- Passionate about building strong customer relationships and helping customers get greater value from their technology investments?
- Experienced in managing strategic customer accounts and coordinating services across multiple stakeholders?
- Ready to combine customer success, relationship management and commercial awareness to drive retention and long-term growth?

Practical Information Location: Sydney, Australia | Reports to: Customer Success Lead | Work Arrangement: Hybrid | Working rights: Valid Australian working rights | Language Requirements: Professional level English, written and verbal | Learn more: softwareone.com/en-au

As our new Customer Success Manager, you will manage strategic customer relationships across Software & Cloud, ITPM and SAP, taking ownership of onboarding, service reviews, escalations and ongoing success. Working across customers and internal teams, you will strengthen relationships, coordinate priorities and identify opportunities to deliver greater value and grow long-term partnerships.

Key responsibilities

- Build and maintain strong relationships with key customer stakeholders, acting as a trusted point of contact throughout the customer lifecycle.
- Manage customer onboarding, ongoing engagement and regular service reviews, ensuring clear expectations and alignment on customer priorities.
- Coordinate internal teams and stakeholders to deliver against customer requirements, service commitments and agreed outcomes.
- Manage customer issues and escalations, bringing the right teams together to drive resolution and maintain a positive customer experience.
- Monitor service performance and customer outcomes,



identifying opportunities for continuous improvement.
- Develop a strong understanding of each customer's business, priorities and technology environment to help identify opportunities to grow and expand the relationship.
- Partner with Sales and internal teams on customer renewals, retention and relevant expansion opportunities.
- Maintain visibility of customer priorities, actions and performance, providing clear updates to customers and internal stakeholders.

Job Requirements

- 5+ years' experience in Customer Success, Account Management or a similar customer-facing role, ideally within technology, cloud or managed services.
- Strong relationship and stakeholder management skills, with experience managing strategic or complex customer accounts.
- Strong project and service management capability, with the ability to coordinate multiple stakeholders, priorities and customer outcomes.
- Commercially aware, with the ability to understand customer needs and identify opportunities to grow and expand accounts.
- Strong customer focus, communication and problem-solving skills, with a proactive and solutions-oriented approach.

About You

- You enjoy building genuine, long-term customer relationships and becoming a trusted partner to your customers.
- You are highly organised and comfortable managing multiple customers,



projects and priorities at the same time.
- You balance a customer-first mindset with commercial awareness, understanding when there is an chance to provide additional value and grow the relationship.
- You take ownership, communicate clearly and are comfortable bringing different teams together to solve problems and deliver outcomes.
- You are proactive and curious, always looking for ways to improve the customer experience and strengthen the partnership.

Company description SoftwareOne and Crayon have come together to form a global, AI-powered software and cloud solutions provider with a bold vision for the future. With a footprint in over 70 countries and a diverse team of 13,000+ professionals, we offer unparalleled opportunities for talent to grow, make an impact, and shape the future of technology. At the heart of our business is our people. We empower our teams to work across borders, innovate fearlessly, and continuously develop their skills through world-class learning and development programs. Whether you're passionate about cloud, software, data, AI, or building meaningful client relationships, you’ll find a place to thrive here. Join us and be part of a purpose-driven culture where your ideas matter, your growth is supported, and your career can go global. Please note that SoftwareOne does not accept unsolicited resumes from recruiters or employment agencies. In the absence of a signed Services Agreement (per our global standard) with the agency/recruiter, SoftwareOne will not consider or agree to payment of any referral compensation or recruiter fee.

📌 Customer Success Manager (Sydney)
🏢 Softwareone
📍 Sydney