Customer Success Manager

About us We’re proud to be Australia's #1 Great Place To Work in Technology, 2026. We have also been named Australia's #1 Great Place to Work 2025 for the second year running! This is in addition to being Great Place to Work Certified 3 years in a row. Macquarie Cloud Services are the Australian specialists in cloud services for business and government. Locally owned and operated, with an industry-leading customer service model, we’re trusted by our customers to provide the services that enable their business success. We have made it our challenge to make our people feel good and love the work they do. Because of this, our people are energised and motivated in their work. We believe that collaboration & team connection is key for success. This role will be based in Sydney with a blended working arrangement of 3 days in our CBD offices & the remaining working from home. #LI-Hybrid The Opportunity We’re building our new Customer Success team, and this is your opportunity to help shape what great customer success looks like. At Macquarie Cloud Services, customer experience isn’t just a metric — it’s part of who we are. With industry-leading Net Promoter Scores consistently above 90, we’ve built a business where customers genuinely value our partnerships, expectations are realistic, and our teams deliver on what we promise. As a Customer Success Manager, you’ll become the trusted advisor for a portfolio of cloud customers, helping them realise long-term value from their technology investments. You’ll own the entire customer journey — from onboarding and adoption through to renewal and growth — ensuring customers achieve measurable business outcomes while strengthening long-term partnerships. This is more than a traditional account management role. You’ll build relationships with executive sponsors, economic buyers and key stakeholders, proactively manage customer health, identify growth opportunities and advocate internally for your customers. Working closely with Sales, Service Delivery, Product and Technical teams, you’ll help customers maximise value while protecting and growing revenue. If you enjoy building strategic relationships, influencing outcomes and making a genuine impact on customer success, this is an opportunity to help shape a growing function within one of Australia’s most customer-obsessed technology businesses. Why Us? Australia's #1 Great Place To Work in Technology, 2026. We have been awarded Australia's #1 Great Place to Work 2025 for the second year running! We're Great Place to Work Certified 2023, 2024 and 2025. For the third year in a row, we have been named a Global Winner of the 2026 Gallup Exceptional Workplace Award! We're the #1 Managed Services Cloud business in Australia. We have the highest Net Promoter Score on the ASX, the World's best customer experience & crowned in 2020 at the World Communications Awards . You’ll make an impact : Enjoy being part of a driven team with a collaborative culture that values decision-makers and action. We Invest in you : Accelerate your career through our learning and development opportunities - think Gallup strengths-based training, defined career pathways and fantastic internal mobility opportunities across the group. What You’ll Be Doing! Own customer retention, renewal and long-term success across your portfolio. Develop and execute customer success plans aligned to customer goals and business outcomes. Build trusted relationships with executive sponsors, economic buyers and technical stakeholders. Lead regular business reviews, health checks and strategic customer conversations. Drive customer onboarding, enablement and adoption programs. Monitor customer health, usage trends and risk indicators to proactively minimise churn. Identify opportunities for product adoption, account growth and cross-sell opportunities. Partner with Sales, Product, Service Delivery and Technical teams to advocate for customer needs. Act as the voice of the customer internally to influence service improvements and product enhancements. Maintain accurate customer health, engagement and renewal data within CRM platforms. Resolve commercial issues, escalations and customer challenges quickly and effectively. Deliver exceptional customer experiences that create advocates for our brand. About You! 3+ years’ experience in Customer Success, Account Management or a related customer-facing role within cloud, SaaS, technology or managed services environments. Proven experience managing customer portfolios, driving retention, renewals and long-term customer success. Ability to build trusted relationships with executive sponsors, economic buyers and senior stakeholders. Customer-obsessed with a passion for delivering exceptional experiences and measurable outcomes. Commercially minded with the ability to identify growth opportunities and protect revenue. Proactive, curious and solutions-focused, with a strong bias for action and continuous improvement. Exceptional communication, relationship-building and stakeholder management skills. Strong problem-solving abilities, including managing customer escalations and resolving complex issues. Highly organised with the ability to manage multiple customers, priorities and competing deadlines. Experience using CRM, customer success and reporting platforms to drive customer engagement and insights. Collaborative team player who enjoys working across sales, technical and delivery teams. Relevant qualifications in Business, IT or related disciplines, and Customer Success certifications are highly regarded If this excites you, apply now , we'd love to hear from you!