Customer Success Manager

**Join Centorrino Technologies: Innovate, Grow, and Thrive with Us**

At Centorrino Technologies (CT), we’re more than just tech—we’re a community that goes beyond expectations. We’ve been recognised as a Great Place to Work in 2024-2025 and one of the Best Places to Work Medium & Large Size in Australia for 2025, with an outstanding eNPS score of 68. And we’re not stopping there. We're on a mission to redefine the customer experience, and we need a passionate **Customer Success Manager** to join our **Sales**team in **Coburg.**

The Customer Success Manager (CSM) is responsible for ensuring the long-term satisfaction, growth, and retention of our clients by providing exceptional service, support, and guidance. This role is pivotal in building and maintaining strong client relationships, helping clients maximize the value of our products and services. The CSM works closely with internal teams to address client needs, resolve challenges, and ensure a seamless experience. By tracking client health, delivering tailored training, and supporting account growth, the CSM ensures our clients achieve their desired outcomes while fostering loyalty and promoting product adoption.

**Requirements**:
**What you'll do**:

- Manage and support client portfolios by ensuring satisfaction, aligning services with goals, addressing concerns, and maintaining strong relationships through regular engagement.
- Partner with Customer Success Managers to drive account growth, retention, and satisfaction by identifying upsell opportunities, monitoring account health, and following up on risks.
- Understand client needs and goals through regular communication, and liaise with internal teams to deliver tailored solutions and accurately relay feedback.
- Support client onboarding, training, and product adoption through sessions, materials, and ongoing guidance to maximise usage and value.
- Monitor and report on client health, product usage, and overall outcomes, proactively identifying and addressing signs of disengagement.
- Collaborate with cross-functional teams to resolve service issues and share client insights that contribute to continuous improvement in products and services.
- Stay up-to-date with the latest trends in the industry and make recommendations to the sales and product development teams

**What you'll bring**:

- Novice experience in customer service, sales, or related fields.
- Strong interpersonal and communication skills to effectively engage with clients.
- Experience in technology/engineering is highly desirable.
- Experience in Managed Services is essential.
- Basic understanding of customer success principles and practices.
- Understanding of ITIL and the role the framework plays in delivering IT Service Management.
- Knowledge of IT Services, Infrastructure, Cloud, Applications and Processes that support businesses in their day-to-day operations.
- Experience with working with and providing solutions from strategic IT Vendors such as HP, Aruba, Fortinet, Microsoft, Cisco, Palo Alto, VMWare and NBN.

**Benefits**

**Why You'll Love Working Here**:
**Our company is more than just a workplace, it's a hub of inspiration and creativity where employees love to work Here's why**:

- Hybrid working (for majority of our roles) with team anchor days to support collaboration.
- Extensive training and development opportunities that enable continual growth as part of your career planning.
- Extensive discounts and benefits to maximise your money.
- A choice of your IT equipment to maximise your success and access to cost-price tech for your personal needs.
- Fun team events to celebrate achievements and connect with colleagues outside work as part of our engaging culture.
- Note: A valid _Vulnerable People /_ Working with Children Check (WWCC) and Police Check are required._