Loop Logics is looking for a Senior Customer Success Manager to build meaningful relationships with our clients: understanding their businesses, helping them get more value from Loop Logics, and making sure that value keeps growing. You'll work closely with customers, Support, Sales, and our Head of Customer Success, right through to Product and Technology.

This isn't a traditional support role. We're after a builder, someone who wants to shape our processes and playbooks and help define what exceptional Customer Success looks like at Loop Logics.

About Loop Logics

Loop Logics is the platform insurance builders, restoration companies and trade contractors choose to run better jobs. We replace the disconnected tools that slow the industry down with one connected platform for quoting, project delivery, compliance, field operations and financial control, purpose-built for the construction industry and trusted by builders across Australia and New Zealand.

We're entering an exciting stage of growth, and Customer Success will be central to what comes next. We're not looking for someone to manage support tickets, we want someone who's genuinely curious about how businesses operate, who solves real problems, and who helps customers transform the way they manage their projects and claims.

If you're motivated by building relationships, solving real business problems, and seeing the measurable impact of your work on a customer's operations, this is a role where that impact is front and centre.

What you'll do

You'll work directly with our clients: primarily insurance builders, restoration companies,



maintenance companies and trades to understand how they operate and help them get the most out of Loop Logics.

That includes

- Own the customer journey from sales handover and onboarding through to activation, adoption, retention and expansion.
- Build a success plan for every customer in scale defining what strong Loop Logics adoption and volume should look like for them.
- Spot under-utilisation early build plans to lift adoption and transaction volumes.
- Own customer health: proactively managing accounts that show signs of disengagement or churn risk.
- Run regular customer reviews using data to show the value Loop Logics is delivering and surface new opportunities.
- Partner with Sales and Partnerships for a smooth handover from signed customer to active, successful customer.
- Capture recurring feedback and work with Product and Development to shape priorities and improve the customer experience.
- Shape our Customer Success operating rhythm o nboarding, health scoring, review cadences, playbooks, reporting and escalation processes.

Who we're looking for

You're

- Highly organised and process-driven
- A builder: someone who proactively creates and uplifts customer processes, not just follows them.
- Highly proficient in running meetings, training sessions and software demos.
- Naturally curious, and good at asking questions before recommending a solution.




- Comfortable learning new software and how different systems work together. Thinks outside the box with what AI can do.
- Commercially minded: you know great Customer Success drives product adoption, retention and growth.
- Comfortable talking about invoices, payments, accounts receivable, reconciliation and renewals.
- Someone who takes ownership and builds processes, rather than just following an existing playbook.

Construction technology experience will be highly regarded, and we're especially interested in candidates with a background in construction or insurance. Experience with tools like HubSpot, chat/support software, ticketing systems, and working in SaaS is a plus.

How we'll measure success

Ultimately, success means our customers are getting measurable value from Loop Logics and as a result, they're staying with us, using more of the platform, and becoming advocates in the market.

We'll look at

- Customer activation and onboarding
- Customer engagement and product adoption
- Growth in revenue
- Customer retention and reduction in preventable churn
- Expansion of Loop Logics usage within existing accounts
- Successful activation of under-utilised accounts
- Customer satisfaction and quality of relationships
- Effectiveness and scalability of the Customer Success processes you build

Where this role can go This is a chance to join Loop Logics at an exciting stage of our growth. You'll be hands-on from day one, and you'll also help us determine what Exceptional Customer Success looks like. Plus you'll be joining a team of driven people who strive for excellence in a fast-paced workplace.

📌 Senior Customer Success Manager (Melbourne)
🏢 Loop Logics
📍 Melbourne