Customer Success Manager – Remote

4001 Central Plaza The Lookout Way

Job DescriptionAbout us

Founded in 2020, the team at The Lookout Way set out to transform the delivery of in-home care by blending cutting-edge technology with deep industry insight. Born from firsthand experience with the challenges facing Aged Care providers, we built the only digital care management platform created by care, for care.

Our flagship platform, Lookout, is an all-in-one SaaS solution that empowers providers and their clients with the tools and visibility needed to deliver high-quality, profitable care. With a solid focus on intuitive design, it connects staff, care workers, and clients through personalised interfaces tailored to each user's role.

About the Role

We're looking for a highly capable and customer-focused Customer Success Manager to join our team and play a pivotal role in supporting our strategic customers, primarily home care providers, to achieve meaningful, sustained outcomes with the Lookout platform.

In this role, you'll act as a trusted advisor to operational leaders and executive stakeholders, guiding customers through adoption, change, and long-term transformation. You'll develop deep expertise in the Lookout platform, helping customers bridge the gap between software capability and real-world operational delivery.

You'll be responsible for a named portfolio of strategic customers and will work closely with Account Managers, Product, Solutions,



Training, and Support teams to ensure they feel supported, informed, and in control throughout their journey with Lookout.

This is a non-sales role focused on support, enablement, and long-term partnerships. Our customers operate in complex and highly regulated environments, so we're looking for someone who can bring structure to ambiguity, confidently navigate challenging conversations, and provide a calm, organised presence in every interaction.

What you'll be responsible for: Customer Success & Relationship Management

- Act as the primary strategic point of contact for a portfolio of strategic customers.
- Build and maintain trusted relationships across multiple stakeholder groups, including senior leaders and executive decision-makers.
- Develop, own and drive structured success plans and adoption roadmaps that deliver measurable customer outcomes.

Cross-functional Collaboration

- Partner closely with Sales, Product, Engineering, Solutions, Marketing, Training and Support teams to deliver a coordinated customer experience.

Do you have what it takes?

- 5+ years' experience in Customer Success or a similar customer-facing role within a SaaS or technology environment.

What's in it for you?

The work we do is meaningful, and the problems we solve matter.

- A competitive salary package that reflects your impact.

Find out more about The Lookout Way here:

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