Customer Success Manager

About the role

As a Customer Success Manager at Vocus, you will be the first point of contact for customers, helping them extract maximum value from our services, meet adoption targets, and drive contract renewals and expansions. You will report to the Customer Success Team Leader and work closely with account owners to nurture strong relationships.

Key responsibilities

• Implement targeted communication strategies for customers at different lifecycle stages, delivering timely messages and reports.
• Monitor health indicators such as product usage, NPS, support tickets, and SLAs, using data to refine programs and flag accounts needing attention.
• Distribute educational content (newsletters, case studies, how‑to guides) to boost product adoption and satisfaction.
• Support retention and expansion initiatives, including onboarding journeys, usage stimulation campaigns, cross‑sell/upsell promotions, and loyalty programs.
• Collaborate with care, assurance, and delivery teams to optimise service, incident, and change management experiences.
• Gather customer feedback to inform service and product improvements.

Required profile

• 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 such as CRM platforms and dashboards.
• A genuine passion for helping customers succeed.

Required skills

What we offer

• Diverse and dynamic teams with an inclusive culture.
• Career development plans, ongoing training, and development opportunities.
• Generous discounts to over 400 retailers.
• Competitive leave options, including anniversary, purchased, parental, volunteering, study, and extra Vocus leave.
• Study assistance programs and health & wellness initiatives.