Customer Success Manager

Timescapes started in 2017 with a simple idea: simplify construction through shared visibility. Today, Timescapes is trusted by general contractors and project managers around the world. Our fixed-camera platform gives site teams and offices real-time visibility into job site progress — so everyone stays on the same page, disputes get resolved faster, and clients stay informed. We're a global company with a kiwi spirit: practical, humble, and focused on doing things well. As a Customer Success Manager in our Melbourne office, you are responsible for ensuring project teams realise maximum value from Timescapes across the entire project lifecycle, with a heavy focus on onboarding, adoption and engagement. Managing a portfolio of projects, you will develop and foster strong relationships with project teams. You will also manage project extensions and expansions, and identify new project opportunities (CSQLs) to fuel revenue growth. You’ll develop expert-level knowledge of our customers and our product. As the internal voice of the customer, you will provide valuable feedback and examples of client ROI to our Product, Marketing and Sales teams. What you'll be doing: Making projects successful. You'll manage the full post-implementation lifecycle — onboarding project teams, driving platform adoption, and ensuring every customer gets the experience our "customer value comes first" value promises. When things aren't working, you'll be the first to know and the first to fix it. Building relationships that stick. This isn't a desk job. You'll be meeting project teams face-to-face, running value-added sessions, developing Timescapes champions, and becoming someone they trust. The best signal of success here is when customers refer us to their next project before you've even asked. Growing your portfolio. You'll manage contract extensions, identify expansion opportunities, and pass Customer Sales Qualified Leads (CSQLs) to the sales team. Your relationships directly fuel revenue growth. Using data to stay ahead. You'll monitor engagement metrics — DAU/MAU, CSAT, NPS, churn — to understand where your customers are thriving and where they need attention 2-3 years customer success experience, in construction, SaaS, PropTech, FieldOps SaaS or adjacent industries Excellent communication and interpersonal skills Passion for driving customer success and a genuine desire to help customers achieve their goals Genuinely values engaging with people and goes out of their way to meet face-to-face Strong customer-focused mindset and strong problem-solving abilities Passion for technology solutions that solve real customer problems Ability to build rapport and establish trust with customers and internal stakeholders Demonstrate the key competencies that are important to Timescapes: Quality - both in your work and interactions Great Communicator - clear and concise communication Problem Solving - comfortable thinking on the spot and simplifying complex situations Adaptability - thrive in a busy and changing environment Efficiency - you’re productive, not busy Confident using AI tools to accelerate your work and curious about where the technology is heading This is your chance to help build something meaningful - technology that genuinely makes construction better while working with people who care about doing great work. We're at an exciting growth stage where your decisions will directly impact our trajectory as we scale globally. We offer: Competitive compensation package Enhanced Parental Leave offering $500 annual health and wellbeing allowance EAP support