Job Description

The Customer Success Manager (CSM) is responsible for helping Microvellum and INNERGY Engineering customers realize the full value of their investment. Acting as a trusted advisor, the CSM builds strong customer relationships, drives product adoption, supports long-term business outcomes, and works proactively to maximize customer retention and growth.

This role partners closely with Qualified Services, Technical Support, Sales, and Product to ensure customers have a seamless experience throughout their lifecycle. Success is measured by customer satisfaction, product adoption, renewals, expansion opportunities, and the ability to create raving fans.

What You'll Do

- Serve as the primary post-implementation relationship owner for a portfolio of Microvellum and INNERGY Engineering customers.
- Develop trusted advisor relationships with executive sponsors, administrators, engineers, and end users.
- Drive customer adoption through strategic business reviews, success planning, training recommendations, and proactive engagement.
- Monitor customer health, identify risks, and develop action plans to improve customer outcomes and retention.




- Partner with Technical Support and Professional Services to coordinate issue resolution and advocate for customer needs.
- Identify opportunities for additional training, consulting, products, and services that help customers maximize their investment.
- Collaborate with Sales on renewal and expansion opportunities while ensuring a seamless customer experience.
- Capture customer feedback and partner with Product to influence future enhancements.
- Maintain accurate customer health metrics, account plans, and activity within CRM.
- Champion the voice of the customer across the organization.

What Success Looks Like

- High customer retention and renewal rates.
- Strong adoption of Microvellum and INNERGY Engineering solutions.
- Excellent customer satisfaction (CSAT) and relationship health.
- Accurate forecasting of customer risk and growth opportunities.
- Consistent executive engagement and strategic account planning.
- Customers who become advocates for Microvellum, INNERGY Engineering, and INNERGY.

📌 Customer Success Manager (Sydney)
🏢 INNERGY
📍 Sydney