Customer Success Manager

4 weeks ago

Perth, Western Australia Epic IT Full time
Elevate Your Career with Epic IT: Where Innovation Meets Opportunity

At Epic IT, we're more than just an Managed Service Provider – we're a dynamic team of IT professionals committed to driving technological excellence. Since 2006, we've been transforming IT landscape's by putting our core values of enablement, leadership, and success at the heart of everything we do. Recognized as a CRN FAST 50 finalist in 2013, 2018 & 2024; we've consistently proven our ability to grow, innovate, and deliver exceptional IT solutions.

We believe in empowering our team to reach new heights. Our unique internal culture cultivates talent, encourages leadership, and celebrates success. When you join Epic IT, you're not just taking a job – you're embarking on a career journey with a company that's passionate about technology, committed to our people, and dedicated to making a real impact in the IT industry.

Looking to be part of a forward-thinking team that's reshaping IT solutions? Epic IT is your destination for professional growth, cutting-edge technology, and meaningful work.

About the Role

Do you enjoy turning tech conversations into strong, long-term relationships? Epic IT is hiring a Customer Success & Account Manager (CSM) to look after our managed-services clients and make sure they get maximum value from every support ticket, project, and strategic recommendation. The emphasis is on your people skills —listening, guiding, and translating between business goals and IT solutions. You'll keep customers satisfied, spot growth opportunities, and coordinate with our technical team so every engagement runs smoothly. If you're early in your account-management career but passionate about client success and keen to learn more about cybersecurity and cloud services, we want to meet you.

What You'll Do
  • Own a portfolio of MSP clients —act as their primary point of contact, track service health, and manage renewals.
  • Run regular business reviews (quarterly or as needed) that highlight support trends, system uptime, and next steps for improvement.
  • Identify add-on needs —cloud upgrades, security initiatives, hardware refreshes—and work with our solutions team to scope proposals.
  • Coordinate escalations with the Service Desk, ensuring SLAs stay on track and clients feel informed.
  • Maintain simple account plans and pipelines so renewals, expansions, and satisfaction targets are always visible.
  • Educate customers on new Microsoft 365 features, basic security best practices, and compliance milestones in plain English.
  • Partner with internal teams (engineering, finance, marketing) to deliver a seamless, value-driven client experience.
Required Qualifications & Skills
  • Client-facing experience —about 1-3 years in customer success, account coordination, IT sales support, or similar.
  • People-first mindset —excellent listening, clear communication, and the ability to build rapport with both non-technical users and C-suite leaders.
  • Exposure to IT environments —you've worked around help desks, cloud services, or cybersecurity projects and can translate tech concepts into business value.
  • Organisation & follow-through —comfortable juggling multiple accounts, meeting calendars, and small project pipelines without missing details.
  • Proactive problem-solver —spot issues early, bring the right teammates together, and keep the client informed every step of the way.
Nice-to-Have Extras
  • Familiarity with basic security frameworks (e.g., Essential Eight, ISO 27001) or previous exposure to cybersecurity initiatives.
  • Experience using a CRM or PSA platform (ConnectWise) to track renewals and opportunities.
  • Prior work in a managed-services or co-managed IT setting.
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