Customer Success Lead – Port Melbourne

About the role

KMTech, a managed services provider described as the "human face of tech", is hiring a Customer Success Lead based in Port Melbourne. The role sits between Sales and Service Delivery and owns the end-to-end customer lifecycle, driving product adoption, improving customer experience and securing retention and advocacy. The position is full time, with an initial 6-month period in the office followed by three days in the office and two days from home.

Key responsibilities

• Onboard new customers smoothly, integrating them into the ecosystem and guiding the handover from Sales to Service Delivery
• Drive product adoption through training, documentation and guidance
• Monitor customer engagement, assess health scores proactively and report insights so risks are addressed early
• Improve customer satisfaction through feedback loops, surveys and service improvements
• Act as the customer's voice, capturing feedback to drive business improvements and loyalty
• Enforce adherence to customer success processes and promote continuous improvement

Required profile

• 5+ years in Customer Success, Account Management or a related field, preferably in an MSP or SaaS environment
• Customer Success certifications such as CCSM are a plus
• Proven ability to drive accountability, process adherence and cross-functional collaboration
• Strong communication, stakeholder management, problem-solving and conflict-resolution skills
• Customer-focused, empathetic and with demonstrated business and operational acumen

Required skills

• Customer success software such as Gainsight, HubSpot or Salesforce
• CRM systems, data analytics tools and reporting dashboards

What we offer

• Hybrid working policy
• Paid certifications, structured learning plans and career development pathways
• EOFY and Christmas parties, annual team-building days, wellness programs and an EAP
• Daily fruit and snacks, coffee machine and free street parking

Candidates must also pass a police check, an NDIS Worker Screening Check and a Working with Children Check.