Company Description Kreality specializes in helping established B2B service businesses recover opportunities hidden in their existing lead databases. Many organizations have dormant inquiries, stalled proposals, and unfinished conversations sitting in their CRM, representing sunk acquisition costs and missed revenue. Kreality’s Lead Revival system reactivates this pipeline by identifying the right lead cohorts, rebuilding sales context, running personalized outreach, handling responses, and booking qualified calls directly into internal sales calendars.

The commercial model is closely aligned with client results, combining a fee per qualified call with a success-based percentage on attributable collected revenue. Kreality primarily serves agencies, consultancies, managed IT providers, recruitment firms, and similar B2B service organizations with proven offers and robust sales capabilities.

Role Description The Customer Success Manager is a full-time, in office role based in Melbourne, VIC. This role is responsible for onboarding new clients, guiding them through the Lead Revival process, and ensuring they achieve measurable outcomes from pipeline recovery efforts. Day-to-day activities include managing client relationships, understanding their CRM data and sales processes, coordinating campaign timelines, and communicating results and insights clearly.

The Customer Success





Manager will monitor key performance indicators, address issues proactively, facilitate feedback loops with internal teams, and support continuous improvement in service delivery. This role works closely with sales, operations, and technical teams to maintain high levels of customer satisfaction and long-term retention.

Qualifications

- Strong customer service and customer satisfaction skills, with a focus on delivering consistent value and positive client experiences.
- Customer retention and relationship building capabilities to foster long-term partnerships and drive renewals and expansions.
- Analytical skills to interpret CRM data, campaign performance metrics, and revenue outcomes, and to translate insights into actionable recommendations.
- Experience managing B2B client accounts, ideally within agencies, consultancies, or other service-based environments.
- Excellent verbal and written communication skills, including the ability to explain complex processes in clear, practical terms.
- Proven ability to collaborate with cross-functional teams and coordinate multiple client projects simultaneously.
- Comfort working with CRM systems and sales tools; experience with data reporting or dashboards is advantageous.

- Bachelor’s degree in Business, Marketing, Communications, or a related field, or equivalent practical experience.

📌 Customer Success Manager (Melbourne)
🏢 Kreality
📍 Melbourne