Customer Success Manager – Australia & New Zealand

Customer Success Manager – Australia & New Zealand About the Role Micron Agritech is a fast-growing veterinary technology startup specialising in automated faecal egg count diagnostics. We are looking for a driven and people-focused Customer Success Manager to own and manage all customer relationships across Australia and New Zealand, playing a central role in the growth and retention of our customer base in this region. This is a varied, hands-on role that sits at the heart of the business. You will be the primary point of contact for our veterinary and farm animal customers, responsible for everything from onboarding and training through to renewals, troubleshooting, and complaints. No two days are the same. Key Responsibilities Customer Relationship Management: Own all customer relationships across Australia and New Zealand Serve as the primary point of contact for all existing customers for any Micron related queries Build strong, long-term relationships with veterinary practices, farm animal teams, equine specialists, and agricultural suppliers Monitor customer activity and proactively reach out to inactive accounts Onboarding and Training Lead onboarding for all new customers across the region Deliver in-person and remote training to ensure customers are confident using the Micron Kit Conduct refresher training and follow-up visits where needed Retention and Renewals Manage all licence renewals and credit top-ups across Australia and New Zealand Proactively contact customers approaching renewal or running low on credits Identify at-risk accounts and develop retention strategies to reduce churn Track and report on renewal outcomes and account health Technical Support and Troubleshooting Provide first-line technical support for hardware, app, and consumable issues Troubleshoot result discrepancies and liaise with the internal technical and software teams where escalation is required Manage complaints professionally and work to resolve issues swiftly Sales Support Support the sales team by conducting product demonstrations to leads in your region Identify upsell and cross-sell opportunities within the existing customer base, including new product launches such as +Pets testing Work closely with the Head of Sales Reporting and Administration Maintain accurate records of customer interactions, call notes, and account status Produce regular reports on renewals, churn, credits, and account health for senior management Monitor the PAWS Platform and flag any account concerns Skills and Experience Required Experience in a customer success, account management, or customer-facing role, ideally within veterinary, animal health, or agritech Strong communication skills – written, verbal, and face to face Ability to build genuine, warm relationships with customers while maintaining professionalism Comfortable with technical troubleshooting and explaining processes clearly to non-technical users Self-motivated and able to manage a large, varied workload independently Willingness to travel across Australia and New Zealand for customer visits and demonstrations Full driving licence Desirable Knowledge of faecal egg count methodology or parasitology Experience working in a startup or fast-paced SME environment Familiarity with the Australian and New Zealand veterinary or agricultural sector What You Will Be Joining A small, passionate team building something genuinely innovative in the veterinary diagnostics space. You will have real ownership of your role from day one, work directly with the senior leadership team, and play a meaningful part in shaping how the company grows in this region. This is not a box-ticking role – it requires someone who cares, takes initiative, and is not afraid to go the extra mile. Package Competitive salary dependent on experience Car allowance Company shares Department Business Dev Locations Australia Remote status Fully Remote Australia