Customer Success Manager engaging clients on their digital transformation journey with HPE solutions, ensuring optimal service adoption and customer satisfaction throughout their journey.
About the role
- Customer Success Manager for Sydney team driving customer activation and retention across built world industries, collaborating closely with Sales, Account Management, and Support teams.
Responsibilities
- Own a portfolio of SMB customers as their main point of contact post-sale, building strong relationships and trust.
- Run onboarding and activation: Set success plans, configure accounts, train users, and guide customers to their first wins quickly.
- Prescribe best-practice workflows: Recommend how to configure Sitemate for different operational use cases across heavy industries.
- Drive adoption through proactive check-ins, enablement, and ongoing education (calls, emails, Looms, and in-app guidance where relevant).
- Monitor account health: Track usage signals, sentiment, and risks, then take action early to prevent churn.
- Identify growth opportunities (where appropriate): Look for expansion signals, additional teams/sites, and new use cases, then send them through to the Account Management team to action them.
- Be the internal voice of the customer: Share product feedback, recurring pain points, and what’s working well to inform priorities and improvements.
- Stay organised: Send recap emails after every meeting, set follow up tasks in Salesforce, and book in follow-ups to operate with clarity and consistency.
Requirements
- Customer-facing experience (e.g. account management, support, operations, hospitality, admin, retail leadership)
- Clear communication (written and verbal): Can run customer calls, summarise next steps, and write crisp follow-ups
- Strong prioritisation and time management
- Problem solving & critical thinking: Can diagnose what’s going on, propose options, and guide a customer to the best outcome
- Consultative mindset: Asks good questions, understands customer goals, and recommends workflows (not just “how-to” answers)
- Comfort with process and accountability: Follows SOPs, keeps notes/tasks up to date, and closes the loop reliably
- Resilience and learning agility: Can absorb feedback, adapt quickly, and stay positive in a fast-paced environment
- Attention to detail: Accurate in documentation, customer comms, and internal handovers
- Basic commercial awareness: Understands retention, customer value, and why adoption matters (even if you haven’t owned renewals before)
Benefits
- Competitive, performance-based remuneration
- Equity options - own a piece of what you’re helping to build
- 20 days paid annual leave, plus sick, carer’s, and compassionate leave
- Parental leave - 16 weeks for primary and 6 weeks for secondary carers (including adoption and stillbirth support)
- Learning & Development - professional growth budget and transparent career plans
- Laptop and home office setup budget
- Flexible work - remote and hybrid options, plus the ability to work from anywhere for several weeks each year
- Community & Connection - weekly catered lunches, global offsites, and “Life Story” sessions
- Sydney HQ perks - rooftop garden, wellness centre, showers, and cycle storage in Haymarket
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