The Customer Success Manager role is a senior individual contributor role for someone who is deeply comfortable in a client-facing setting and has the ability to translate customer needs in to solutions and profitable outcomes for the business.

Focussed on our Thrive digital service model, you will be a critical bridge between our sales team, our delivery team, and our customers, developing a deep understanding of customer needs and translating those needs into clear delivery requirements. You’ll help customers understand what’s possible during the discovery and the solution-design process. You’ll ensure their requirements are effectively translated into program design and delivery, and work closely with our delivery team to establish the reporting, processes, and the support needed to deliver a strong client experience.

This role work alongside our sales and delivery teams and plays an important part in building the processes and standards that will define how Thrive serves clients as we grow.

This is a senior role for someone with deep experience in implementing HR Tech solutions.

Sales Support

- Work with our sales team as the subject matter expert for all sales bids and presentations that include our Thrive service. This includes participating in sales calls and presentations, facilitating sales demonstrations of the software and service.
- Build a deep understanding of customer need and help them understand what best in class solutions look like when using Thrive.
- Scope and translate customer needs in to workable and profitable solutions for the client and Directioneering, presenting those back to clients for agreement.
- Provide input on pricing to ensure client offerings are profitable.
- Participate in customer service reviews to present Thrive related data
- Identify opportunities to expand or deepen Thrive's support within existing accounts.
- Contribute to Directioneering’s reputation for quality through consistent delivery and relationships that generate referrals and advocacy.





Client Delivery & Team Engagement

- Translate sales discussions and commitments in to delivery solutions and work directly with the delivery team to ensure they understand the services commitments that have been made during the sales process and support the development of processes the deliver these effectively and profitably.
- Ensure every program is onboarded on time, delivered to standard, and actively supported throughout.
- Serve as the senior escalation point for any client issue the delivery or sales team cannot resolve independently.
- Build strong, collaborative relationships with our sales and delivery teams

Program Quality & Continuous Improvement

- Build repeatable processes that scale; identify gaps and close them before they become problems.
- Track client health indicators; participant engagement, satisfaction, and program utilisation and act before problems become escalations.
- Partner with leadership, sales and delivery teams to continuously improve the program model and the participant experience.
- Work with delivery team and development teams to Australianise and implement new service features and functions.

Strategic Advisory to Clients

- Serve as the credible, experienced voice in relation to the delivery of our Thrive service.
- Advise clients on how to design and execute best in class Thrive solutions

What You'll Bring

- 5+ years in customer success/solutions consulting experience working proactively with clients as well as sales and delivery teams within the HR Tech sector.
- Strong client relationship instincts.
- Highly organised and detail-oriented
- Clear communicator across all levels,
- A collaborative team player approach.
- Strong commercial instincts
- Natural advisory presence
- Knowledge of the Australian employment landscape, career services market, is an advantage.

Directioneering is the largest privately owned, Australian provider of career management services. We help organisations and their employees to navigate change by providing customised career solutions that support people to take the next step in their professional lives.

📌 Customer Success Manager (Solutions Consultant) (Melbourne)
🏢 Directioneering
📍 Melbourne