Wilson Parking (part of Wilson Group) is Australia's leading parking operator, managing the nation's largest parking portfolio.
With industry-leading technology, award-winning customer service and a strong commitment to innovation, we support millions of parking customers across Australia.Our culture remains true to its origins as a family business, where we invest in our people, encourage career growth and foster an inclusive and collaborative workplace.Why Choose Us?
Employer of Choice: Join a growing organisation recognised for its commitment to excellence.Career Development: Build your commercial, customer and stakeholder management capability within a national business.Training & Support: Work alongside experienced leaders across Sales, Operations, Technology and Customer Experience.Recognition: Be part of a culture that celebrates success through our monthly STRIVE Awards.Make an Impact: Play a critical role in protecting customer relationships, revenue and retention across some of Wilson Parking's most significant national customers.About the RoleMelbourne CBD based position with national responsibilitySix-month fixed-term contract with the potential to extendFree ParkingCompetitive salary packageThis is not a traditional account management role.We're not looking for someone who simply checks in with clients every few months.We're looking for someone who takes ownership.Someone who sees a problem coming before the customer does.
Someone who understands that customer success isn't about being reactive.
It's about protecting relationships, coordinating outcomes and making sure customers feel supported, informed and valued at every stage of their journey.You'll become the central point of coordination across a national portfolio of enterprise, fleet, government and multi-bay customers.
Your role is to ensure the right people are working on the right issues at the right time, and that customers always know somebody owns the outcome.If you're at your best when managing complexity, influencing stakeholders and solving problems,



you'll thrive here.What the role actually involvesOwning customer relationships that matterYou manage a portfolio of national customers that represent significant commercial value to the business.These aren't transactional relationships.You'll build trusted connections with key decision-makers, finance teams, procurement contacts and operational stakeholders, ensuring customers remain engaged, supported and positioned for long-term success.Protecting revenue before it becomes a problemCustomer retention isn't something that starts a month before renewal.You'll monitor account health, utilisation trends, renewal timelines and customer sentiment well in advance, identifying risks early and developing retention strategies before they become business issues.You'll spend as much time preventing problems as solving them.Coordinating outcomes across the businessWhen customers experience challenges, they want answers.
They don't care which department owns the task.That's where you come in.You'll gather information, coordinate the appropriate internal teams, manage communication, establish clear next steps and ensure matters are resolved to a confirmed outcome.You'll become the person connecting Sales, Operations, Finance, Pricing, Revenue, Technology, theSolutions Centre and the Service Hub when commercially important issues arise.Managing competing priorities without dropping the ballThere will rarely be one thing happening at a time.You'll be balancing renewals, escalations, customer meetings, service issues, reporting requirements and growth opportunities across multiple accounts simultaneously.Strong organisation isn't a nice-to-have in this role.
It's essential.Turning customer insights into commercial outcomesThe best Customer Success Managers don't just maintain relationships.They identify opportunities.You'll analyse customer activity, service trends, portfolio health and commercial performance to help improve retention,



strengthen customer outcomes and support sustainable revenue growth.What we need to see in your backgroundExperience in Customer Success, Account Management, Portfolio Management, Fleet Services, Sales Support or a similar commercial customer-facing environmentProven ability to manage customer relationships and coordinate outcomes across multiple internal stakeholdersExperience managing renewals, retention activity or customer lifecycle managementStrong commercial awareness with the ability to identify revenue, service, billing or reputational risksExcellent communication skills with the ability to manage conversations with customers and internal stakeholders alikeStrong organisational skills and the ability to manage competing priorities effectivelyExperience maintaining CRM systems, account plans, customer records and reporting requirementsA proactive, solutions-focused mindset and a strong sense of ownershipHighly regardedExperience working with enterprise, government, fleet or multi-site customersExposure to customer retention, revenue management or commercial service environmentsExperience coordinating complex issues across multiple operational teamsStrong understanding of customer journey, service delivery and account health management principlesWhy this role is worth your timeYou'll manage some of Wilson Parking's most important customer relationships nationallyYou'll have visibility across multiple parts of the business, working with leaders across Sales, Operations, Finance and TechnologyYou'll influence customer outcomes without being tied to transactional administrationYou'll develop deep commercial and relationship management experience in a complex national environmentYou'll work with a team focused on customer retention, growth and long-term successFree parking at any Wilson site, anywhere in AustraliaAt Wilson, we are committed to building a workforce that reflects the communities we serve.
We welcome applications from people of all backgrounds and are committed to supporting Aboriginal and Torres Strait Islander peoples through meaningful employment and career opportunities.
We foster an inclusive culture where innovation, collaboration and diversity are valued and celebrated.
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📌 Customer Success Manager (Melbourne)
🏢 Wilson Group
📍 Melbourne