Location: Melbourne CBD

Team: Customer Success

Reports to: GM Asia-Pacific and Team Lead or Manager, Customer Success

Role Overview

We are looking for a Customer Success Consultant to help customers achieve measurable outcomes from Explorance solutions while becoming increasingly confident and autonomous. This role owns customer engagements from discovery through implementation, adoption, health review, and value realization. The Consultant combines strong customer partnership with disciplined requirements gathering, clear communication, sound technical judgment, and consistent delivery practices.

The Consultant works closely with Customer Experience, Customer Engagement, Product Management, Deployments and Integrations Services, Account Management, Sales, Engineering, and Product Operations to deliver scalable solutions and ensure customer needs are visible to the right teams.

Success means customers achieve value faster, engagements are delivered with quality and predictability, knowledge is transferred effectively, and reusable practices help Explorance scale across customers and regions.

Key Responsibilities

Customer Outcomes & Engagement Ownership

- Own assigned customer engagements and maintain clear accountability for outcomes, actions, risks, and communication.
- Understand each customer's objectives, operating context, success criteria, and constraints.
- Translate customer goals into practical success plans with clear milestones, responsibilities, and measures of value.
- Provide proactive guidance and represent Explorance confidently in customer discussions and working sessions.
- Escalate risks early, involve the right teams, and maintain ownership of customer communication through resolution or a complete handoff.

Requirements Discovery & Solution Alignment

- Lead structured discovery and requirements-gathering sessions with customer stakeholders.
- Document business requirements, configurations, assumptions, dependencies, risks, acceptance criteria, and decisions clearly.
- Validate proposed solutions against available product capabilities, roadmap direction, implementation standards, hosted-infrastructure requirements, and customer-autonomy objectives.
- Identify gaps or risks early and engage Product Management, DIS, Engineering, or other specialists as appropriate.
- Support accurate scoping, estimation, service selection, and project planning for new and existing customers.

Implementation & Recurring Services Delivery

- Deliver implementation, onboarding, expansion, migration, optimization, and recurring Customer Success services according to approved scope and methodology.
- Create and maintain engagement plans, timelines, action registers, status updates, and customer-facing documentation.




- Configure and validate solutions within the Consultant's area of expertise and coordinate specialized technical work with DIS when required.
- Apply quality gates, testing, acceptance, readiness, and handoff practices consistently.
- Manage scope, dependencies, risks, and changes transparently while maintaining delivery momentum.
- Guide customers toward scalable, secure, supportable, and sustainable approaches rather than unnecessary custom work.

Customer Health, Adoption & Autonomy

- Conduct customer health checks and contribute to success reviews using agreed measures and standards.
- Monitor adoption, readiness, risks, outcomes, and customer sentiment within assigned accounts and engagements.
- Identify opportunities to increase product usage, maturity, confidence, and measurable value.
- Build customer autonomy through knowledge transfer, enablement, coaching, and appropriate self-service resources.
- Document follow-up actions and coordinate timely intervention when health or adoption risks emerge.

Cross-Functional Delivery

- Work with DIS on deployments, integrations, technical feasibility, hosted-infrastructure compatibility, and reusable delivery solutions.
- Collaborate with Customer Experience on customer issues, escalations, communication practices, and recurring experience gaps.
- Collaborate with Customer Engagement on education, adoption, customer communications, and feedback activities.
- Provide clear, evidence-based customer insights to Product Management, Product Operations, and Engineering.
- Coordinate with Account Management and Sales on customer context, scope, commercial alignment, retention risks, and expansion opportunities.
- Participate regularly in cross-team reviews, planning sessions, retrospectives, and improvement initiatives.

Knowledge, Quality & Continuous Improvement

- Follow established implementation, documentation, quality, privacy, security, and compliance practices.
- Create and improve reusable assets, including playbooks, requirements templates, implementation guides, troubleshooting materials, communication templates, and knowledge-base content.
- Share lessons, recurring patterns, customer feedback, and effective practices with colleagues and cross-functional partners.
- Support teammates through peer reviews, knowledge sharing, mentoring, and complete handovers across shifts or regions when required.
- Identify opportunities to improve delivery methods, automate repeatable work, and reduce time to value.





Required Qualifications

- Relevant experience in Customer Success, Professional Services, Enterprise SaaS implementation, consulting, or a related customer-facing role.
- Experience delivering software implementations, onboarding, adoption, optimization, or recurring customer services.
- Robust discovery, requirements-gathering, documentation, and solution-validation skills.
- Ability to manage multiple customer engagements, priorities, dependencies, and deadlines concurrently.
- Strong consultative mindset with the judgment to guide customers toward scalable and sustainable outcomes.
- Ability to troubleshoot issues, gather relevant evidence, and coordinate effective technical escalation.
- Clear and professional written, verbal, presentation, and facilitation skills.
- Ability to build trusted relationships with customer stakeholders and internal partners.
- Experience working cross-functionally with Product, Engineering, Customer Experience, DIS, Sales, Account Management, or Product Operations.
- Data-informed approach to customer health, adoption, implementation quality, and continuous improvement.
- Strong organization, ownership, attention to detail, and follow-through.
- Ability to work effectively with distributed teams and customers across regions and time zones.
- Ability to travel, where required.
- Passion for helping customers become increasingly capable, autonomous, and successful.

Success Measures

Success in this role will be measured through improvements in:
- Customer satisfaction, confidence, and confirmed outcomes
- Time to value and milestone predictability
- Implementation quality, acceptance, and handoff completeness
- Customer adoption, health, autonomy, and value realization
- Scope control, documentation quality, and reduction in rework
- On-time completion of assigned actions and deliverables
- Utilization and recurring-services delivery performance
- Quality and consistency of customer health checks and success reviews
- Early identification and management of risks and dependencies
- Cross-functional coordination and escalation effectiveness
- Contribution to reusable assets, knowledge sharing, and process improvements
- Customer retention and expansion support

Other Requirements · The position is office based, 5 days per week and candidates must have full/unrestricted working rights in Australia

About Explorance

· Explorance empowers organizations with next-generation feedback analytics to accelerate the insight-to-action cycle, embracing our philosophy of “Feedback for the brave” to drive purpose, impact, and growth. With more than 20 years of experience, Explorance works with organizations around the world through solutions including Blue, BlueX, Metrics That Matter, and MLY.

📌 Customer Success Consultant (Melbourne)
🏢 Explorance
📍 Melbourne