The Lead Customer Success Manager drives customer retention and satisfaction by building relationships, leading a team, and minimizing churn for major accounts.
About us
We’re proud to be Australia's #1 Technology Great Place to Work 2025 for the second year running! This is in addition to being Great Place to Work Certified 2024. We've also won the 2024 Gallup Exceptional Workplace Award globally!
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 Team Lead - Customer Success is a key leadership role responsible for driving customer retention and protecting revenue through strong stakeholder relationships and by leading a high-performing Customer Success team. You will oversee a team of CSMs, ensuring they are successful, delivering outcomes for customers, and operating within structured frameworks and performance metrics.
As the primary contact for major accounts, you will also drive customer satisfaction, account growth, and long-term retention.
Why Us?
- We have been awarded Australia's #1 Technology Great Place to Work 2025 for the second year running!
- We're Great Place to Work Certified 2024.
- We have been named a Global Winner of the 2024 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:
- Leading, coaching, and developing a team of Customer Success Managers to ensure customer outcomes are achieved.
- Managing performance of CSMs and monitoring results against structured KPIs and success metrics.
- Focusing on renewals and customer retention.
- Minimizing churn by proactively guiding customers.
- Proactive engagement driving service adoption.
- Proactive identification and nurture of DOT SQLs.
- Achieving maximum value for the customer from our solutions.
- Addressing any challenges in a timely manner.
- Serving as a trusted advisor committed to customers’ ongoing success.
Experience and skills required:
- Bachelor’s degree in business, IT, communications, or a related field.
- Proven leadership experience managing a team of Customer Success Managers, including performance management, coaching, and driving accountability.
- Demonstrated ability to assess team performance using structured metrics and frameworks.
- Experience working with brand image and promoting value through customer experience
- Exceptional ability to communicate and foster positive business relationships
- Technical skills required, as they relate to the use of the product or service
- Accountability and personal organization are essential
- 3+ years of experience in customer success, account management, or customer service roles.
- Customer-centric mindset with excellent interpersonal, communication, and problem-solving skills.
- Proactive, results-oriented, self-motivated and curious: Bias for action and committed to iterating when necessary.
- Demonstrated strong organisational and time management skills, with the ability to manage multiple accounts and priorities simultaneously.
- Proficiency with CRM tools, customer success platforms, and analytics tools.
- Team player with collaborative approach.
Desirable experience and skills:
- Advanced degree in Business, IT or Communications.
- Relevant certification in Customer Success, Account Management, or related fields (e.g., SuccessHACKER, CSM certification).
- Experience in SaaS, Cloud, or B2B industries.
- Knowledge of customer success best practices and frameworks.
- Successfully owned a territory, and oversaw +100 accounts
- Experience in managing strategic account planning & execution enterprise-level accounts.
- Proficiency in handling customer escalations and resolving conflicts.
If this excites you, apply now, we'd love to hear from you!
Top Skills
Analytics Tools
Crm Tools
Customer Success Platforms
Macquarie Technology Group Sydney, New South Wales, AUS Office
2 Market St, Sydney, New South Wales, Australia, 2000
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