About Us

We're a successful software company with a team spanning Australia, New Zealand, Malaysia and Thailand, specialising in dealer management systems for retail dealerships across automotive, trucking, agriculture and construction equipment. Over the last 35 years, we've brought a number of industry-leading dealer management systems to market, helping our clients run their dealerships more effectively, efficiently and profitably.

Auto IT is wholly owned by The Perseus Group, an operating group of Constellation Software Inc., a well-capitalised, global publicly traded company specialising in vertical market software.

It's an exciting time for our business. With offices globally, we offer career progression and professional development as part of a team dedicated to supporting clients across the Asia Pacific region.

About the Role

We are looking for an experienced Customer Success Manager to own the ongoing relationship with a portfolio of our dealership customers and drive long-term retention by ensuring they realise measurable value from their Auto-IT products and services.

Reporting to the Head of Customer Success, you will focus on adoption, optimisation and value realisation, proactively monitoring customer health, identifying risk early, and leading engagement strategies that prevent churn and strengthen long-term partnerships. You will not own commercial negotiations or sales execution; instead, you'll identify and nurture potential expansion opportunities through value-led conversations, partnering with our Customer Growth Managers when commercial discussions are required.

This is a relationship-first role that combines account management discipline with genuine curiosity about how dealerships operate. You will be the internal advocate for your customers, coordinating across Support, Service Delivery, Product and Customer Growth to resolve issues, support distressed accounts, and deliver a consistently high-quality customer experience.

What You Will Be Doing

As Customer Success Manager, you will:





- Act as the primary strategic relationship owner for a portfolio of assigned customers, building strong relationships with business owners and executive sponsors
- Own customer health, risk identification and retention planning, and lead proactive engagement to prevent churn and dissatisfaction
- Identify patterns across usage, behaviour and operational signals to improve customers' organisational adoption of our solutions
- Maintain updated, accurate account records in Salesforce and our ticketing system to support decision-making and reporting
- Develop and maintain a customer journey framework by customer tier, in collaboration with other internal departments
- Ensure customers fully utilise their existing products and features, and translate product capability into measurable customer outcomes
- Lead QBRs and value reviews focused on customer outcomes, not commercials
- Act as the internal advocate for assigned customers, proactively identifying distressed or at-risk accounts and coordinating cross-functional recovery plans with Support, Service Delivery, Customer Growth and Product & Development
- Conduct onsite and remote engagement aligned to customer tier, observing real dealership workflows and delivering in-context guidance and best practices
- Identify potential expansion opportunities through usage and customer maturity, nurturing interest through value-based conversations and introducing the Customer Growth Manager when commercial discussion is required
- Act as a subject matter expert on our products and services, contributing to customer enablement content, training materials and success stories

What You Need to Have

- 5+ years' professional experience in B2B, SaaS and/or the automotive industry
- Previous experience in Customer Success,



Account Management or another customer experience function
- A solid understanding of customer success metrics (Gross Retention, Net Retention, NPS, Product Adoption, common health score components)
- A strong understanding of Customer Success as an industry and a practice, having successfully managed a book of business as a CSM for key accounts — or previous industry experience that enables strategic conversations with customers, or in-depth experience with the Auto-IT products
- Effective communication skills to understand customer concerns, weigh up alternatives and guide customers to a resolution
- Comfortable with data management and identifying patterns across usage and behaviour
- Exceptional customer focus, with an enthusiastic and persistent approach to driving customer outcomes and long-term partnerships
- Strong interpersonal, communication and organisational skills, with excellent analytical and problem-solving ability
- Strong influencing and stakeholder alignment skills, and the ability to work autonomously
- Willingness to travel throughout the territory for onsite customer engagement

What It Would Be Nice for You to Have

- Bachelor's degree in Business or equivalent (or significant industry experience)
- Previous experience with Level One customer support
- Previous experience with implementation and onboarding
- Experience with Auto-IT's products and services

What We Offer

- Career progression
- Competitive salary, plus profit sharing and achievement bonuses
- Remote First working arrangements
- Meaningful work across a mix of straightforward and complex issues
- Supportive team environment
- Training and development

Next Steps

If you meet the above criteria and would like to join a hardworking, fun team, please submit your application with a cover letter outlining why you'd be a valuable addition.

Successful applicants will be required to undergo relevant pre-employment checks, including a police check, before employment is confirmed.

We look forward to hearing from you!

📌 Customer Success Manager (Melbourne)
🏢 Auto-IT
📍 Melbourne