Customer Success Manager - Managed Services

About Quorum

Founded in 2004, Quorum is an award-winning team of industry-leading professionals who deliver world class solutions and services that provide businesses modern and secure Microsoft Cloud Solutions. We have a diverse set of skills and capabilities across Azure, Cyber Security, Modern Work and Managed Services that enables us to leverage leading cloud technologies to create transformational change for our clients.

We are proud to hold 3 Microsoft Solutions Partner designations across Infrastructure, Modern Work and Security, with 7 Specialisations. As the winner of the prestigious Microsoft ANZ 2024 Security Partner of the Year Award, and as one of the very few MSSP's in the ANZ market accepted into the Microsoft Intelligent Security Association (MISA) we apply expert skills to help our clients access the best of Microsoft’s suite of capabilities.

The Role

We have an opportunity for a Customer Success Manager to join our Managed Services Practice at Quorum, based in Sydney, Brisbane OR Melbourne.

As a Customer Success Manager, you will play a key role in the ongoing success, satisfaction and retention of our Managed Services customers. Acting as the primary relationship owner for a portfolio of clients, you will build trusted partnerships, develop a deep understanding of each customer's business objectives and help ensure they continue to realise value from their investment in technology.

This is a highly visible, customer-facing role responsible for managing the customer lifecycle, including onboarding, governance, service reviews, customer reporting, renewals and ongoing engagement. You will work closely with customers and internal stakeholders to ensure commitments are delivered, risks are proactively managed and opportunities for improvement are identified and actioned.

Reporting to the Team Leader - Customer Success, this role requires an outstanding communicator who is structured, organised and genuinely passionate about helping customers succeed. You will regularly engage with stakeholders at all levels, balancing customer priorities with commercial outcomes while coordinating activities across multiple internal teams.

At Quorum, we are customer obsessed. We pride ourselves on building genuine, long-term, mutually beneficial partnerships and delivering an exceptional customer experience at every touchpoint. Success in this role requires strong emotional intelligence, professionalism, accountability and the ability to build trust with a wide range of stakeholders.

What are we looking for?

This role is ideally suited to an experienced Customer Success professional with a background in Managed Services. Our Customer Success Managers are responsible for managing a portfolio of customers, acting as the primary relationship owner and ensuring customers continue to realise value from their partnership with Quorum.

Previous experience within a Managed Services Provider (MSP) is a core requirement for this role. Successful candidates will typically have experience managing multiple customer relationships simultaneously, balancing competing priorities, navigating complex stakeholder environments and operating within a service-based business.

That said, we recognise that exceptional Customer Success talent can come from outside the Managed Services industry. We would consider candidates from other environments where they have demonstrated success managing multiple external customers or complex stakeholder groups across different organisations, business units or service providers.

Whilst experience within the Microsoft ecosystem or broader technology industry will be highly regarded, this is not a technical role. Our Customer Success Managers work closely with Technical Consultants, Engineers and Account Directors, allowing them to focus on customer relationships, strategic engagement, governance, service reviews, customer advocacy and commercial outcomes. You do not need to be the technical expert in the room, but you do need to be comfortable understanding customer requirements, facilitating conversations and ensuring the right outcomes are achieved.

A general understanding of Managed Services, Microsoft technologies, cloud solutions, cyber security, licensing, modern workplace solutions and professional services delivery will be highly beneficial. You won't be expected to design solutions, troubleshoot technical issues or lead deep technical conversations, however familiarity with the types of services and outcomes our customers invest in will help you build credibility, identify opportunities and better understand customer priorities.

For candidates who bring strong Customer Success and Managed Services experience but less exposure to Microsoft's technology ecosystem, Quorum provides extensive opportunities for learning and development. We actively support professional certification pathways, ongoing training and continuous professional development, and we expect our Customer Success Managers to maintain a genuine commitment to learning and growing throughout their career with us.

To be successful in this role, you'll bring a proven ability to build trusted relationships, manage competing priorities and communicate effectively with stakeholders at all levels. You'll be highly organised, commercially aware and comfortable taking ownership of customer outcomes, following through on commitments and ensuring nothing falls through the cracks.

Most importantly, you'll genuinely enjoy working with people. You'll be someone who can build credibility quickly, navigate difficult conversations professionally and represent the voice of the customer within Quorum. Strong emotional intelligence, accountability and a customer-first mindset will be critical to your success.

Quorum Benefits

At Quorum, we embrace a hybrid working lifestyle and provide a range of associated benefits:

We understand that a typical 9-5 work week doesn't suit everyone and offer a flexible model that supports true work/life balance. Our comprehensive 'Work From Anywhere' policy takes this flexibility to a whole new level; enabling Quorum employees the option to work overseas or interstate when required. We also cover the cost of your home internet and mobile, setting you up for success.

For those days in the office when you want to connect with the team in person, we want to make the experience as awesome as possible:

We are proud to have created a diverse and inclusive workplace where everyone can fully contribute their unique personality. We’re committed to organising regular events and social gatherings to maintain our vibrant team culture, and we have a fully stocked kitchen with a range of food, drinks and snacks, a range of games and amusements (did someone say pool table?), and our awesome free weekly team lunches!

The health, development and wellbeing of our team is a key focus at Quorum:

We provide a comprehensive range of associated benefits, like paid parental leave for primary and secondary caregivers, professional EAP counselling service, income and life insurance in the case of a personal accident at work, wellness program that offers partial reimbursement of health-related subscriptions (gym, yoga, etc), regular professional in-office massages, a huge range of paid professional training, certifications and development opportunities.

These are just some of the benefits that we offer the Quorum Crew. You can view the full list on our website: https://quorumsystems.com.au/about-us/

Quorum Values

Our values are core to what we do

Karma – At Quorum, we do what is right, always

Teamwork – We are a team, and we are passionate about what we do

Consistent – The right approach delivers the right outcome

Authenticity – We make our commitments carefully and then do what we say we will

Culture – Be happy and never stop learning