regarding AvePoint technologies OK, I'm interested... is this the job for me? We look for people who value agility, passion and teamwork; those who can bring fresh ideas to the table and want the opportunity to learn, grow, and expand their careers. Bring your aptitude and build upon what you do best for our customers, partners, team, and you. What you will bring to our team: * Bachelor’s degree or equivalent education * Several years of experience in a technical or business consulting role in SaaS industry, such as technical account management or business analysis * Strong customer satisfaction, customer service, adoption, and retention experience * Excellent written/verbal communication * Strong organization, presentation, and project management skills * Ability to work individually and within a highly collaborative global team setting * Willingness to learn and adapt in a fast-paced environment * Strong experience in communicating with different stakeholders and decision makers, both internally and externally * Expert at customer relationship management * Advanced ability to understand business objectives through requirements gathering and analysis Knowledge In The Following Technical Areas Are a Plus * Understanding of Microsoft modern collaboration technologies such as SharePoint, Microsoft Teams * Any M365, Azure or Microsoft Certifications * Other cloud knowledge like Google workspace, Amazon Web Services, Salesforce cloud * Experience with customer telemetry systems like Gainsight Benefits we offer: * Competitive market-based compensation * Career progression and internal mobility opportunities across our global footprint in North America, EMEA, and APAC * Work life balance through hybrid working model of 3 days a week in office * Generous PTO allowance incl. specific AvePoint Holidays (Birthday Day, Family Day, Holiday Half Day, Community Outreach Half Day!) * Private Health Insurance * Mobile Phone Plan Reimbursement * Tuition Reimbursement * Dedication Awards * Employee Referral Program * ...and much more! AvePoint is proud to employ talent from many different backgrounds, experiences, and identities. We believe that diversity and inclusion drives our success and is at the core of how we hire, communicate, and collaborate to deliver value and excellence. We are committed to fostering an environment where people can bring their whole selves to work and feel a sense of belonging, and we continue to work toward creating a workforce that represents the diversity of our customers and communities. Any personal data you share with us during the application process will be processed strictly in compliance with applicable data protection laws and our Privacy Notice.

Strategic Customer Success Manager

From $26,000/yr

Strategic Customer Success Manager – ANZ Corporate (Thomson Reuters ONESOURCE) We're seeking a Strategic Customer Success Manager to drive customer outcomes across our largest and most strategic customers in Australia and New Zealand. As a key member of our team, you'll work closely with Strategic Account Managers to ensure our customers achieve measurable business value from their Thomson Reuters investment. Your primary goal will be to identify opportunities to strengthen long-term partnerships and expand existing relationships. About The Role In this opportunity as a Strategic Customer Success Manager , you will: * Own the post-sale customer lifecycle for a portfolio of strategic enterprise accounts. * Develop and execute Customer Success Plans aligned to customer business priorities. * Lead Executive Business Reviews (EBRs) and Quarterly Business Reviews (QBRs) and strategic governance meetings. * Drive product adoption, utilisation and time-to-value across Thomson Reuters solutions. * Monitor customer health, identify risks early and execute retention strategies. * Partner with Strategic Account Managers to identify expansion, cross-sell and upsell opportunities. * Build trusted executive relationships with customer stakeholders. * Act as the Voice of the Customer across Product, Support, Professional Services and Sales. * Coordinate internal resources to ensure successful delivery and customer outcomes. * Capture customer insights, success metrics and engagement activities within Salesforce. * Develop customer advocates, references and long-term strategic partnerships. Success Measures * Renewal and retention performance. * Customer health and adoption metrics. * Executive engagement across strategic accounts. * Customer satisfaction and advocacy. * Expansion pipeline generated within existing customers. * Delivery of Customer Success Plans and Quarterly Business Reviews. * Reduced customer risk and churn. About You You're a fit for the role of Strategic Customer Success Manager , if you have the following qualifications: * 5+ years in Customer Success, Strategic Account Management or Enterprise SaaS. * Experience managing enterprise or strategic customers. * Strong executive stakeholder engagement. * Commercial mindset with the ability to identify growth opportunities. * Strong analytical, communication and problem-solving skills. * Experience working within cross-functional matrix organisations. * Familiarity with Salesforce and Customer Success platforms. * Exposure to Tax, Legal, Risk or Compliance solutions is advantageous. What’s in it For You? * Hybrid Work Model: We’ve adopted a flexible hybrid working environment for our office-based roles while delivering a seamless experience that is digitally and physically connected. * Flexibility \& Work-Life Balance: Flex My Way is a set of supportive workplace policies designed to help manage personal and professional responsibilities, whether caring for family, giving back to the community, or finding time to refresh and reset. This builds upon our flexible work arrangements, including work from anywhere for up to 8 weeks per year, empowering employees to achieve a better work-life balance. * Career Development and Growth: By fostering a culture of continuous learning and skill development, we prepare our talent to tackle tomorrow’s challenges and deliver real-world solutions. Our Grow My Way programming and skills-first approach ensures you have the tools and knowledge to grow, lead, and thrive in an AI-enabled future. * Industry Competitive Benefits: We offer comprehensive benefit plans to include flexible vacation, two company-wide Mental Health Days off, access to the Headspace app, retirement savings, tuition reimbursement, employee incentive programs, and resources for mental, physical, and financial wellbeing. * Culture: Globally recognized, award-winning reputation for inclusion and belonging, flexibility, work-life balance, and more. We live by our values: Obsess over our Customers, Compete to Win, Challenge (Y)our Thinking, Act Fast / Learn Fast, and Stronger Together. * Social Impact: Make an impact in your community with our Social Impact Institute. We offer employees two paid volunteer days off annually and opportunities to get involved with pro-bono consulting projects and Environmental, Social, and Governance (ESG) initiatives. * Making a Real-World Impact: We are one of the few companies globally that helps its customers pursue justice, truth, and transparency. Together, with the professionals and institutions we serve, we help uphold the rule of law, turn the wheels of commerce, catch bad actors, report the facts, and provide trusted, unbiased information to people all over the world. About Us Thomson Reuters informs the way forward by bringing together the trusted content and technology that people and organizations need to make the right decisions. We serve professionals across legal, tax, accounting, compliance, government, and media. Our products combine highly specialized software and insights to empower professionals with the data, intelligence, and solutions needed to make informed decisions, and to help institutions in their pursuit of justice, truth, and transparency. Reuters, part of Thomson Reuters, is a world leading provider of trusted journalism and news. We are powered by the talents of 26,000 employees across more than 70 countries, where everyone has a chance to contribute and grow professionally in flexible work environments. At a time when objectivity, accuracy, fairness, and transparency are under attack, we consider it our duty to pursue them. Sound exciting? Join us and help shape the industries that move society forward. As a global business, we rely on the unique backgrounds, perspectives, and experiences of all employees to deliver on our business goals. To ensure we can do that, we seek talented, qualified employees in all our operations around the world regardless of race, color, sex/gender, including pregnancy, gender identity and expression, national origin, religion, sexual orientation, disability, age, marital status, citizen status, veteran status, or any other protected classification under applicable law. Thomson Reuters is proud to be an Equal Employment Opportunity Employer providing a drug-free workplace. We also make reasonable accommodations for qualified individuals with disabilities and for sincerely held religious beliefs in accordance with applicable law. More information on requesting an accommodation here. Learn more on how to protect yourself from fraudulent job postings here. More information about Thomson Reuters can be found on thomsonreuters.com.

Customer Success Manager - ANZ

From $80,000/yr

The Customer Success Manager (CSM) is a pivotal role in our organization, responsible for ensuring that our ANZ customers achieve their desired outcomes through the effective use of our software solutions. The CSM serves as a trusted advisor, advocating for customer interests while aligning with the company’s business objectives. This position bridges the gap between sales, support, product development, and the end user, fostering a long-term, mutually beneficial relationship between the customer and our organization. The role focuses on a portfolio of approximately 80 key accounts across Australia and New Zealand representing $5M AUD in ARR, including customers using Epicor Senior Living and Kinetic products. Key Responsibilities * Develop deep relationships with Senior Living and Manufacturing customers across Australia and New Zealand, understand their needs, and help them maximize the value derived from Epicor Senior Living and Kinetic products. * Develop and maintain strong relationships throughout the customer’s organization, including executive and operational stakeholders. * Serve as the primary point of contact for customers post-sale and act as a liaison between the customer and internal teams. * Manage a portfolio of approximately 80 key accounts across Australia and New Zealand representing $5M AUD in ARR, balancing customer advocacy, retention, and growth priorities. * Proactively identify opportunities for customer growth, expansion, and upsell across Epicor Senior Living and Kinetic environments. * Monitor customer health and engagement metrics, taking action to address risks and drive retention and renewal rates. * Provide regular business reviews and strategic recommendations to ensure customers achieve their business objectives. * Collaborate with Product and Engineering teams to relay customer feedback and advocate for product enhancements relevant to Senior Living and Manufacturing customers in the ANZ region. * Manage the renewal process, negotiate contract terms, and ensure a seamless renewal experience. * Resolve customer escalations and issues, coordinating with Support and Technical resources as needed. * Stay up to date with industry trends, product releases, and emerging technologies relevant to Senior Living, Manufacturing, Kinetic, SaaS, and On-Premise solutions. * Attend on-site customer events across Australia and New Zealand to strengthen business relationships, generate leads, and/or create new sales opportunities. Required Qualifications * Bachelor’s degree or equivalent practical experience in Business, Computer Science, Information Systems, or a related field. * 5+ years of experience in customer success, account management, or related customer-facing roles, preferably in SaaS and/or enterprise software. * Strong understanding of SaaS and On-Premise software models, licensing, and customer lifecycle management. * Exceptional interpersonal, communication (written and verbal), and presentation skills. * Proven ability to build and maintain relationships with key stakeholders at all levels of an organization. * Comfortable with CRM systems, customer reporting, and analytics tools. * Ability to work independently and collaboratively in a fast-paced, dynamic environment. * Analytical thinker with a problem-solving mindset and attention to detail. * Willingness to travel as needed for customer meetings and events * High energy, positive attitude, and strong work ethic. Preferred Qualifications * Experience with Epicor Senior Living, Kinetic (on-premise and/or cloud), or other ERP and enterprise software solutions. * Experience with complex enterprise deployments, integrations, or migrations (both SaaS and On-Premise). * Industry certifications relevant to Customer Success, Project Management, or Software Sales. * Experience supporting customers in Australia and New Zealand or working across the ANZ market. Key Metrics for Success * Customer retention and renewal rates across the assigned approximately 80-account portfolio * Expansion revenue (upsell/cross-sell) and ARR growth * Churn reduction * Resolution time for customer escalations About Epicor At Epicor, we’re truly a team. Join 5,000 talented professionals in creating a world of better business through data, AI, and cognitive ERP. We help businesses stay future-ready by connecting people, processes, and technology. From software engineers who command the latest AI technology to business development reps who help us seize new opportunities, the work we do matters. Together, Epicor employees are creating a more resilient global supply chain. We’re Proactive, Proud, Partners. Whatever your career journey, we’ll help you find the right path. Through our training courses, mentorship, and continuous support, you’ll get everything you need to thrive. At Epicor, your success is our success. And that success really matters, because we’re the essential partners for the world’s most essential businesses—the hardworking companies who make, move, and sell the things the world needs. Competitive Pay \& Benefits * Health and Wellness: Comprehensive health and wellness benefits designed to support your overall well-being. * Internal Mobility: Opportunities for mentorship, continuing education, and focused career goal setting, with 25% of positions filled internally. * Career Development: Free LinkedIn Learning licenses for everyone, along with our Mentoring Program to boost your personal development. * Education Support: Geographically specific programs to balance the cost of education with the benefits of continued learning and personal development. * Inclusive Workplace: Collaborate with a diverse team in an inclusive, global workplace that fosters innovation and celebrates partnership. * Work-Life Balance: Policies built on mutual trust and support, encouraging time off to rest, recharge, and reconnect. * Global Mobility: Comprehensive support for international relocations and permanent residency processes. Equal Opportunities and Accommodations Statement Epicor is committed to creating a workplace and global community where inclusion is valued; where you bring the whole and real you—that’s who we’re interested in. If you have interest in this or any role- but your experience doesn’t match every qualification of the job description, that’s okay- consider applying regardless. We are an equal-opportunity employer. Recruiter Danial Azizi

Onboarding Customer Success Manager - APJ

Our Mission At Palo Alto Networks®, we’re united by a shared mission—to protect our digital way of life. We thrive at the intersection of innovation and impact, solving real-world problems with cutting-edge technology and bold thinking. Here, everyone has a voice, and every idea counts. If you’re ready to do the most meaningful work of your career alongside people who are just as passionate as you are, you’re in the right place. Who We Are In order to be the cybersecurity partner of choice, we must trailblaze the path and shape the future of our industry. This is something our employees work at each day and is defined by our values: Disruption, Collaboration, Execution, Integrity, and Inclusion. We weave AI into the fabric of everything we do and use it to augment the impact every individual can have. If you are passionate about solving real-world problems and ideating beside the best and the brightest, we invite you to join us! We believe collaboration thrives in person. That’s why most of our teams work from the office full time, with flexibility when it’s needed. This model supports real-time problem-solving, stronger relationships, and the kind of precision that drives great outcomes. Job Summary As an Onboarding Customer Success Manager at Idira, you will own and drive the onboarding journey for a diverse portfolio of customers across the ANZ region. Your primary goal is accelerating customers’ time-to-value by establishing measurable success criteria, proactively managing their onboarding milestones, and orchestrating cross-functional teams to ensure a seamless start to their cybersecurity journey. Your efforts will cultivate adoption, drive satisfaction, and lay a strong foundation for future growth opportunities. Key Responsibilities Own the Onboarding Journey: Lead customers through a structured, milestone-driven onboarding process, ensuring they understand the Idira solution, its value, and the path to success. Cross-Functional Collaboration: Partner closely with Sales, Professional Services, Support, Sales Engineering, Customer Success Executives, and Renewals to provide consistent and coordinated onboarding experience. Customer Goal Alignment: Work collaboratively with customers to define, document, and translate their business objectives into clear, actionable onboarding milestones. Roles \& Responsibilities * Identify and assign key customer champions, admins, and end-users critical to onboarding success and product adoption. * Risk and Escalation Management: Develop and communicate an escalation framework early onboarding to address potential issues or blockers swiftly. * Identify Gaps Early: Proactively detect potential roadblocks or readiness gaps and mobilize Idira internal resources to drive resolution. * Regular Progress Reviews: Conduct scheduled check-ins (monthly/bi-monthly) to monitor onboarding progress, address concerns, and ensure timely value realization. * Advocate Enablement: Recommend and support customers in leveraging Idira enablement tools such as training programs, community forums, and documentation for self-service learning. * Continuous Improvement: Gather customer feedback and contribute insights to enhance the onboarding process and overall customer experience. Qualifications * 4+ years of relevant experience in Customer Success, Onboarding, Implementation, or a related role within SaaS or technology companies. * Demonstrated project management skills or familiarity managing complex onboarding projects. * Passionate about customer satisfaction with a strong, proactive problem-solving mindset. * Ability to manage multiple simultaneous onboarding engagements effectively. * Strong technical aptitude; experience explaining complex software products. Prior hands-on implementation or technical background is a plus. * Familiarity with cybersecurity domain concepts such as Identity \& Access Management, Windows/Active Directory, and cloud platforms (AWS, Azure, or GCP). * Experience using customer success platforms (e.g., Salesforce, Gainsight, ChurnZero, HubSpot). * Willingness and availability to travel as needed. Our Commitment We’re trailblazers that dream big, take risks, and challenge cybersecurity’s status quo. It’s simple: we can’t accomplish our mission without diverse teams innovating, together. We are committed to providing reasonable accommodations for all qualified individuals with a disability. If you require assistance or accommodation due to a disability or special need, please contact us at accommodations@paloaltonetworks.com. Palo Alto Networks is an equal opportunity employer. We celebrate diversity in our workplace, and all qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or other legally protected characteristics. All your information will be kept confidential according to EEO guidelines. Is role eligible for Immigration Sponsorship? No. Please note that we will not sponsor applicants for work visas for this position.