At Bluescale, we believe exceptional customer service starts with delivering the right outcomes, validating that services are being provided correctly, and ensuring our customers receive maximum value from their technology investments.

We are looking for a highly organised and detail-oriented

Customer Success Manager (CSM)

to become the voice of our customers and the champion of service quality across our managed services business.

This role is ideal for someone who enjoys working closely with customers, reviewing service performance, validating data accuracy, identifying risks and gaps, and driving continuous improvement. You will work alongside our Service Desk, Projects, Security, and Leadership teams to ensure every customer receives the service they are paying for and the outcomes they expect.

Make IT Services Better for Customers At Bluescale, we believe exceptional customer service starts with delivering the right outcomes, validating that services are being provided correctly, and ensuring our customers receive maximum value from their technology investments.

We are looking for a highly organised and detail-oriented

Customer Success Manager (CSM)

to become the voice of our customers and the champion of service quality across our managed services business.

This role is ideal for someone who enjoys working closely with customers, reviewing service performance, validating data accuracy, identifying risks and gaps, and driving continuous improvement. You will work alongside our Service Desk, Projects, Security, and Leadership teams to ensure every customer receives the service they are paying for and the outcomes they expect.

About Bluescale Bluescale is a leading Sydney-based Managed Services Provider (MSP) delivering:

Managed IT Services

Microsoft 365 & Modern Workplace

Azure & Cloud Solutions

Cybersecurity Services

Backup & Disaster Recovery

Infrastructure & Network Solutions

Strategic Technology Consulting

We support organisations across not-for-profit, disability services, healthcare, education, commercial,



and professional services sectors.

Key Responsibilities Customer Success & Service Assurance

Act as the primary customer advocate within Bluescale.

Conduct regular customer service reviews and health checks.

Ensure contracted services are delivered correctly and consistently.

Validate that customer environments align with agreed standards and service plans.

Monitor customer satisfaction and proactively address concerns before they escalte.

Coordinate service improvement initiatives across internal teams.

Service Validation & Quality Control

Review service delivery reports for accuracy and completeness.

Validate devices, users, licensing, backups, security controls, and monitoring services against contractual requirements.

Perform regular customer data audits and identify discrepancies.

Ensure documentation, asset records, and service configurations remain accurate.

Verify service desk and project activities support customer objectives.

Reporting & Governance

Produce meaningful monthly and quarterly customer reports.

Track service performance against SLAs, KPIs, and operational targets.

Identify trends, risks, recurring issues, and improvement opportunities.

Present service insights and recommendations to customer stakeholders.

Maintain customer success plans and action registers.

Customer Lifecycle Management

Support client onboarding and service transitions.

Ensure customers understand the services being delivered.

Assist customers in adopting new technologies and security improvements.

Coordinate internal resources to resolve service gaps and improve outcomes.

Continuous Improvement

Work with Service Desk,



Projects, Security and Operations teams to improve customer outcomes.

Drive consistency across reporting, customer reviews, and service governance processes.

Help standardise Bluescale's customer success framework and best practices.

About You Essential

Previous experience in a Customer Success Manager, Service Delivery Manager, Account Manager, Service Coordinator, or MSP customer-facing role.

Strong analytical and problem-solving skills.

Experience reviewing reports and validating operational data.

Excellent customer communication and relationship management skills.

Strong attention to detail and commitment to accuracy.

Ability to translate technical information into business outcomes.

Advanced Microsoft Excel and reporting skills.

Highly Desirable

Experience working within a Managed Services Provider (MSP).

Understanding of:

Microsoft 365

Azure

Cybersecurity frameworks

Endpoint management

Backup and disaster recovery

Asset and configuration management

Knowledge of ITIL service management principles.

Experience with Autotask, HaloPSA, Kaseya, NinjaOne, ConnectWise, or similar platforms.

What Success Looks Like In your first 12 months you will:

Improve customer satisfaction and retention

Increase the accuracy of customer reporting

Ensure customer services match contractual commitments

Reduce data discrepancies across systems

Improve visibility of service performance and risks

Establish consistent customer success and service validation processes

Become a trusted advisor to both customers and internal teams

Why Join Bluescale?

Growing Sydney-based MSP with ambitious plans

Work directly with leadership and influence service strategy

Solid focus on process improvement and customer outcomes

Exposure to modern cloud, security and enterprise technologies

Genuine career growth opportunities

Collaborative team culture focused on excellence and accountability

#J-18808-Ljbffr

📌 Customer Success Manager (Sydney)
🏢 BlueScale
📍 Sydney