Customer Success Manager

4 days ago

Melbourne, Australia Matrak Full time

**A bit about us**:
At Matrak, we’re all about building a better construction industry - one that’s more transparent, connected, and efficient. Our cloud-based materials and progress tracking platform makes it easier for every player in the supply chain to stay aligned and accountable, from subcontractors to top-tier builders.

We’re a growing startup with serious momentum, working with some of the biggest names in construction, both locally and globally. We don’t do business as usual - we challenge outdated processes, streamline collaboration, and help our customers deliver better outcomes.

**The opportunity**:
We’re on the lookout for a Customer Success Manager to join our team and take the reins on our key strategic accounts. This role is all about creating value - building strong relationships with enterprise customers, helping them get the most out of Matrak, and working closely with Sales and Product to ensure their voices are heard and their needs are met.

You’ll be a trusted advisor, a product expert, and a key player in ensuring our customers succeed.

**What you’ll be doing**:

- Own a portfolio of enterprise customers and help them get the most from Matrak
- Guide customers through onboarding, implementation, and training - ensuring early wins and long-term adoption
- Actively track engagement and account health to identify risks and opportunities
- Drive growth by spotting upsell and cross-sell potential and feeding that into our sales strategy
- Act as the voice of the customer internally - collaborating with Product, Sales and Marketing teams
- Build playbooks, resources and training guides to improve the onboarding journey and scale our success model
- Provide first-line support and resolve issues quickly, or escalate when needed
- Keep all customer updates organised and transparent in our CRM (we use HubSpot)

**Requirements**:
**What we're looking for**:

- 2+ years in customer success or enterprise account management, ideally in B2B SaaS
- You’ve worked with large, complex accounts and built relationships with senior stakeholders
- A proactive mindset - you spot issues before they happen and love improving processes
- Excellent communication and presentation skills
- Confidence managing multiple clients and keeping things moving
- A team player who excels in a fast-paced, ever-evolving work environment
- Bonus points if you’ve worked in construction tech, startups or with remote teams

**Benefits**

**Why you’ll love working here**:
We’re real people who care about what we build and who we build it with. At Matrak, you’ll get:

- Competitive salary and share options
- Flexible working options and genuine support for work-life balance
- Paid leave for your birthday, cultural or ceremonial events, and even your pets
- Parental leave, public holiday swaps, and more people-friendly policies
- An inclusive culture where your ideas are valued and your quirks are welcome

**Our values**:
We bring our full selves to work and expect the same from you. Our values shape everything we do:

- Build connections - with customers and each other
- Take ownership - see something? Step up and improve it
- Be transparent - open communication builds trust
- Be bold - challenge the norm and try new things
- Nurture growth - for yourself, your team, and our product

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